Upgrade > Introduction > Backup and backout instructions

Backup and backout instructions

In case you need to restore your Service Manager system to its original state after installing the component patches in this release, make necessary backups before each patch installation. If a rollback is needed, follow the backout instructions.

Server

Follow these steps to back out the server upgrade:

  1. Stop the Service Manager server.

  2. Execute the PatchUninstall.bat on Windows or PatchUninstall.sh on Linux (the file is located in the <SM Installation>\_uninstall directory).

    Note You can only use the server patch uninstallation tool if you have applied the current patch by using the server patch installation tool. Furthermore, you can only use the tool to restore a version that was backed up by the server patch installation tool.

  3. When prompted, enter the full path of the Service Manager server backup directory. A list of the available backups is displayed.

  4. Select the desired backup version and confirm your selection.

    Note If you have a horizontally-scaled system, make sure that every server instance is replaced with its backup.

  5. If you have also loaded platform unload files required for your server changes, you must also roll back the application changes made by the unload files. See Applications.

  6. Restart the Service Manager server.

If the tool fails to back out the server patch, the details are recorded in the PatchUninstall.log file.

Applications

Tip You can use Unload Manager (recommended) or Database Manager (if Unload Manager is not available in your application version) to roll back to your old data, as described in the following instructions.

To roll back to your old data using Unload Manager, follow these steps:

  1. Go to System Administration > Ongoing Maintenance > Unload Manager.
  2. Double-click Apply Unload to open the wizard.

  3. Select the unload file generated in the backup process, specify a backup file, and then click Next. Details of the unload file are displayed.

  4. Double-click a conflicting object in the table to open the merge tool:
    1. Merge the object, and then select the Reconciled check box.
    2. Click Save to return to the wizard.
  5. Click Next after all the conflicting objects are reconciled.

  6. Click Yes on the confirmation window to apply the backup unload.

  7. Click Finish.

To roll back to your old data using Database Manager, follow these steps:

  1. Go to Database Manager, click More > Import/Load.
  2. Browse to the backup unload file you created.
  3. Click Load FG.

Web tier

To back out the web tier upgrade, follow these steps:

  1. Delete or uninstall the existing web tier.
  2. Clear the cache of your web application server (for example, Tomcat).
  3. Redeploy the old web tier.
  4. Restore your old customizations.

Windows client

To back out the Windows client upgrade, follow these steps:

  1. Uninstall the new Windows client.
  2. Reinstall the previous Windows client.
  3. Restore your old Windows connections and configurations.

SM Collaboration

To back out the SM Collaboration upgrade, follow these steps:

  1. Remove the new Openfire installation folder.
  2. Restore the renamed Openfire folder.

Solr Search Engine

To back out the KM upgrade, follow these steps:

  1. Stop your Solr search engine.
  2. Remove the existing search engine installation folder.
  3. Copy the backup folder back.
  4. Rollback the previous JDK installation and change the JAVA_HOME environment variable back.
  5. Be sure to roll back KM related changes on the Service Manager server and application sides, including the kmsolr unloads files and the server's schemastub file.
  6. Restart your Solr search engine.
  7. Perform a full re-indexing on all of your knowledgebases.

SRC

To back out the SRC upgrade, follow these steps:

  1. Delete or uninstall the existing SRC.
  2. Clear the cache of your web application server.
  3. Redeploy the old SRC war package.
  4. Restore your old customizations.