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Contributor.
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ZENworks 2017 11.4.2 to 2017 Failure

Hello,

I am working on upgrading a couple of ZENworks zone to 2017 from 11.4.2. Both are running into the same error. They finish and receive the message "The upgrade of ZENworks 2017 is finished, but some errors occurred during the upgrade. Please see the upgrade log for details".

Both are Server 2012 R2 Standard

 

The upgrade log shows a single failure: Upgrading packages failed. Check the C:\Program Files (x86)\Novell\ZENworks\logs\system-update\5017000000fc50000000002016121615\system-update.log file for more details.

The error from that log: [ERROR] [05/18/2020 15:54:58.541] [1816] [ZENUpdater] [] [Administrator] [SystemUpdate] [MSI_INSTALL_ERROR] [ERROR] [novell-zenworks-primary-agent-17.0.0.1227.msi,1603] [] [] [ZENworks]

Finally, the last line in the log shows that it finished with error: [ERROR] [05/18/2020 16:14:51.973] [1816] [ZENUpdater] [] [Administrator] [SystemUpdate] [ERROR_DURING_INSTALL] [FINISHED_WITH_ERROR] [] [] [] [ZENworks] 

 

If I reboot the server, the ZENworks agent options are grayed out. The agent appears to be busted. Any ideas on what the issue could be? Currently both zones are in school environments and we have quite a few left to be upgraded.

 

Thanks!

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Micro Focus Expert
Micro Focus Expert

Re: ZENworks 2017 11.4.2 to 2017 Failure

Shot in the Dark here, since there is little data....

But I've seen this recently but on ZCM 2020 upgrades...

The error from that log: [ERROR] [05/18/2020 15:54:58.541] [1816] [ZENUpdater] [] [Administrator] [SystemUpdate] [MSI_INSTALL_ERROR] [ERROR] [novell-zenworks-primary-agent-17.0.0.1227.msi,1603] [] [] [ZENworks]

 

In short, if you look at the Root of the CACHE folder, there is a "DENY" for "USERS".  Remove this Deny and try upgrading again.  This DENY is supposed to get removed during the upgrade and then placed back.

I've seen it cause errors on that MSI before. 

Your could try re-installing just the one MSI or probably best re-run the Upgrade after removing the Deny.  the Deny will try coming back...so verify its gone just before running the upgrade.

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Contributor.
Contributor.

Re: ZENworks 2017 11.4.2 to 2017 Failure

@CRAIGDWILSON  - Looks like that resolved the issue. I removed the "DENY" and ran the upgrade again. This time it finished successfully. Strange that this happens sporadically. We have upgraded several zones without seeing this particular issue. Thanks!

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Micro Focus Expert
Micro Focus Expert

Re: ZENworks 2017 11.4.2 to 2017 Failure

There is a ticket open with Development about this......We have had a few calls recently about this, but never before.....So odd.....Glad it worked for you!

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: ZENworks 2017 11.4.2 to 2017 Failure

Hi,

   By any chance, is this an AD user who is doing the update? If yes, can you provide the rights assigned for that user in the AD? As Craig has mentioned, we have seen a few times this recently...

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