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Home > Success Center > Log & Event Manager (LEM) > SolarWinds LEM Upgrade Guide > Upgrade LEM: complete steps > Upgrade the virtual appliances

Upgrade the virtual appliances

During this process, the upgrade script disconnects the LEM virtual appliance from all LEM agents and consoles.

  1. Prepare the upgrade media.
    1. Download the Upgrade Package for LEM Virtual and SIM Hardware Appliance ZIP file from the SolarWinds Customer Portal.
    2. Unzip the file.
    3. Open the SolarWinds Log & Event Manager 6.3.1 Upgrade folder.
    4. Copy the TriGeo and Upgrade folders to the root of a network share.

      The upgrade locates the two directories only when \\<server-IP>\<share-name> is specified. For example, for \\<server-IP>\<share-name>, the TriGeo and Upgrade directories are placed directly under <share-name>.

  2. Connect to the LEM virtual appliance using the virtual console (vSphere or Hyper-V Manager) or an SSH client (such as PuTTY).

    If you are using an SSH client, use port 32022 and log in with your CMC user credentials.

  3. Access the CMC prompt.

    In vSphere, arrow down to Advanced Configuration, and then press Enter.

    In PuTTY, log in using your CMC credentials.

  4. At the cmc> prompt, enter:

    upgrade

  5. Follow the onscreen instructions to complete the LEM appliance upgrade.

Troubleshoot errors during the appliance upgrade

If you encounter errors during the appliance upgrade, review the error message information below before you contact Customer Support.

Error Message Resolution
An error occurred during the upgrade. Rerun the upgrade script. If the script returns the error again, pull debugging information and open a Customer Support ticket.
You must upgrade to 6.2.1 before upgrading to 6.3.1. See Upgrading from prior versions for the appropriate upgrade procedure.

The current host name is invalid.

The database is not running.

This error occurs when the host name for your LEM virtual appliance contains an underscore ( _ ) character.

To resolve this issue:

  1. Enter exit to return to the cmc> prompt.
  2. At the cmc> prompt, enter appliance, and then press Enter.
  3. At the cmc::acm prompt, enter hostname, and then press Enter.
  4. Follow the onscreen instructions to change your LEM virtual appliance hostname to a name that does not contain the underscore character.

    When you change the host name, any agent of a syslog device that sends log data to the LEM host name will require configuration changes.

  5. Rerun the upgrade script.

    If the script returns the error again, pull debugging information from your LEM appliance and open a Customer Support ticket.

    Additionally, perform these procedures to troubleshoot the following error:

    The database is not running.

Getting Help

Use the debug command on your LEM virtual appliance to pull log files from the appliance to send to Customer Support. These files contain debugging information used by Customer Support to troubleshoot your issue.

Pull debugging information from your LEM virtual appliance

  1. Connect to your LEM virtual appliance using the vSphere console view or an SSH client (such as PuTTY).

    If you are using an SSH client, log in to your LEM virtual appliance using your CMC credentials.

  2. At the cmc> prompt, enter manager, and press Enter.
  3. At the cmc::cmm prompt, enter debug, and press Enter.
  4. Specify whether you want to send the debugging files as an email or save the files to a network location.

    Some debugging files may be too large to send to Customer Support through email. To resolve this issue, save the files to a separate location, and then compress them into a ZIP file. When completed, email the file to yourself. If you receive the email with the attached debugging files, forward the file to Customer Support.

  5. Follow the prompts on your screen to generate the files.
  6. Verify that the script generated three files with the following extensions:
    • .tgz
    • .log
    • .txt
  7. Email these files to Customer Support.

    These files do not contain alert data or other data from your LEM database.

  8. Enter exit and press Enter to return to the cmc> prompt.
  9. Enter exit and press Enter to log out of your LEM virtual appliance.

Send the log files to Customer Support

  1. Save your debugging information in a compressed folder (such as a ZIP file).

    If your ZIP file is 10 MB or smaller, email the file directly to your existing support case or create a new case with Customer Support. If you established email communication with Customer Support about this issue, reply to the existing email thread.

    If your ZIP file is larger than 10 MB:

    1. Navigate to solarwinds.leapfile.com.
    2. Click Secure Upload.
    3. Enter support@solarwinds.net in the Recipient Email field.
    4. Click Start.
    5. Complete the Secure Upload form and click Select files to send (Regular Upload).
    6. Click Choose file and select a debug file to upload.
    7. Click Open.
    8. Repeat this procedure for all debug files you want to send to Customer Support.
  2. When completed, click Upload & Send.

    The ZIP file is sent to Customer Support.

    Customer Support is not automatically notified when you upload files to the Secure File Exchange website. If you established email communications with Customer Support about this issue, reply to the existing email thread to notify them that you uploaded the files. Otherwise, place a similar comment in your case.

 

Last modified
15:44, 3 May 2017

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