UC500 software upgrade failed

Unanswered Question
Mar 11th, 2009
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Hi all,


I feel really silly for keeping to ask questions, but the UC500 software upgrade

fails on our system on the CUE upgrade. The IOS and CME updates come

through just fine.


The error doesn't really help much at all. Any thoughts?


Eljakim



     ************************************************************
WARNING:


While the device is being upgraded with new software, the following
activities should be avoided since they are harmfull and could leave
the device in an unpredictable state:


- Manually access the device CUE module
- Activate a new feature from the left panel
- Cancel software upgrade operation prematurely
************************************************************
Software upgrade for all components requested


Start to upgrade IOS image
(Time estimation: 3 minutes)


Uploading the image.


Determining available space...
Start uploading IOS image...
IOS upgrade in progress wait...1
IOS upgrade in progress wait...2
IOS upgrade in progress wait...3
IOS upgrade in progress wait...4
IOS upgrade in progress wait...5
IOS upgrade in progress wait...6
Installing new image on the device. Please wait...
Reading new image...
Loading uc500-advipservicesk9-mz.124-20.T2 !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!


[OK - 28064456/4096 bytes]


28064456 bytes copied in 126.292 secs (222219 bytes/sec)


Done upgrading of IOS image


Start to upgrade CME files
(Time estimation: 18 minutes)


Uploading CME phone loads...
CME files upload  in progress wait...1
CME files upload  in progress wait...2
CME files upload  in progress wait...3
CME files upload  in progress wait...4
CME files upload  in progress wait...5
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Uploading CME support files...
CME files upload  in progress wait...38
CME files upload  in progress wait...39
CME files upload  in progress wait...40
CME files upload  in progress wait...41
CME files upload  in progress wait...42
CME files upload  in progress wait...43
Upload of CME files successful.
Done upgrading CME files


Software upgrade of CUE module requested.
Upgrading CUE consists of 5 steps with a total estimate time of 39 minutes.


CUE upgrade step 1: Backing up CUE configuration and data
Skipping backup CUE configuration data due to Apply Default Configuration.


CUE upgrade step 2: Installing new CUE image
(Time estimation: 17 minutes)


Setting CUE language: US English
CUE will automatically reload when install is complete.
Install of new CUE image failed.


Software upgrade for CUE module failed.


Software upgrade for one or more components failed.


Software upgrade failed.


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Steven DiStefano Thu, 03/12/2009 - 08:05
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I may guess that the CUE is not feeling well.


Can you go to the CLI on the UC500 and check:

service-module integrated-Service-Engine 0/0 status


Is this a production system upgrade?


From what version (bundle) from and to?

eljakimit Thu, 03/12/2009 - 08:14
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Hi Steve,


the results:


UC520#service-module integrated-Service-Engine 0/0 status

Service Module is Cisco Integrated-Service-Engine0/0

Service Module supports session via TTY line 2

Service Module is in Steady state

Service Module heartbeat-reset is enabled

Getting status from the Service Module, please wait..


Cisco Unity Express 3.2.1

CUE running on UC500


It's supposed to be a production system, but it's not up-and-running yet (nor has it ever been).

This is the upgrade from the factory default.

Eljakim


Steven DiStefano Thu, 03/12/2009 - 08:33
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Have you tried to upgrade again?

Are you using CCA 1.9.1 (I hope so).

3.2.1 is part of the 7.0.2 bundle zip so try to upgrade again from CCA 1.9.1 and when it asks you if you want to proceed with CUE upgrade cause the revisions is the same, say yes.  You dont have to repeat IOS/CME.


Be preparded to collect the CCA log if it fails again.

eljakimit Thu, 03/12/2009 - 08:35
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Yes,


I did use 1.9.1, and I did use the 7.0.2. I'll try again later today.


Eljakim

eljakimit Fri, 03/13/2009 - 15:27
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Hi Steve,


interestingly enough I tried this several times.


The first time the normal way as you proposed; I turned off the PC firewall first, did everything by the book. I got the same failure.


I tried it again later, but had forgotten that the PC firewall was switched on. I got -- obviously -- a different failure, BUT, something had happened! The CAA had made way more space on the device.


So when I tried it the third time strangely enough, it just worked.


Thanks!


Eljakim

Attachment: 
Albert Wilhelm Sat, 06/06/2009 - 22:23
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Hello Steve,


I am having the same problem with upgrading via CCA. I am using CCA 1.9.1 and Software Pack 7.03. When I upgraded using CCA, it only upgraded halfway. I turned off the Firewall and made sure there were no FTP/TFTP servers running. I even rebooted my PC before starting the upgrade.


Now, I am not able to access the Voice features via CCA or try to upgrade. I keep getting the error message "Cannot retrieve CUE version information."


Here is the status of the Service module:

service-module integrated-Service-Engine 0/0 status

Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is in Steady state
Service Module heartbeat-reset is enabled
Getting status from the Service Module, please wait..


Cisco Unity Express 7.0.3
CUE running on UC500


Here is the version of the IOS:

Cisco IOS Software, UC500 Software (UC500-ADVIPSERVICESK9-M), Version 12.4(20)T2, RELEASE SOFTWARE (fc3)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2009 by Cisco Systems, Inc.
Compiled Mon 26-Jan-09 20:55 by prod_rel_team

ROM: System Bootstrap, Version 12.4(11r)XW, RELEASE SOFTWARE (fc1)

APW_UC520 uptime is 44 minutes
System returned to ROM by reload at 23:29:27 GMT Sat Jun 6 2009
System restarted at 23:47:58 GMT Sat Jun 6 2009
System image file is "flash:uc500-advipservicesk9-mz.124-20.T2"
Last reload reason: Reload Command


Is there a way to rebuild the CUE?? I am stuck as the voice services can not be accessed via CCA.


Thank you for your support.

Bert

cchubb Sun, 06/07/2009 - 09:30
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Hi Bert et al.


I am having this exact problem.


A new UC520 running Version 12.4(11)XW7.  I booted an connect with CCA 1.9.1 and proceeded to do an upgrade of IOS and CUE to software pack 7.0(3)


When I upgraded using CCA, it only upgraded halfway.  It stopped with a message about ensuring there were no TFTP server programs running, which there were not.



Now, I am not able to access the Voice features via CCA or try to upgrade. I initially got a "Cannot retrieve CUE version information".


I rebooted the UC520 and am now getting a "java.lang.NullPointerException" error.


Here's my specifics


UC520#sh telephony-service
CONFIG (Version=7.0(0))
=====================
Version 7.0(0)
Cisco Unified Communications Manager Express


UC520#sh ver
Cisco IOS Software, UC500 Software (UC500-ADVIPSERVICESK9-M), Version 12.4(20)T2, RELEASE SOFTWARE (fc3)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2009 by Cisco Systems, Inc.
Compiled Mon 26-Jan-09 20:55 by prod_rel_team

ROM: System Bootstrap, Version 12.4(11r)XW3, RELEASE SOFTWARE (fc1)


UC520#service-module integrated-Service-Engine 0/0 status
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is in Steady state
Service Module heartbeat-reset is enabled
Getting status from the Service Module, please wait..

Cisco Unity Express 7.0.3
CUE running on UC500


I'm going to continue troubleshooting and will keep you posted. If anyone has any ideas, please advice.

Thanks!!


Chris

cchubb Sun, 06/07/2009 - 14:17
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Hi Bert,


I erased my config and set it back to factory default using UC520-48U-T-E-F-K9-factory-7.0.3.cfg (which is the proper default load for my UC520).

Then i tried CCA v. 1.9.1 again and still had the same problem.

I checked through Flash, and thoroughly through the config.  I also reviewed the Out Of Band document which was referenced earlier in this thread. no luck at all.


Then i downloaded and installed Cisco Configuration Assistant 2.0 and tried again.

Problem resolved.


The last UC520 i configured for a customer also had a problem which gave the java.lang.NullPointerException error message also. In that instance i determined that the privilged password required for CCA access also needed to be the same as the enable secret.


Hope this helps.



Chris Chubb

Systems Consultant

UNIS LUMIN Inc.

Albert Wilhelm Sun, 06/07/2009 - 16:21
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Hello Chris,


This has been an interesting upgrade issue. I initially started out to upgrade the UC520 with CCA 2.0. The UC520 had the same version of IOS as yours - 12.4(11)XW7. However, trying to access the upgrade and the Voice modules was not working well. I do not remember all the error messages, but using CCA 2.0 with 12.4(11)XW7 was not working consistently.


So, uninstalled CCA 2.0 and reinstalled 1.9.1. Reconnected to the UC520 and was able to access everything, including the upgrade screen and voice modules. Upgraded the UC520 using CCA 1.9.1 and Software Pack 7.03. Came to the same problem you had during the upgrade and trouble accessing the UC520 with CCA 1.9.1. Probably looked at the same documents and threads you have to try to troubleshoot the issue.


One thing I did notice, was the fact that CUE 7.03 and IOS 12.4(20)T2 was running after the upgrade. But, using CCA 1.9.1 gave me the same error messages you encountered when trying to access the UC520.


I looked at the release notes for CCA 2.0 and noticed the minimum IOS:

http://www.cisco.com/en/US/docs/net_mgmt/cisco_configuration_assistant/version2_0/release/notes/OL159332.html


Cisco Unified Communications 500 Series platform

12.4(20)T2 or 12.4(22)YB

Not supported: 12.4(20)T3


Another thing I reviewed in the CCA 1.9.1 Release Notes under new features.

http://www.cisco.com/en/US/docs/net_mgmt/cisco_configuration_assistant/version1_0/release/notes/OL12783.html#wp101533

Support for Cisco UC500 Software Pack 7.0(2) (filename UC520-7.0.2.zip), Cisco IOS 12.4(20)T2


Does not mention support for Software Pack 7.03.


Cisco Unified Communications 500 Series platform

12.4(20)T2, 12.4(11)XW, 12.4(20)T1a

Note The 12.4(22)T and 12.4(22) YB releases are not supported.


I am wondering if the upgrade path should have been:

1. Use CCA 1.9.1 and upgrade using Software Pack 7.02


2. After step 1 is completed and verified, upgrade to CCA 2.0 and finish upgrade with Software Pack 7.03.


Since mine is a demo unit, I decided to reinstall/upgrade using CCA 2.0 and Software Pack 7.03 and revert everything to factory defaults. CCA 2.0 will tell you that the IOS and CUE version is the same as the upgrade, click "yes" to continue. The upgrade and factory defaults worked.


Stephen/Marcos - there is a lot of threads about this issue. Since many of the UC500/520s in the field are using IOS 12.4(11)XW, should the upgrade procedure be to upgrade with SP 7.02 (using 1.9.1) and then (using CCA 2.0) upgrade to SP 7.03?


Hope this helps.

Bert

Marcos Hernandez Sun, 06/07/2009 - 17:30
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Bert,


thanks a lot for this post. I have forwarded this thread to our CCA Product Manager. He will confirm what are the valid upgrade paths. We will have an updated answer tomorrow at the latest. You are right that this needs to be clarified. This thread only, has been seen almost 1300 times.


Thanks again,


Marcos Hernandez
Technical Marketing Engineer
Cisco Systems, Inc.

Steven DiStefano Mon, 06/08/2009 - 05:30
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Being initially involved in this thread, I feel obligated to share what my experience has been so far in the field.   I yeild to the BU for the authoritative answer.


I only upgrade to 7.0.3 bundle zip using CCA 2.0.


I have upgraded systems running XW9 and 7.0.2 directly to 7.0.3 using CCA 2.0. 


There shouldnt be a need to take intermediate steps to different levels using different CCA.  The new CCA 2.0 is intended to be backward compatible.


As a not, I always have selected the auto format flash option in all scenarious, since I enjoy the placement of files in appropriate sub directories, and I dont ever choose restore to factory default.


If we are seeing problems getting to XW7 ort XW9 to 7.0.3 (12.4(20)T2), then I think we must raise TAC cases on that....


Hopefully I haved distracted from the main issue and I hope I understood.  Please tell me if there is a different issue at hand.


Steve DiStefano

Systems Engineer, US Field Channel Sales.

Christopher Hinkle Thu, 08/20/2009 - 22:56
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I wonder -- have the valid upgrade paths been verified?  I'm looking at upgrading from 12.4(11)XW7 and CUE 3.0.3 to the latest version, but I've never used CCA at all.  This equipment was installed by a vendor which is no longer available.  I'm not sure whether CCA was used to do the installation at the beginning and if installing it now and upgrading will cause serious problems with my configuration (this is a production box, and I don't have a test platform).  I read the compatibility statement that was found above by Bert Wilhelm, and was going to try to upgrade the IOS manually, but from what I'm reading around the 'net, that seems to be ill-advised.  Should I install CCA 2.0 and give it a go, or use 1.9 first, or do something manually?


Thanks,

chris.

Steven DiStefano Fri, 08/21/2009 - 05:31
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Yes,  This thread is old and I have since confirmed that upgrading doesnt require intermediate steps.

With CCA 2.0(1) you should be able to upgrade directly to the latest official bundle zip.  Your EULA allows you to do this once if you didnt purchase SmartNet contract for unlimited SW downloads.


Remember that the bundle includes CUE (which is a beast to do manual) so dont do this unless you have the skill.  CCA makes it all possible (IOS/CME and CUE) via GUI.  Eliminates all the manual work and also will reformat the flash into the current best practice layout of directory structures.


You really need to get very famaliar with the unit you are now responsible for BEFORE attempting anthing.  Make sure you backup all the custom files that may be on flash.  make sure you do a backup of the entire unit (IOS and CUE) and keep it safe.  Make sure you back up vlan.dat if you use custom data vlans.


There have been cases where CCA may not complete the upgrade, but this would be due to an FTP or TFTP service running on the PC that runs CCA, dual NIC configuration on the PC, or OOB CLI that was entered without respect of the OOB COnfiguration guide.


If you have an NFR system of your own, I would stage this on that first.  Mock your system to replicate the customers system and try it yourself first.

Contact PDI support desk if you have questions on design or implementation.

Christopher Hinkle Fri, 08/21/2009 - 07:59
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Brilliant... thanks very much for this great information.  I am familiar with the system and have made minor CLI changes, but, as I said, I didn't set it up initially.


The one remaining concern I have is, does an upgrade like this typically wipe out the existing configuration so that it has to be restored from backup, or should I expect the system to continue working as it has been (or better) prior to the upgrade without additional intervention?  I'll certainly back up everything I can but wanted to know what to expect before proceeding.


Thanks again,

chris.

Albert Wilhelm Fri, 08/21/2009 - 08:18
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Hello Chris,


No, the upgrade does not wipe out the configuration for the UC520. I always backup the configuration prior to upgrading - always a good practice. :-)


I have done this many times with a production system - off hours of course - and never had a problem.


Use CCA 2.0 or 2.01 to backup the configs:

1. Maintenance-->Configuration Archive.

2. A dialog box will appear with the Backup tab highlighted.

3. Select your hostname (defaults to "All Devices").

4. Enter any notes you want for the back up.

5. Then click on "backup" button.


Takes about a minute depending on the configuration of the UC520.


Hope this helps.

Bert

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