UC520 - Upgrade failure to 8.0.4 (Cannot retrieve CUE version information)

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Sep 28th, 2010

Attempting to upgrade to 8.0.4 - production box - prefer to not factory-default it.  Have attempted from multiple PCs.

CCA 2.2.5

Windows firewall disabled

Single wired network interface enabled

CUE 7.1.3 / IOS 15.0(1)XA fc2

I am able to successfully session into CUE and status is good.  Have tried completely removing access lists on the UC520 and able to ping CUE from CME and vice versa. 

Here is the end of the log that seems to apply to the upgrade in CCA.  If more detail is needed, it can be provided.  This is a production box so I would prefer not to factory-default it.

Any help is appreciated!

-Joe

++: DEBUG:  : Duration for [upd Device<--Mirror() @ com.cisco.cpnm.features.mcebu.cuc500.swupgrade.CUC500SoftwareUpgradeSettingsTask] = [1460] msec.

++: DEBUG:  : WDTask::setHierarchy .CUC500SoftwareUpgradeSettingsTask

++: DEBUG:  : WDTask::setHierarchy .SwUpgradeTask

++: DEBUG:  : WDTask::setHierarchy .SupportInfoTask

++: DEBUG:  : Duration for [create() @ com.cisco.cpnm.features.defn.about.SupportInfoTask] = [29] msec.

++: DEBUG:  : WDTask::setHierarchy .TroubleshootingLogsTask

++: DEBUG:  : Duration for [create() @ com.cisco.cpnm.features.defn.logs.TroubleshootingLogsTask] = [9] msec.

++: DEBUG:  : Duration for [upd Mirror<--Device() @ com.cisco.cpnm.features.defn.logs.TroubleshootingLogsTask] = [56] msec.

++: DEBUG:  : Duration for [upd Mirror<--Device() @ com.cisco.cpnm.frmwrk.gen.wd.WDComboBox] = [56] msec.

++: DEBUG:  : Duration for [upd Mirror<--Device() @ com.cisco.cpnm.frmwrk.gen.wd.WDPanel] = [56] msec.

++: DEBUG:  : Clear CUE session and put CUE in exec mode...

++: DEBUG:  : [email protected]: getAuthCreds() called for: telnet://10.1.1.1:23; realm: null

++: DEBUG:  : Current CUE transport timeout =90000

++: DEBUG:  : Current CUE deliver timeout =600

++: DEBUG:  : Session clear command sent

++: DEBUG:  : Session command = service-module Integrated-Service-Engine 0/0 session

++: DEBUG:  : Logged into CUE.

++: DEBUG:  : Learned CUE Prompt = UC500-CUE#

++: DEBUG:  : SetPrivExecMode() done - CUE Prompt = UC500-CUE#

++: DEBUG:  : Set CUE transport timeout =90000

++: DEBUG:  : Set CUE deliver timeout =90000

++: DEBUG:  : *************CUE prompt: UC500-CUE#  *************

++: DEBUG:  : [email protected]: getAuthCreds() called for: telnet://10.1.1.1:23; realm: null

2010.09.28-07:47:16-CDT DEBUG ConsoleIOSCmdService: setting timeout to 750

2010.09.28-07:47:17-CDT DEBUG ConsoleIOSCmdService: setting timeout to 5000

2010.09.28-07:47:17-CDT DEBUG the r = username:

2010.09.28-07:47:17-CDT DEBUG ConsoleIOSCmdService: sending "********\r\n"

2010.09.28-07:47:17-CDT DEBUG ConsoleIOSCmdService: setting timeout to 750

2010.09.28-07:47:18-CDT DEBUG ConsoleIOSCmdService: setting timeout to 5000

2010.09.28-07:47:18-CDT DEBUG the r = password:

2010.09.28-07:47:18-CDT DEBUG ConsoleIOSCmdService: sending "******\r\n\r\n\r\n"

2010.09.28-07:47:18-CDT DEBUG ConsoleIOSCmdService: setting timeout to 750

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: setting timeout to 5000

2010.09.28-07:47:19-CDT DEBUG the r =   [0;1muc500-cue#  [0m [0k

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: sending "\r\n"

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: rcvd "\r\u0000\u001b[0;1m"

2010.09.28-07:47:19-CDT DEBUG the r in learnPrompt = [0;1m

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: sending "\r\n"

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: rcvd "\r\u0000\u001b[0;1mUC"

2010.09.28-07:47:19-CDT DEBUG the r in learnPrompt = [0;1mUC

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: sending "\r\n"

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: rcvd "\r\u0000\u001b[0;1mUC500-C"

2010.09.28-07:47:19-CDT DEBUG the r in learnPrompt = [0;1mUC500-C

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: sending "\r\n"

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: rcvd "\r\u0000\u001b[0;1mUC500-C"

2010.09.28-07:47:19-CDT DEBUG the r in learnPrompt = [0;1mUC500-C

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: sending "\r\n"

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: rcvd "\r\u0000\u001b[0;1mUC500-C"

2010.09.28-07:47:19-CDT DEBUG the r in learnPrompt = [0;1mUC500-C

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: learned prompt is ">"

2010.09.28-07:47:19-CDT DEBUG ConsoleIOSCmdService: sending "term length 0\r\n"

2010.09.28-07:47:20-CDT DEBUG ConsoleIOSCmdService: expecting ">"

2010.09.28-07:47:20-CDT DEBUG ConsoleIOSCmdService: checkConnect

2010.09.28-07:47:20-CDT DEBUG ConsoleIOSCmdService: sending "\r\n"

2010.09.28-07:47:20-CDT DEBUG ConsoleIOSCmdService: expecting ">"

2010.09.28-07:47:20-CDT DEBUG ConsoleIOSCmdService: sending "show running-config\r\n"

2010.09.28-07:47:20-CDT DEBUG ConsoleIOSCmdServi

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MICHAEL JOHNSON Tue, 09/28/2010 - 21:00

We had the same error when trying to upgrade our in-house UC520 16u. Did not look into it further

so can't help, but we had the same problem.

I did notice that the CUE via CLI does require a separate log on unlike the UC540 and UC560, but I am not sure if that is related.

I'm hoping someone can post a fix/work around. I'm just dreading another TAC call.....

Joe Gadell Tue, 09/28/2010 - 22:31

Interesting.   CCA seems to attempt to log in and succeed.  At least according to the diagnostic log I included in my e-mail.

Let's see what the others have to say...

-Joe

Joe Gadell Fri, 10/08/2010 - 07:29

I've tried this again on a few PCs with different versions of Windows and attempted to turn the firewall off completely on the UC500 and on the PC. 

Any ideas?

thanks.

Nathan Compton Fri, 10/08/2010 - 08:20

What is the error message that you are getting in CCA?   Can you upload a screenshot?

At what point in the upgrade is it failing?  If you look under "details" while you are upgrading it should give you a status on which steps are completed.

Can you upload a full CCA log when the error occurs?

I have seen issues before that I had to factory default the CUE in order for it to work, but I know that's not the news you want to hear.

Regards,

Adam Compton

Joe Gadell Fri, 10/08/2010 - 10:03

Adam,

I believe I answered all of your questions in my first post (see subject and body).  The error is: Cannot retrieve CUE version information.  This happens immediately after you choose the upgrade file and accept the phone build.  Right when you click the button to proceed with the upgrade.

thanks,

Joe

Nathan Compton Fri, 10/08/2010 - 13:05

Joe,

I don't see any errors on the debug posted above, though it looks like it might have gotten cut off.

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