FAQ: Troubleshooting DMS appliance upgrade failures?

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Tue, 11/23/2010 - 15:00
Nov 23rd, 2010
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NETPRO TROUBLESHOOTING TEMPLATE FOR:

=======================================


SYMPTOMS(s):


The following errors are logged repeatedly in the "dmsupgrade.log" file:


5.1 to 5.2 START

=================

===RPM INSTALL===

=================

./install.sh: line 117: /usr/local/DMS-PREUPG-5.2/preboot.sh: No such file or directory




*********************************************


The most common problem seen with these symptoms is

a corrupt image or a DVD that is not acceptable to the

DMS appliance.


TROUBLESHOOTING:


Generic Information Data needed:

--------------------------------

- Is this a DMS HW Appliance or VMware Appliance?

- What HW & SW Versions of DMS Appliances?

- Get from the Customer or Partner, the URL Address of the UPGRADE GUIDE

  that they are using during the Upgrade process.

- Where did you get the ISO image or DVD from?

- If you downloaded ISO image, Did you use FTP or HTTP via Browser?

 


BASIC STEPS

-----------


- Verify Customers\Partners HW & SW versions against the supported Upgrade

  path.


  Upgrade/Hardware Compatibility Matrix

  http://www.cisco.com/en/US/docs/video/digital_media_systems/5_x/5_2/dms/upgrade/guide/521UpgradeGuide.html#wp316812


  Cisco Digital Media System Compatibility Information

  http://www.cisco.com/en/US/docs/video/digital_media_systems/dms_compat.html


  Note: From the AAI interface(s) of the DMS Appliance(s), Get Screen snapshot of the

        "SHOW INFO" information.



- Verify the Upgrade procedure is not via the "console" (locally) and not via

  a KVM (remotely)



- Verify that there is no USB drives are attached\left in the DMS appliance being

  upgraded.



- Get a DETAILED description of the exact steps performed during the Upgrade

  process


  Here is the link to the guide in case they don't have it:

  http://www.cisco.com/en/US/docs/video/digital_media_systems/5_x/5_2/dms/upgrade/guide/521UpgradeGuide.html


  Note: A common issue here is that the Customer\Partner does not follow the exact steps

        in the upgrade guide. They try to reboot appliance with Upgrade .ISO in box and try

        to upgrade like a new install.



- Get SYSREPORT LOGS from DMS Appliance. Note: You may want to change LOG

  Levels to DEBUG and repeat DMM Tests above after LOG Level changes.



- Verify the ISO image MD5 HASH


  REFER TO Netpro FAQ - MD5 HASH FILE CHECK ON DMS IMAGES

  https://supportforums.cisco.com/thread/2054115


- May also have problems with the physical media (DVD).

  Try to burn it again in a lower speed.  Also, Try different machines

  when burning the DVDs.  We have seen issues with DVDs that were burned

  in IBM Laptops.



- Possible BAD Hardware (not likely)




ADVANCED STEPS

--------------


- Escalate to Cisco TAC





REFERENCES:

-----------

Upgrade Guide for Cisco Digital Media Suite Release 5.2.x

http://www.cisco.com/en/US/docs/video/digital_media_systems/5_x/5_2/dms/upgrade/guide/dms52upg.html


Upgrade Guide for Cisco Digital Media Suite Release 5.2.1

http://www.cisco.com/en/US/docs/video/digital_media_systems/5_x/5_2/dms/upgrade/guide/521UpgradeGuide.html


Upgrade/Hardware Compatibility Matrix

http://www.cisco.com/en/US/docs/video/digital_media_systems/5_x/5_2/dms/upgrade/guide/521UpgradeGuide.html#wp316812


Cisco Digital Media System Compatibility Information

http://www.cisco.com/en/US/docs/video/digital_media_systems/dms_compat.html


MD5 HASH FILE CHECK ON DMS IMAGES

https://supportforums.cisco.com/thread/2054115






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