26.13 Troubleshooting Upgrade Assistant

Troubleshooting Using Log Files

Log File Path	Troubleshooting Information
/var/opt/novell/nam/logs/adminconsole/tomcat/catalina.out	Device: Primary Administration Console Purpose: Captures logs for all user actions performed from Upgrade Assistant available in Primary Administration Console.Use it as first step of debugging for any failure or error message displayed on Upgrade Assistant User Interface.
/var/opt/novell/nam/logs/jcc/jcc-0.log.0	Device: Identity Server, Access Gateway, Analytics Server Purpose: Captures device registration/de-registration logs.
/var/opt/novell/nam/logs/ua_registration/registration.log	Device: All devices Purpose: Captures device registration/de-registration logs.
/var/opt/novell/nam/logs/ua_registration/suse_register.log	Device: All devices Purpose: Captures logs for suse_register command execution which is used in registration.
/var/opt/novell/nam/logs/ua_agent/application.log	Device: All devices Purpose: Captures logs of novell-ua-agent.service.
/tmp/novell_access_manager	Device: All devices Purpose: Has upgrade logs which are generated after upgrade process is complete.

Troubleshooting Using Error Messages

The following sections include important error messages along with required actions:

Error Message: Failed to fetch status from novell-ua-agent service

Description: This messages is displayed in scenarios where Primary Administration Console is unable to fetch Upgrade Assistant agent’s status from respective devices and communication between Primary Administration Console and Upgrade Assistant agent service is disrupted. Few example scenarios where this can happen:
- Upgrade Assistant agent service is down.
- Upgrade Assistant agent service is disabled.
- Some failure happened during Upgrade Assistant Agent service upgrade and agent service is unable to come up in active state.
Workaround:

Use the following command to validate that Upgrade Assistant agent service is up and running on the device:
```
systemctl status novell-ua-agent
```
Restart the service using the following command:
```
systemctl restart novell-ua-agent
```
Log in to the Administration Console and check if you are able to resolve this error message and if you are able to initiate upgrade successfully. Keep the /var/opt/novell/nam/logs/ua_agent/application.log and /var/opt/novell/nam/logs/adminconsole/tomcat/catalina.out log files available for troubleshooting.
Error Message: Unexpected failure. Please check Administration console log at /var/opt/novell/nam/logs/adminconsole/tomcat/catalina.out.

Description: This message is displayed in scenarios where Primary Administration Console does not receive a response from the application (AMService/JCC/Upgrade Assistant agent service).

Workaround: Use the Primary Administration Console’s catalina.out file to troubleshoot and resolve the issue accordingly.
Error Message: Failed to get details about available updates.

Description: This message is displayed in scenarios where Primary Administration Console fails to receive updates from Access Manager Online update service to which user has registered.

Workaround: Ensure that Access Manager Product Channel is accessible and updates are available in the Product Channel. You can use Primary Administration Console’s catalina.out log to further troubleshoot the issue.
Error Message: You cannot continue using Upgrade Assistant. Stop any zypper process running on the system OR You cannot continue using Upgrade Assistant. Stop any yum process running on the system.

Description: This message is displayed when there is already a zypper/yum process or a zypper/yum cron job running on the system and user access Upgrade Assistant User Interface. To resolve this, stop the zypper/yum process or zypper/yum cron job and then access Upgrade Assistant User Interface and perform further operations using Upgrade Assistant. Once you are done using Upgrade Assistant, you can restart the zypper/yum process or zypper/yum cron job.
Error Message: Upgrade Failed/Update Failed.

Description: This message comes when update process fails due to either of mentioned reasons:
- The upgrade_nam.sh script has failed
- The novell-ua-agent service has issues.
Workaround:
- For upgrade_nam.sh script failures, check upgrade logs at /tmp/novell_access_manager.
- For issues in novell-ua-agent service, restart service using command systemctl restart novell-ua-agent. After service is restarted, re-try update from Upgrade Assistant user interface.
Error Message: WARNING: Killing process

Description: By default, the Update Service registration timeout is four minutes. If the registration process takes longer than four minutes, registration fails and the error message is logged in the JCC log.

Workaround: To fix this issue, based on your setup, increase the timeout value in the registration API request body and retry the registration through the POST /nps/rest/ua/channel Content-Type: application/json API.
```
{ 
    "sType":"microFocusCustomerCenter",
    "email":<"email ID">,
    "activationKey":<"activation key">,
    "timeout":240 #in seconds   
}
```
The following is an example JSON to set the timeout value to five minutes:
```
{ 
    "sType":"microFocusCustomerCenter",
    "email":"ht@dfsdf.com",
    "activationKey":"sdfsdff",
    "timeout": 300 
}
```

NOTE:Contact Micro Focus customer center if you are unable to successfully troubleshoot any issue using the workarounds mentioned in this section.