Rolling back a failed upgrade

Rolling back a failed upgrade

You can roll back SupportCenter Plus to the previous version when the latest upgrade fails.

Sending files for Analysis 

Send us the following file(s) to analyze the issue before Rollback.   
1. Log - Zip the complete log folder present under <SupportCenter_Plus_Home>\logs
2. Backup file - You can either send a full backup file or trimmed back up file. To know more about backup, click here.

Note: We will restore the data in our environment and analyze the issue further.

You can upload the file(s) in the following link :

http://bonitas2.zohocorp.com/

- In the upload page, please select 'Product' as 'SupportCenter Plus'.

- Fill the other fields and click on 'Upload'. This will upload the data file and you will receive and email confirmation.

  • Sending us the log files from the failed setup that will help us identify the root cause of the failure and in turn help us improve the upgrade tool.

  • You can also send the files updatemgrlog0.txt, updatemgrlog1.txt and updatemgrlog2.txt found in <SupportCenter_Plus_Home>\logs folder to support@supportcenterplus.com.


 Restoring the previous version  

When SupportCenter Plus upgrade fails, it is possible to build a system identical to the one prior to the upgrade, provided a backup was taken before the upgrade. This backup could be a manual backup initiated before the upgrade process or it could be a backup which the system would have prompted during the upgrade process.

Instructions to rollback SupportCenter Plus to the previous version:

If SupportCenter Plus and the database are installed on the same Virtual Server, then a snapshot taken just before the upgrade can be used to restore the SupportCenter Plus.

Otherwise, a new installation of the prior build needs to be installed and then the backup file can be restored. You can download the respective builds from the following location: https://archives2.manageengine.com/support-center/ 

  1. Before installing the build please rename the existing installation folder of SupportCenter Plus to SupportCenterPlus_OLD. This is important because we do not want the new installation to overwrite the existing installation.
    Note: Installation process will first try to uninstall the current setup. So, you may need to run it the second time to install the application.

  2. Locate the backup file that was taken before the upgrade process. The backup file should be present in the (C:\ManageEngine\SupportCenterPlus\backup) folder in the old installation. If the name of the backup file contains "fullbackup", it will have the database information and attachments otherwise its a trimmed-backup which contains database information alone.Trimmed Backups are stored under (C:\ManageEngine\SupportCenterPlus\trimmedbackup).Either of these can be used to restore the database. Please check the time stamp on the backup files so that you know you are restoring the correct file.

  3. If the database is MSSQL, you need to delete the existing database for the SupportCenter Plus in the SQL server(By default the database name will be 'supportcenter'). After deletion run the changeDBServer.bat/sh script found in the /bin folder to enter MSSQL settings and test the connection and save. After the settings are successfully saved, start and stop SupportCenter Plus [Only after a restart of the application the database tables gets created in the SQL server]. Skip to step 5.

  4. Start the service ManageEngine SupportCenter Plus make sure you are able to login using the default username, password and then stop the service.

  5. Run restoreData.bat/sh script and choose the backup file you identified in Step 2. Once the restore is complete, a dialog pops up saying the data restore is successful and you can click 'Close' button to exit.

  6. Now, If you had used a trimmed backup to restore the data, then you need to copy the following folders from old installation to the new installation:
    /archive
    /fileattachments
    /custom
    /inlineimages

  7. Start the application and make sure your data is intact.

Uninstallation of a successfully installed patch is not supported.

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