Recover from Failed Upgrade (7012 to 7019)
On Friday we attempted to upgrade our 7012 installation with SQL to 7019, first taking a backup of the ServiceDesk using the backUpData.bat.
When installing the update (7019 is the latest service pack) via UpdateManager.bat all was seeming to go well until the SQL transaction log rapidly increased in size beyond from 500MB to over 2GB resulting in the drive running out of space. At that point the update failed and the update utility reported it was rolling back the changes although a few seconds later it closed with no log updates or reported errors.
I tried restoring the backup using the restoreData.bat utility although it would constantly close very early into the restore process reporting receiving the following error:
Unable to restore database : E:\AdventNet\ME\ServiceDesk\bin\..\custom\customimages\Thumbs.db (Access is denied)
Renaming the custom folder resolved that problem but now whenever we try to restore the database the transaction log increases in size the following error is reported:
Unable to restore database : The transaction log for database 'servicedesk' is full. To find out why space in the log cannot be reused, see the log_reuse_wait_desc column in sys.databases
We then took the approach of installing a new SQL instance on a seperate drive, installing a fresh copy of 7012, connecting it to the new instance and then restoring the backup to that. Here are the steps followed:
- Installed a new SQL instance on E-Drive (instance name SQL2005)
- Downloaded and installed a fresh copy of Service Desk 7012 (version before upgrade attempt)
- Pointed the fresh installation to the new SQL instance using the changeDBServer.bat utility and the instance SA account
- Successfully restored all data to SQL database in the new instance
After carrying out those steps and running run.bat to start the Service Desk the SQLOne Search and AdventNetServiceDesk tasks fail and the Service Desk does not start. I have scoured pretty much every post in the AdventNet forums with no success in tracking down the problem. The main solution for most people has been to delete the extracted folder and then execute run.bat which has not resolved it for us.
Any help would be very gratefully received in getting our server back up and running.
Kind Regards,
David Davies
When installing the update (7019 is the latest service pack) via UpdateManager.bat all was seeming to go well until the SQL transaction log rapidly increased in size beyond from 500MB to over 2GB resulting in the drive running out of space. At that point the update failed and the update utility reported it was rolling back the changes although a few seconds later it closed with no log updates or reported errors.
I tried restoring the backup using the restoreData.bat utility although it would constantly close very early into the restore process reporting receiving the following error:
Unable to restore database : E:\AdventNet\ME\ServiceDesk\bin\..\custom\customimages\Thumbs.db (Access is denied)
Renaming the custom folder resolved that problem but now whenever we try to restore the database the transaction log increases in size the following error is reported:
Unable to restore database : The transaction log for database 'servicedesk' is full. To find out why space in the log cannot be reused, see the log_reuse_wait_desc column in sys.databases
We then took the approach of installing a new SQL instance on a seperate drive, installing a fresh copy of 7012, connecting it to the new instance and then restoring the backup to that. Here are the steps followed:
- Installed a new SQL instance on E-Drive (instance name SQL2005)
- Downloaded and installed a fresh copy of Service Desk 7012 (version before upgrade attempt)
- Pointed the fresh installation to the new SQL instance using the changeDBServer.bat utility and the instance SA account
- Successfully restored all data to SQL database in the new instance
After carrying out those steps and running run.bat to start the Service Desk the SQLOne Search and AdventNetServiceDesk tasks fail and the Service Desk does not start. I have scoured pretty much every post in the AdventNet forums with no success in tracking down the problem. The main solution for most people has been to delete the extracted folder and then execute run.bat which has not resolved it for us.
Any help would be very gratefully received in getting our server back up and running.
Kind Regards,
David Davies