Upgrade Failure due to the presence of CtrlZ Failure

Upgrade Failure due to the presence of CtrlZ Failure

This issue (SD-118352) in fixed in version 14710. Post this release, these characters are handled in the migration itself.  If you are planning to migrate from version less than 14610 to 14610, then you can directly migrate to 14710, to handle this ctrlz characters automatically.

      In certain upgrade flow in ServicedeskPlus, (refer below table), the postgres database bundled with the product is upgraded. During this upgrade process, data from the current postgres instance will be migrated to the new upgraded postgres instance 11.17.  During this process, we use PostgreSQL tools pg_dump and pg_restore, to take backup and restore data from the old to the new PostgreSQL setup.

      The below trace identified from logs shows that the issue is due to the presence of  ^Z(ctrl+Z) character in your database.  The presence of this character in any column interferes with the execution of the data migration of the consecutive column data of the same row. To Solve this issue we need to replace the ^Z characters using English sentences or words or even space would be fine. We have created an tool to clear this problematic characters from the database in order to proceed with migration.

For older releases, such as build version less than 10500, Refer this article to resolve this issue.

Upgrade from version
Upgrade to Version
Build Version < 14300
Build Version < 14610
 14610 and above

Log Trace : 

  1. Aug 3, 2023 11:19:19 AM  [com.zoho.postgres.migrate.DumpMigration]  [WARNING] : Error :::: ERROR:  missing data for column "columnoldvalue"
  2. Aug 3, 2023 11:19:19 AM  [com.zoho.postgres.migrate.DumpMigration]  [INFO] : ERROR:  missing data for column "columnoldvalue"
  3. Aug 3, 2023 11:19:19 AM  [com.zoho.postgres.migrate.DumpMigration]  [INFO] : CONTEXT:  COPY hwaudithistory, line 8557585: "8479381  1443439 HardDiskInfo    SERIALNUMBER    H­…øÿÿ�?ø"
  1. Dec 4, 2023 8:52:33 PM  [com.zoho.postgres.migrate.DumpMigration]  [WARNING] : Error :::: ERROR:  extra data after last expected column
  2. Dec 4, 2023 8:52:33 PM  [com.zoho.postgres.migrate.DumpMigration]  [INFO] : ERROR:  extra data after last expected column
  3. Dec 4, 2023 8:52:33 PM  [com.zoho.postgres.migrate.DumpMigration]  [INFO] : CONTEXT:  COPY aaaaccount, line 6057: "6845 6845 1 2 14921675104876846 6846 1 2 1492167511205"

Steps To Execute the Tool : 
  1. Download the attached zip and extract it on the <servicedeskplus home> directory. A folder will be created at <servicedeskplus_home>\ctrlZScanner.
  2. Start the ServiceDeskPlus Service \ Database server.
  3. Navigate into <servicedeskplus_home>\ctrlZscanner folder and execute run.bat once the server is started.
  4. A log file named ctrlZScanner.log will be created.
  5. Stop the application server.
  6. Try upgrading the application after this. 
Check whether the upgrade is a success. If the upgrade fails, a log file named ctrlZScanner.log will be created. share it with us. attach the logs folder too.

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