Articles in this section

See more

GUI upgrade troubleshooting guide

  • Updated
Follow

The WholesaleBackup team is super excited about this next generation backup agent you can check out the official blog post for more details.

Problem:

I staged the upgrade but the computer is not reporting as being upgraded after subsequent connections.

image4.png

Case 1 (Open GUI):

If the existing GUI was open when it tried to pull down the newly staged INI settings, then most likely when the client GUI closed it re-saved the existing INI settings that were loaded in memory over-top of the staged INI settings.

image3.png

(This re-saves the current INI settings which are loaded in memory to the INI file which might have been modified to trigger the upgrade.)

Fixes:

  • Close the GUI and re-stage the upgrade, it should pull down the newly staged INI settings on its next connection and then upgrade to the new client GUI and service automatically after its next connection.
  • If you have access to the client computer simply run the new brandname_installer.exe directly over-top of the existing installation, the installer is available for download from the web console.

 

Case 2 (.NET):

If the software was unable to find a compatible version of .NET on the computer the GUI upgrade will not proceed.

[2019/02/18-11:10:04] Info : Checking for upgrade
[2019/02/18-11:10:04] Debug : .NET TargetVersion = 4.0.0, where installed v4 = 4.7.03062.461814 [and v3 = 3.5.30729.4926] 
[2019/02/18-11:10:05] End : Exiting with no errors (code 0)

(Example of client log snippet where software client checks for .NET versions.)

Fix:

  • A message will be written into the client logs, explaining that a suitable version of .NET was not available a provide a URL to download a different version.

  

Case 3 (Windows Service de-registered):

During the upgrade process the engine will try to stop the Windows backup Scheduler Service, then upgrade and restart the service. We’ve observed a few rare cases where Service takes longer than Windows expects to respond, and as a result, Windows ignores the service and moves on.

start-service-if-stopped.png

(The _scheduler Service should be running, right-click > restart service)

Fix:

Open Windows Task Manager and go to Services or enter in Services.msc in the terminal and find yourbrand_Scheduler and ensure its status is Running, if it's not Running then right-click to Restart the Service. Once it’s in a Running state, launch the GUI using the Desktop icon.

 

Problem:

I encountered an issue while trying to stage the upgrade with the remote vault.

image2.png

(Two example cases where the remote vaults not found, or the bucket does not exist - due to these being older accounts that were never deleted from the console or server, but the data folders in the remote vault were deleted.)

Case 1 (Server Firewall):

When you stage an upgrade for a computer from the web console, the console will try to access a copy of that clients INI file from the remote vault which means it could be a WholesaleBackup Windows Server, in a network that has restricted access, thus get and put actions will fail.

image1.png

Fixes:

  • Allow the web console to access the Server to stage the file by adding an exception or rule for https://dash.backupops.com 
  • If you have access to the client computer simply run the new brandname_installer.exe directly over-top of the existing installation, the installer is available for download from the web console.

 

Case 2 (Not found):

There’s a chance you might be staging an upgrade for a computer or account that has no remote vault because the data was deleted from the Server or Cloud bucket.

image5.png

Fixes:

  • If you have a WSBU Server delete any of the stale computers from the Account tab.
  • If you do not have a WSBU Server delete the stale computers from the web console Storage tab.

 

  

Not seeing your problem?

Please reach out and we'd be happy to take a look and update this document as needed. Thanks!

Related articles

Powered by Zendesk