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Failed Upgrade in Service Manager 2010 SP1

Updated: March 18, 2011

Applies To: System Center Service Manager 2010 SP1

The upgrade of System Center Service Manager 2010 might not complete successfully. There are five phases of the upgrade where a failure might occur. The steps you have to take to recover from a failed upgrade depend on which phase the failure occurred. The five phases are as follows:

  • Failure during the prerequisite check.

  • Failure during predicted checks.

  • Failure occurs in an unpredictable manner before making permanent changes to a management server.

  • Failure occurs in an unpredictable manner after making permanent changes to a management server.

  • Failure occurs in an unpredictable manner after making permanent changes to the database.

Failure during Prerequisite Check

Before the installation of Service Manager begins, a prerequisite check is made for certain requirements. If a condition is found where Service Manager will continue to function, you will receive a warning. For example, if the Authorization Manager hotfix has not been installed as shown in the following diagram.

Warning during Service Manager prerequisite check

Those conditions that have been identified as a warning will not prevent you from installing Service Manager.

If a condition is found that is an absolute requirement for Service Manager, you will receive a failure as shown in the following diagram.

Failure during Service Manager prerequisite check

If either a warning for failure indication occurs, you can either cancel the installation and make the necessary changes, or make the appropriate change and then click Check prerequisites again and continue with the installation. All failure conditions must be corrected before installation or upgrade can proceed.

Failure during Predicted Checks

Once any failures identified during the prerequisite check have been corrected, pressing Next on the Prerequisites page will start the upgrade or installation of Service Manager. The following checks are performed during the installation or upgrade process:

  • That the data warehouse database you specified exists.

  • That the SQL Server you specified is not running SQL Server 2008 SP2 (for Service Manager) or SQL Server 2008 R2 (for Service Manager SP1).

  • That the hard disk drive that you specified for a database does not have at least 1GB of free space.

  • That the System Center Data Access service could not log on with the set of credentials you supplied.

  • That the System Center Management Configuration service could not log on with the set of credentials you supplied.

  • That there is enough free disk space to install the upgraded files.

  • That Setup can access the file location for the Service Manager installation.

For these types of events you can make the appropriate changes. For example, you can specify a hard disk location with sufficient space, and then on the warning page, click Retry to continue the installation.

Failure Occurs in an Unpredictable Manner before Making Permanent Changes to the Management Server

During installation or upgrade, an error may occur that was not planned for. If this error occurs before any permanent changes were made to the Service Manager or data warehouse management server, for example before making changes to the SQL database or before importing management packs, the error message that is displayed will include a Retry button. In these situations, you can correct the issue and retry the installation or upgrade.

Failure Occurs in an Unpredictable Manner after Making Permanent Changes to the Management Server

If this error occurs after permanent changes were made to the Service Manager or data warehouse management server, for example, before making changes to the SQL database or before importing management packs, the error message that is displayed will not include a Retry button. In this situation you will need to reinstall the original version of the affected management server. In either case you will need the backup of the encryption key. For the Service Manager management server, the encryption key is only available if you make a backup before starting the upgrade. For more information, see the "Back Up the Encryption Key in Service Manager 2010 SP1" topic in the System Center Service Manager 2010 SP1 Disaster Recovery Guide (http://go.microsoft.com/fwlink/?LinkId=197181).

Failure Occurs in an Unpredictable Manner after Making Permanent Changes to the Database

If an error occurs after permanent changes have been made, for example, after importing of management packs or any other time data is written into a database, then the error message that is displayed will not include a Retry button. At this point your only option is to press Close and begin a disaster recovery process to restore your databases. This recovery is only possible if you have backed up your databases before starting the upgrade process. For more information, see the topic "Backing Up Service Manager 2010 SP1 Databases" in the System Center Service Manager 2010 SP1 Disaster Recovery Guide (http://go.microsoft.com/fwlink/?LinkId=197181).

Did you find this information helpful? Please send your suggestions and comments about System Center Service Manager documentation to scsmdocs@microsoft.com.
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