Solving software installation problems

Possible problems during a software installation and recovery procedures are described below.

When you run the Install New Software wizard, the server cannot locate the new software files.

Problem: When you try to use the Choose Software screen, the system cannot locate the correct software installation files on either the CD-ROM or the server's hard drive.

Resolution

  1. If you have a CD-ROM containing new software, make sure it is installed in the drive of the Avaya server that you are currently logged into.
  2. If Avaya remote services copied new software to the media server, a copy should exist in the FTP directory on both servers. Make sure that you are logged into the correct server (check the server identification line at the top of the main menu).

The software installation fails.

Problem: The Installation in Progress screen shows an installation failure message.

Resolution

  1. The new software did not copy or prepare to run correctly. Reboot the server.
  2. Try to install the new software again (see the Choose Software screen).
  3. If the installation still fails, contact Avaya Inc. to get a new copy of the software, then try to install it again.

During a reboot the server stops responding.

Problem: You tried to install new software, but the Reboot in Progress screen froze, and the Continue button did not appear after about 15 minutes.

Resolution

  1. You may have lost the server connection. Try restarting your browser, or ping the server to see if it is up.
  2. If you can reconnect to the server, log back in. Try to verify if the software installation completed:

Cannot copy files from duplicate server.  

Problem: You tried to copy the correct copy of the software license and Avaya authentication files from the duplicate server, but the copy operation failed.

Resolution

  1. Check the error message on the Install License Files screen for clues as to the failure reason. Try to resolve the indicated problem.
  2. You can try to install the correct license and authentication files yourself. See Install License and Install Avaya Authentication for these steps.

The new software license files or Avaya authentication files and the new software release don't match

Problem: You uploaded new software license or Avaya authentication files, but they don't work with the new software release.

Resolution: Contact your Services representative.

After the new software installation completes, the server reboots and comes up running the previous software release.

Problem: Sometime after you completed the Install New Software wizard, but before you could make the server upgrade permanent, the server encounters a serious problem and reboots to run the previous version of software.

Resolution: Contact your Services representative.

After installing the new software, the servers will not interchange.

Problem: You completed the Install New Software wizard, but the standby server will not interchange with the currently active server.

Resolution: The most likely cause is that the two software releases are incompatible. Check the View Summary Status screen to make sure that the active and standby servers are healthy and not busied out.

  1. Display the View Software Version screen on each server and confirm the software release that each server is running.