000012858 - APP 3.0: when applying an update  the following error appears 'The Appliance encountered an error during the update or rollback process'

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000012858
Applies ToAuthentication Manager appliance 3.0X
Issue The Appliance encountered an error during the update or rollback process.
An internal error occurred in Conary
Update failing
ResolutionCheck the MD5 checksum of the ISO. You can use the command "md5sum <filename>.iso" to do this
Copy the ISO file to the /tmp directory on the Appliance (or make a directory, such as /usb, and change the permissions to 777), then set the upgrade in the operations console to point to USB with the path to the iso image (/tmp or a directory of your choosing such as /usb in the example above)
Workaround
While updating an appliance update the following is logged in the browser:
(Sep 08, 2009 02:31:37 PM) : Apply Update Started Update for version - 3.0.4.10
(Sep 08, 2009 02:31:38 PM) : Apply Update Started Executing Task
(Sep 08, 2009 02:31:38 PM) : Apply Update Task started successfully - returnCode is a success 0
(Sep 08, 2009 02:31:38 PM) : Apply Update Monitoring Task started 
(Sep 08, 2009 02:31:38 PM) : Apply Update Monitoring Task Status is CAP_TASK_RUNNING
(Sep 08, 2009 02:32:13 PM) : Apply Update Monitor CAP Task Status - Task is not running CAP_TASK_FAILED
(Sep 08, 2009 02:32:13 PM) : Apply Update Monitoring task is not successful - Task State is CAP_TASK_FAILED
(Sep 08, 2009 02:32:13 PM) : An internal error occurred in Conary
(Sep 08, 2009 02:32:13 PM) : The Appliance encountered an error during the update or rollback process.
(Sep 08, 2009 02:32:13 PM) : 



(Sep 08, 2012 02:32:13 PM) : Error
NotesTo review logs related ot the failure, SSH to appliance as emcsrv, then become root (sudo su - and reenter the password when prompted), and check for error messages in the file /var/log/am-update.log . The error messages can provide additional indications as to why the update failed.
Legacy Article IDa47388

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