000012277 - Issues when upgrading RSA NetWitness Live Manager

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000012277
Applies ToRSA NetWitness NextGen
RSA NetWitness Live Manager
RSA NetWitness Live Manager 2.1.5.0 and above
Issues Upgrading to NetWitness Live Manager
IssueIssues when upgrading RSA NetWitness Live Manager.
When upgrading to NetWitness Live Manager from a previous version, the upgrade may fail.
ResolutionPreventative Step:
If you have not yet started the upgrade process it is recommended you uninstall the previous version of NetWitness Live Manager using the Windows Control Panel.  You may see two entries:

NetWitness Live Manager (remove all)
NetWitness Live Manager

Start with "NetWitness Live Manager (remove all)".  After this is uninstalled the other entry may be gone as well.  If it is not, remove it also.

Post-Install Work-Around:
If you have already tried to upgrade and have received errors the following work-around is recommended.

Step 1: In the Windows Control Panel remove any entries reading "NetWitness Live Manager" starting with "NetWitness Live Manager (remove all)".
Step 2: Check for the presence of a "NetWitness Live Manager Service" in the Services control panel.  This is available via the Control Panel or by launching "services.msc" from the Start Menu.  If the service is present leave this window open and execute the following sub-steps.  If the service is not present skip ahead to step 3.
Step 2a: If "NetWitness Live Manager Service" exists, launch a command window (as Administrator if using a version of Windows that requires it)
Step 2b: Issue the following command: sc stop "NetWitness Live Manager Service"
Step 2c: Issue the following command: sc delete "NetWitness Live Manager Service"
Step 2d: Check in the Services control panel to make sure the "NetWitness Live Manager Service" has been removed.  You may need to refresh the window by pressing "F5"
Step 3: Install the latest version of NetWitness Live Manager using the installer program normally.  If the program loads then you are finished, do not continue.

Note:
The following steps assume the previous steps failed to work.  Performing these steps will remove any configuration information you had in your previous version of NetWitness Live Manager including connections to Decoders/Informers and any CMS selections for content.  If you want to preserve this information you will need to write down or take screenshots of the existing configuration.

Step 4: In the Windows Control Panel remove any entries reading "NetWitness Live Manager" starting with "NetWitness Live Manager (remove all)".
Step 5: Check for the presence of a "NetWitness Live Manager Service" in the Services control panel.  This is available via the Control Panel or by launching "services.msc" from the Start Menu.  If the service is present leave this window open and execute the following sub-steps.  If the service is not present skip ahead to step 6.
Step 5a: If "NetWitness Live Manager Service" exists, launch a command window (as Administrator if using a version of Windows that requires it)
Step 5b: Issue the following command: sc stop "NetWitness Live Manager Service"
Step 5c: Issue the following command: sc delete "NetWitness Live Manager Service"
Step 5d: Check in the Services control panel to make sure the "NetWitness Live Manager Service" has been removed.  You may need to refresh the window by pressing "F5"

Step 6: Delete the original installation folder.  It may be in one of two places depending on whether you are running a 32-bit operating system or a 64-bit operating system.

C:\Program Files (x86)\NetWitness\NetWitness Live Manager - For 64-bit operating systems
C:\Program Files\NetWitness\NetWitness Live Manager - For 32-bit operating systems

Step 7: Install the latest version of NetWitness Live Manager using the installer program normally.
Legacy Article IDa58839

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