000036105 - An upgrade to RSA Authentication Manager 8.3 on Intel hardware failed and services fail to start

[ERROR] Error: Failed to invoke update engine: Failed to apply the update
2018-02-16 12:02:06,481 INFO: === Installing the weblogic CPU Done ===========
174332 2018-02-16 12:02:06,482 INFO: Performing update task InvokeGroovy 
(upgrade dell and intell snmp software )
174333 2018-02-16 12:02:06,483 INFO: Get the platform type::hardware

[exec] rsaadmin's password:
[exec] rsaadmin's password:sudo: /etc/init.d/snmpsa: command not found

UpdateRollback.update_InvokeGroovy_upgrade_dell_and_intell_snmp_software_(UpdateRollback.groovy:458)
at UpdateRollback$_update_closure2.doCall(UpdateRollback.groovy:46)

Verifying if the hot fix is needed

1. Launch an SSH client, such as PuTTy.
2. Login to the primary Authentication Manager server as rsaadmin and enter the operating system password.

Note that during Quick Setup another user name may have been selected. Use that user name to login.

3. Change to the root user:

login as: rsaadmin
Using keyboard-interactive authentication.
Password: <enter operating system password>
Last login: Mon Mar 26 16:43:13 2018 from jumphost.vcloud.local
RSA Authentication Manager Installation Directory: /opt/rsa/am
rsaadmin@am82p:~> sudo su -
rsaadmin's password: <enter operating system password>
am82p:~ #

2. Run the following commands. 
   
   1. First, run dmidecode to confirm the vendor:  

dmidecode | grep Vendor

2. If the vendor returned above is Intel, next check to see if the file called /etc/init.d/snamsa is found:

ls -l /etc/init.d/snmpsa

If /etc/init.d/snmpsa is not found AND this is an Intel hardware appliance, then you need to apply the AM-31801 hot fix.

If you have already attempted and failed the Authentication Manager 8.3 update and the 8.3 upgrade did not roll back to Authentication Manager 8.2 SP1, then you will have to factory reset your Intel appliance to Authentication Manager 8.2 SP1 then either restore an Authentication Manager 8.2 SP1 backup to a primary or attach this Intel appliance as a replica.  See article 000034277 - How to factory reset an RSA Authentication Manager 8.2 hardware appliance without a factory reset button from the Operations Console for more information.

To prevent this Authentication Manager 8.3 upgrade failure from happening  - or from happening again - you must update your Authentication Manager 8.2 SP1 Intel appliances with the snmpsa file included in the hot fix AM-31801-HF.zip.

Installation Steps

1. Download the AM-31801-HF.zip, either from this article or download it from the RSA SFTP server.  Simply, click the link to the AM-31801-HF.zip to start the download.  Your site will need access to SFTP for the download to complete.
2. Login to the Intel appliance as the rsaadmin user.

Note that during Quick Setup another user name may have been selected. Use that user name to login.

3. Create a directory to store the hot fix; for example, /home/rsaadmin/intel_hotfix:

mkdir /home/rsaadmin/intel_hotfix

4. Using a file transfer app such as WinSCP or FileZilla, transfer the zip file to the directory created above.
5. Extract the hot fix contents into the directory created above.

cd /home/rsaadmin/intel_hotfix
unzip AM-31801-HF.zip

6. Change to the root user:

sudo su -

7. Execute the install script:

./intel_snmp_hotfix.sh

8. When hotfix is done you should see  the following message:

Successfully applied the hotfix.

Note that it is not necessary to restart or reboot the server after applying the fix.

9. Navigate back to /home/rsaadmin and remove the intel_hotfix directory.

cd /home/rsaadmin
rm -r intel_hotfix

This issue affects Intel appliances only. 

VMware, Hyper-V, Amazon Web Services (AWS) and Dell servers are not affected.