|Applies To||RSA Product Set: SecurID|
RSA Product/Service Type: Authentication Manager
RSA Version/Condition: 8.2 SP1, 8.3
Platform: Intel hardware appliance
Platform (Other): Intel only. VMware, Hyper-V, Amazon Web Services (AWS) and Dell servers are not affected.
|Issue||When upgrading from Authentication Manager 8.2 SP1 of any patch level to Authentication Manager 8.3, the upgrade said it was successful, but it actually failed and may not have rolled back. The reboot that is part of a successful upgrade did not kick off automatically. If you try either to reboot or to restart services manually, the services will not start.|
The error shown here is from the /opt/rsa/am/server/logs/update-22.214.171.124.0-build<version>-<timestamp>.log:
|Cause||The Authentication Manager 8.2 SP1 Intel appliance did not have the snmpsa executable needed to start the Intel Hardware snmpsa service. The Authentication Manager 8.3 upgrade looks for this executable during the upgrade of the Intel hardware. As of this writing, there is no root cause as to why the Intel snmpsa executable was missing on the Intel hardware.|
This issue is being tracked in AM-31801 (Upgrade to 8.3 failed on snmp, after rollback, services not starting in Intel).
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.
This issue affects Intel appliances only.