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Troubleshooting

Check the issues below for common problems and suggested ways of handling them.

Signature is Not Valid Error

Problem: During the package upgrade step, you receive a warning with the message:

Loading the package failed due to the following error: Signature is not valid.

The problem is likely that the machine hosting the User Interface service does not have the necessary Root Certificate (or is missing part of the Certification Chains leading up to the root) to validate the signature of the upgrade package.

Suggested solution:

To resolve the issue you should check that the machine hosting the User Interface service contains the root certificate named "DigiCert Assured ID Root CA," which has a serial # 0C:E7:E0:E5:17:D8:46:FE:8F:E5:60:FC:1B:F0:30:39.

If this root certificate is missing, it can be downloaded from https://www.digicert.com/digicert-root-certificates.htm and installed as a trusted root certificate manually.

Another reason for this error would be that the machine hosting the User Interface service has been configured so that updating root certificates is disabled. To fix this, set the registry value HKEY_LOCAL MACHINE\SOFTWARE\Policies\Microsoft\SystemCertificates\AuthRoot\DisableRootAutoUpdate to 0, and retry uploading the upgrade package.

This will allow Microsoft to restore the missing root certificate during validation.

Watchdog Failed During the Upgrade

Problem: During the File Access Manager V8.4 upgrade, the watchdog upgrade failed, and the upgrade operation has been suspended.

To check the error:

  1. Right-click the failed row and select Save Log File.
  2. Open the saved log file.

The error may indicate that .NET 6.0 is not installed on the File Access Manager server.

Suggested Solution: Perform the .NET 6.0 installation as described in the Pre-upgrade steps section, then rerun the failed upgrade step.

Elasticsearch Prerequisite Script Failed

Problem: The pre-requisite script (Elasticsearch Upgrade) failed and the upgrade operation has been suspended.

To check the error, perform the following steps:

  1. Right-click the failed row and select Save Log File.
  2. Open the saved log file.

The error indicates that Elasticsearch was not installed prior to the upgrade operation.

Suggested solution: Perform the Elasticsearch 8.2.2 install in the Pre-upgrade steps and rerun the failed script.

Verify RabbitMQ Service Install Prerequisite Script Failed

Problem: The script failed and the upgrade operation has been suspended.

To check the error, perform the following steps:

  1. Right-click the failed row and select Save Log File.
  2. Open the saved log file.

The error indicates File Access Manager RabbitMQ service is not installed.

Suggested solution: Perform the RabbitMQ install in the Pre-upgrade steps and rerun the failed script.

Installing Elasticsearch Prior to RabbitMQ Install

Problem: Installing Elasticsearch prior to installing RabbitMQ will show the following error inside the Server Installer:

Suggested solution: Perform the RabbitMQ install in the Pre-upgrade steps After the install of RabbitMQ, install the new Elasticsearch DB.