A.8 Troubleshooting an Access Gateway Appliance Upgrade

A.8.1 Embedded Service Provider Issues After Upgrading

After you upgrade to Access Manager 3.1 SP2, the health status might display ESP Halted or Server Not Responding errors. This issue might occur because both Tomcat 4 and Tomcat 5 RPMs are present in the system. To verify which versions are present, run the following command:

rpm -a | grep tomcat

If both the versions of Tomcat are found, then you need to kill the tomcat4 process manually:

  1. Log in as root.

  2. Specify the following command to stop JCC:

    /etc/init.d/novell-jcc stop

  3. Specify the following command to stop Tomcat 4:

    /etc/init.d/novell-tomcat4 stop

  4. Specify the following command to stop Tomcat 5:

    /etc/init.d/novell-tomcat5 stop

  5. Specify the following command to kill the Tomcat 4 process:

    rpm -e novell-tomcat4 --nodeps --noscripts

  6. Specify the following command to start Tomcat 5:

    /etc/init.d/novell-tomcat5 start

  7. Specify the following command to start JCC:

    /etc/init.d/novell-jcc start

    NOTE:You can verify that Tomcat 4 is removed by executing the following command:

    rpm -a | grep tomcat

A.8.2 Proxy Stops Responding after Trying to Upgrade with the Wrong Upgrade RPM

If you try to upgrade a SUSE Linux Enterprise Server (SLES) 9 Access Gateway Appliance with the SLES 11 RPMs, or a SLES 11 Access Gateway Appliance with the SLES 9 RPMs, the upgrade fails with an RPM level error. The error messages are logged in the /var/log/laguprade.log file. The Access Gateway Appliance goes into a non-responsive mode after the failed upgrade.

If this issue occurs, restart the machine and use the appropriate RPMs to upgrade your Access Gateway Appliance.

A.8.3 Pending Commands After an Upgrade

Occasionally during an upgrade, the response to an upgrade command is lost, even though the command succeeds. This results in a pending status for the command, and this status is never updated to success.

To clear a pending command:

  1. In the Administration Console, click Access Manager > Access Gateway.

  2. Click the Commands link.

  3. Select the pending command, then click Delete.

  4. Click Close.

A.8.4 Upgrading the Access Gateway Appliance Causes Session Stickiness Issues

After upgrading, you might see random errors on services that have more than one web server. This occurs if the back end server expects a user’s session to use the same server. To work around this issue, extract and run the zip file AM_31_SP3_ConfigurationUpgrade.zip which contains the script that enables session stickiness.