Upgrade from v10.0 to v10.2 Fails - Website Lost

[teschste]

I just left a voicemail for Tech Support with this same information.

I am currently trying to upgrade my Vault Standard Server from version 10.0 to version 10.2. Everything seemed to be going OK but when it reached the "Checking permissions on local folders" step (see attachment), I got a message that a component took too long to respond, so the update failed and backed out.

The problem is that it did not put everything back! My entire website folder has been deleted!

I can request the folder be restored from backup but that could leave us down for 24 hours. I need to know how I can get past this issue and get v10.2 installed properly ASAP!

[teschste]

FYI - Retrying the install produces the same error.

[teschste]

I am running:

• Windows Server 2012R2
• Microsoft SQL Server 2008 R2 (SP1) - 10.50.2550.0 (X64) Jun 11 2012 16:41:53 Copyright (c) Microsoft Corporation Standard Edition (64-bit) on Windows NT 6.2 <X64> (Build 9200: ) (Hypervisor)
• Internet Information Services (Version 8.5.9600.16384)

[Tonya]

Hello,

Please send over your Vault Server log and your Vault install log to support@sourcegear.com.

The Vault Server log is in %windir%\temp\sgvault\sgvault.log on the server machine. The Vault install log is called Vault_install.log and is in your user's temp directory on the server machine.

We'd also like to know during the install, did you choose Machine, System, or Custom for the IIS Process Model? And for authentication, did you use SQL or Windows authentication? You can include this information in the email you send to support.

Thanks,

Tonya

[teschste]

Requested files attached (extensions changed from log to txt because your site will not allow log files to be attached).

As we have for all previous installs, we selected Process Model "Machine (IIS AppPool)".

The Authentication was SQL Server, using the sa account, again, as we always have in the past.

[teschste]

For anyone that comes across this thread in the future, the issue was that we were performing an upgrade, not a new install and the following 4 users were listed in differing combinations under each of the sgmaster, sgnotify, sgvault, and sgvaultindex databases but did not exist under the global Security\Logins list.

• IIS APPPOOL\VaultAppPool
• IIS APPPOOL\VaultIndexAppPool
• IIS APPPOOL\VaultNotifyAppPool
• NT AUTHORITY\IUSR

Once we deleted these users from under each of the 4 databases, the upgrade completed successfully and re-created the website files.

I sent the following recommendations to SourceGear support:

• If the installer finds existing website folders (i.e. It is performing an upgrade), it should make copies of the SgDav and VaultService folders before deleting them, so that if the install fails, it can restore them.
• If the installer finds the users listed above already existing under existing sg databases, it should either re-use them or delete them itself prior to re-creating them, to avoid this type of failure.

[Tonya]

Thank you for the update and for posting the resolution. Glad to hear the problem has been resolved.

We appreciate your your feedback which been noted and will be considered in upcoming releases.

Tonya