[RESOLVED] Updating agents via web interface
I know the feature to view/update agents via the web interface was released today but is this feature fully functional? I have tried to update agents via the web interface (for Linux and Windows, both currently running version 11.9.215) and they are not being updated. No error message is displayed, occasionally I see "Updating..." displayed under the Agent Version column but the agent never actually updates. If I exit and return to the page, nothing has changed.
So I left two different servers (a Windows machine and a Linux machine) "Updating..." overnight. Today I logged into Acronis Cloud and both of them show as still running version 11.9.215. If the update is failing how can I tell why it is failing or even that it is failing? Is this something that will be addressed in the next release? This looks to be a great feature as it will simplify updating the agents but it does not seem to be working properly yet.
Hello T B,
While update is running on the agent, you will see the Updating... status. Once the updater exits for any reason, this status is removed and the actual agent build is shown. This is expected behavior and we are not planning to add the error-handling in nearest updates. This functionality may appear in future releases.
So in any case right now you would have to go to the machine directly and troubleshoot the issue either with the package download, or it's execution (MSI log is created by default in C:\ProgramData\Acronis\InstallationLogs\live_update\ in Windows).
Let me know if you need further assistance troubleshooting the issue on agent side.
Have a good day,
Hello Dmitry, on the Windows machine I checked the path C:\ProgramData\Acronis\InstallationLogs\ and there is no \live_update\ directory present. Could this be a communication issue, maybe some ports that are blocked?
Hello T B,
Yes, it could be a communication issue, seems like the MS installer did not start yet and did not create the log.
Make sure that:
1) All ports are open according to https://kb.acronis.com/content/47189, the agent uses one of ports 7770-7800 to download the live_update_installer.exe to C:\Users\USERNAME\AppData\Local\TMP.
2) live_update_installer.exe then downloads the installation files to the same folder through port 80.
Once downloaded, the MSI file is executed and creates the MSI log.
Let me know once you check the ports and the respective folders. Please also submit a support case to get faster responses and assistance from our support team to troubleshoot the issue.
Thank you,
Thanks for your help. Although it does not appear in that KB article, the issue was port 80 to 72.21.81.253 was blocked. We allowed that connection and the update worked.
Thank you for confirming this!
We will now update the KB accordingly.
Cheers,