70715: Acronis Cyber Infrastructure: Troubleshooting update failures

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    Last update: 13-12-2022

    Introduction

    While using Acronis Cyber Infrastructure, you may encounter issues with the updating process. This article provides instructions on how to troubleshoot and resolve such issues.

    Follow these steps to troubleshoot issues with updates:

    Troubleshooting

    Check for updates

    Check access to the update repositories:

    1. Go to the node on which check for updates failed.
    2. Ensure that hci-base and hci-updates repositories are enabled and mirrorlist URL matches current release. 

       

    3. Disable third-party repositories. There should be only two enabled repositories: hci-base and hci-updates.
    4. Check access to the repositories:
      # yum clean all; yum repoinfo hci-base
    5. Try to get content of mirrorlists. Example:
      # curl -L http://download.acronis.com/vstorage/mirrorlists/4.7/releases-os.mirrorlist
    6. View logs: /var/log/vstorage-ui-agent/updater.log

     

    Download

    1. Check access to the update repositories, like mentioned here
    2. Ensure that there is available space ( > 1 GB) on root fs.
    3. View logs: /var/log/vstorage-ui-agent/updater.log
    4. Retry download.

     

    Eligibility check

    Resolve requirements pointed in eligibility checks.

     

    Upgrade

    1. Use Retry button in the program or using Command Line (# vinfra software-updates start) in case of upgrade failure by timeout (enter maintenance, reboot, etc). Also, Retry can help to enter node maintenance.
    2. Use Cancel upgrade if it is necessary to make changes in cluster configuration. Then start upgrade again.
    3. Use Cancel upgrade if it is necessary to abort upgrade (the cancel is not always immediate, some time is required to Cancel upgrade depending on the current upgrade stage).
    4. Retry upgrade is always run with the same parameters which were set on start upgrade.

    More information

    If you need further assistance, please collect Updates logs and contact Acronis Support with a reference to this article.