Troubleshooting the Generate Update Process
This document provides a high level overview of the Generate update process from the user interface (UI). It explains what happens on the back end and how to resolve issues if they occur.
The database should be backed up before updating the Generate application. If backups are scheduled, make sure the most recent backup is available before updating.
Update Steps, Potential Issues, and Troubleshooting
The following information describes the steps to migrate data from the UI, potential issues that can be encountered, and how to troubleshoot them.
Step 1: Select 'Update' from the gear icon (Settings).
The state server tries to connect to the Generate production server that stores the updates.
The application checks the current version of Generate to determine which updates (if any) are applicable and available.
The update(s) are presented in the UI.
Potential Issues:
No update(s) are available on the screen even though the state is not on the current version.
Troubleshooting:
Cashed version of the browser page.
Clear the cache.
State server does not have external connectivity to Generate’s server.
Confirm that the state web server can connect to an external source.
An update previously attempted did not complete and there are already files in the “/Updates” folder on the web application and/or the background application.
Clear the folder(s) of everything except for the file “app_offline.htm.”
Step 2: Click 'Download Next Update' on the appropriate update. NOTE: If the state’s version of Generate is more than one update behind, every update that has not yet been applied will display.
The files are downloaded into the folder “/Updates” in the background application.
The files are then copied over from the background application to the same folder in the web application, i.e., “/Updates.”
Potential Issues:
When the page refreshes, the button doesn’t change to “Apply Update.”
Troubleshooting:
There was a problem with the file download.
Check the logs for an error that references a count mismatch.
The update files downloaded, but the copy from the background application to the web application failed.
Ensure the service account user has full ddl permissions (read, write, update, and delete) to do this step.
Step 3: Once the download is complete, the button will change to “Apply Update.” . Click the “Update” button to perform the update.
The old web files are backed up and put in the folder called ”/Updates/Backups.”
The new web files are copied into the folder above /Updates.
Both web and background “/Updates” folders are cleared of the downloaded files.
The database changes are applied.
The version numbers are updated to the new version.
Potential Issues:
a) The update fails on the update of the web application.
Troubleshooting:
There was a problem with the file download.
Check the logs.
There was a problem backing up the old files or copying the new ones.
Check the logs AND Verify the service account user has the appropriate permissions and access to those file locations on the server.
The update can be reset in the Generate application by removing everything from the “/Updates” folder for both web and background applications (except for the file “app_offline.htm,”) and refreshing the page in the UI.
b) The update fails on the update of the database.
Troubleshooting:
There was a problem with one of the scripts in the update package.
Check the logs AND Contact Generate support (this issue is probably not something the state can resolve without assistance).
The update can be ‘reset’ in the Generate application by: (1) restoring the database using the backup; (2) removing everything from the “/Updates” folder for both the web and background applications (except for the file “app_offline.htm”); and (3) refreshing the page in the UI.
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