Upgrade Failure

[Tek71]

I am attempting to upgrade an OTRS 3.2.9 system, running on OpenSUSe 11.1 32-bit to 4.0.7. The interim upgrade to 3.3.12 appeared to work okay, but when attempting to do the upgrade to 4, during the DB schema update step I receive an error (please see attached log for full detail):

Step 9 of 15: Uninstall Merged Feature Add-Ons... Notice: Removed file: /opt/otrs/Kernel/Config/Files/Support.xml
Notice: Removed file: /opt/otrs/Kernel/Language/de_Support.pm
Notice: Removed file: /opt/otrs/Kernel/Language/es_MX_Support.pm
Notice: Removed file: /opt/otrs/Kernel/Modules/AdminSupport.pm
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Standard/AdminSupport.dtl
Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Standard/AdminSupportLicenseText.dtl
Notice: Removed file: /opt/otrs/Kernel/System/Support.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Database.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/OS.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/OTRS.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Webserver/IIS.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Webserver/Apache.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Database/oracle.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Database/mssql.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Database/postgresql.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Database/mysql.pm
Notice: Removed file: /opt/otrs/Kernel/System/Support/Webserver.pm
Notice: Removed file: /opt/otrs/Kernel/cpan-lib/Archive/Tar/Constant.pm
Notice: Removed file: /opt/otrs/Kernel/cpan-lib/Archive/Tar/File.pm
Notice: Removed file: /opt/otrs/Kernel/cpan-lib/Archive/Tar.pm
Notice: Backup for changed file: /opt/otrs/Kernel/cpan-lib/Linux/Distribution.pm.backup
ERROR: OTRS-DBUpdate-to-4.pl-10 Perl: 5.10.0 OS: linux Time: Wed May 6 10:26:00 2015

Message: Can't remove file /opt/otrs/Kernel/cpan-lib/Linux/Distribution.pm, because it a framework file and no other one exists!

Traceback (21703):
Module: Kernel::System::Package::_FileRemove Line: 3424
Module: Kernel::System::Package::PackageUninstall Line: 1162
Module: main::_UninstallMergedFeatureAddOns Line: 1503
Module: scripts/DBUpdate-to-4.pl Line: 176

Notice: Removed file: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/Support.Default.css
Notice: DROP TABLE IF EXISTS support_bench_test
done.

After completion of the rest of the steps, the database is effectively broken:

bin/CheckDB.pl
$Kernel::OM is not defined, please initialize your object manager at /opt/otrs/Kernel/System/Log.pm line 61
Kernel::System::Log::new('Kernel::System::Log', 'LogPrefix', 'OTRS-otrs.CheckDB.pl', 'ConfigObject', 'Kernel::Config=HASH(0x82a87a4)') called at bin/CheckDB.pl line 47


Help please!! What could be wrong? How do I get round the framework file issue?

Thanks,

Jevon

UpgradeTo4.txt

[wurzel]

Hi,

the step

Code: Select all

Step 9 of 15: Uninstall Merged Feature Add-Ons...

produce no errors, if OTRS Feature Addons are installed.

If you don't have installed Add Ons, ignore the error(s)

If you get an message at the end "Migration complete" it is OK.


The error message you get seems to be a Perl::Template issue.
- is it a missing perl module?
- are there code changes?
- restored all files?

Flo

[Tek71]

Before I started the upgrade the first time, it complained about the perl-Archive-Zip and perl-Template-Toolkit not being stalled on the system. I installed these before running the upgrade (used the rpm for the install), so I don't think the module you are referring to is missing. I will ask our OTRS SysAdmin if any OTRS Feature Add-Ons are installed on the system, but can you provide a list of these so I can verify with him?

I think I do need to worry about the error message, since the MySQL database is broken after all the installation and script running takes place, and it is not broken before.

Any other advice?

Jevon

[reneeb]

Code: Select all

bin/CheckDB.pl

is the wrong script. It should be

Code: Select all

bin/otrs.CheckDB.pl

The script you called is either from a very old OTRS instance or an addon installed it...

How did you do the upgrade?

[Tek71]

Sorry for the confusion...

Yes that is the script I ran (bin/otrs.CheckDB.pl). Please see the attached log in my original post for full detail.

I followed the upgrade instructions in the Admin Manual for version 4.

Any further advice?

[reneeb]

Yes, the first time you wanted to check the db you ran the correct script. But also in the log file you attached, bin/CheckDB.pl is called...

[Tek71]

Additional information:

Following on from reneeb's note about CheckDB.pl being wrong, I thought that the issue may be the startup script being used on this system, which may not be updated when the upgrade takes place. Hey presto, this does appear to be the issue. Does anyone have an updated startup script for OTRS version 4 for SUSe 11?

[reneeb]

Code: Select all

[...]How did you do the upgrade?[/quote]

Usually old code shouldn't be a problem as old and new code live in different directories... (unless you copied the new code into the directory of the old code).

[Tek71]

Solved!! the startup script referenced a config file - /etc/sysconfig/otrs. The RPM had not replaced the old version of this config file with the new one. Once I did that, hey presto! I could start up OTRS. Of course I then had some other problems, but I have resolved these.