Upgrade hangs when you upgrade Advanced Threat Defense from version 4.6 to 4.8 using system.msu

Technical Articles ID: KB92234
Last Modified: 12/6/2019

Environment

McAfee Advanced Threat Defense (ATD) 4.8

Problem

You upgrade ATD from 4.6 to 4.8, but the upgrade fails, staying stuck (hung) indefinitely on the upgrade screen.

When you reboot the appliance, the installed software returns to version 4.6.

Your subsequent upgrade attempts to 4.8 also fail, with the same hung condition.

Cause

This issue occurs when you use system.msu to upgrade to 4.6 instead of migration.msu. Upgraded RPMs were introduced in 4.6 and then for 4.8.

If you only run system.msu, your base RPMs might be old and not upgraded. When the new RPMs are installed as part of the 4.8 upgrade, the dependency resolution fails. As a result, the installation fails, hanging on the upgrade screen.

Solution

To perform an upgrade, contact Technical Support and request the updated ATD software package 4.8.0.17.

The package performs a full migration, including ISO and system.msu install. The installation instructions for this package remain the same as the normal install process, which is outlined in the Installation Guide.

Related Information

To determine if system.msu or migration.msu was used to upgrade to 4.6, check the upgrade history.

Open the ATD manager.
Click Manage, Logs, Upgrade logs.
View the upgrade history.

If the following log is present in the upgrade logs, you can successfully perform the 4.8 upgrade:
Following version of software was attempted to be installed migration build version: 4.6.0.21.517580

If the above log message is not present in your upgrade logs, the upgrade process might get stuck.
In this case, contact Technical Support to obtain the updated 4.8 upgrade package to resolve the issue.

To contact Technical Support, log on to the ServicePortal and go to the Create a Service Request page at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR:

If you are a registered user, type your User Id and Password, and then click Log In.
If you are not a registered user, click Register and complete the required fields. Your password and logon instructions will be emailed to you.

Affected Products

Advanced Threat Defense 4.8.x
Known Issue/Product Defect

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Upgrade hangs when you upgrade Advanced Threat Defense from version 4.6 to 4.8 using system.msu

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Upgrade hangs when you upgrade Advanced Threat Defense from version 4.6 to 4.8 using system.msu

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Related Information

Affected Products

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