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There are two MID Server upgrade related issues that are addressed in this article. For both scenarios, the fix is the same. Scenario 1) Windows MID Servers, which use external JRE 11.0.11 and above, do not start up after going through the Auto-Upgrade process. Logs are missing from wrapper.log or agent.log files, and no errors are logged because the Upgrader program is not able to invoke the glide-dist-upgrade.bat file. Scenario 2) From Orlando, to support MID Server upgrades using non-admin user, ServiceNow Platform Distribution Upgrade is run as a process. There is a cosmetic error left for an extra checking in the code which states the service is not installed. The MID Server Upgrade log shows the following error: "The ServiceNow Platform Distribution Upgrade (xxx) service is not installed - The specified service does not exist as an installed service". This error message is the result of some checking that is no longer required, and it has been removed in Rome. The MID Server deliberately launches the upgrade service as a normal process, not a service, to avoid any problems with non-admin MID Server login as users failing to create and delete services. This error in the upgrade log is to be expected, and can be ignored.
Download and start the MID server In Services, change 'Log on as' to a non-admin service account Restart and upgrade the MID server Upgrade finishes and the MID server is up and running However, in wrapper log it shows the following error: << UPGRADE LOG BEGIN >> ERROR | wrapperm | 2020/04/07 14:55:55.653 | The ServiceNow Platform Distribution Upgrade (testx86) service is not installed - The specified service does not exist as an installed service. (0x424) WARN | wrapper | 2020/04/07 14:55:58.263 | Disabling Event Log because the application is not registered. WARN | wrapper | 2020/04/07 14:55:58.263 | Run the wrapper with the '--setup' option to register. STATUS | wrapper | 2020/04/07 14:55:58.278 | --> Wrapper Started as Console And in dist_upgrade.log.0, shows: 04/07/20 14:56:13 (290) | INFO | Starting MID server with command `"C:\Program Files (x86)\ServiceNow MID Server testx86\agent\start.bat"`. 04/07/20 14:56:13 (703) | SEVERE | com.snc.dist.mid_upgrade.UpgradeException: Unable to start MID server. 04/07/20 14:56:14 (722) | INFO | WrapperListener.stop() For Orlando, you need to find the upgrade log in tmp folder (path can be found in mid log): Check glide-dist-upgrade.log during upgrade (it will be deleted once the upgrade finishes): INFO | jvm 1 | 2020/08/10 18:01:13.872 | Aug 10, 2020 6:01:13 PM com.snc.dist.mid_upgrade.UpgradeMain run INFO | jvm 1 | 2020/08/10 18:01:13.872 | INFO: Upgrade complete. INFO | jvm 1 | 2020/08/10 18:01:13.872 | Aug 10, 2020 6:01:13 PM com.snc.dist.mid_upgrade.UpgradeMain appendMidLogs INFO | jvm 1 | 2020/08/10 18:01:13.872 | INFO: Flushing logs INFO | jvm 1 | 2020/08/10 18:01:18.788 | Aug 10, 2020 6:01:18 PM com.snc.dist.mid_upgrade.UpgradeMain startMid INFO | jvm 1 | 2020/08/10 18:01:18.788 | INFO: Starting MID server with command `"C:\Users\administrator.DISCOLAB1\Downloads\mid.def0098506\agent\start.bat"`. INFO | jvm 1 | 2020/08/10 18:01:19.124 | Aug 10, 2020 6:01:19 PM com.snc.dist.mid_upgrade.UpgradeMain run INFO | jvm 1 | 2020/08/10 18:01:19.124 | SEVERE: com.snc.dist.mid_upgrade.UpgradeException: Unable to start MID server . INFO | jvm 1 | 2020/08/10 18:01:19.124 | com.snc.dist.mid_upgrade.UpgradeException: Unable to start MID server. INFO | jvm 1 | 2020/08/10 18:01:19.124 | at com.snc.dist.mid_upgrade.UpgradeMain.startMid(UpgradeMain.java:928) INFO | jvm 1 | 2020/08/10 18:01:19.124 | at com.snc.dist.mid_upgrade.UpgradeMain.run(UpgradeMain.java:337) INFO | jvm 1 | 2020/08/10 18:01:19.124 | at java.lang.Thread.run(Thread.java:748) INFO | jvm 1 | 2020/08/10 18:01:19.124 | INFO | jvm 1 | 2020/08/10 18:01:20.111 | Aug 10, 2020 6:01:20 PM com.snc.dist.mid_upgrade.UpgradeMain$1 stop INFO | jvm 1 | 2020/08/10 18:01:20.111 | INFO: WrapperListener.stop() STATUS | wrapper | 2020/08/10 18:01:21.768 | <-- Wrapper Stopped Error is shown in wrapper.log: << UPGRADE LOG BEGIN >> ERROR | wrapperm | 2020/08/10 18:01:00.834 | The ServiceNow Platform Distribution Upgrade (testdef) service is not installed - The specified service does not exist as an installed service. (0x424) WARN | wrapper | 2020/08/10 18:01:03.537 | Disabling Event Log because the application is not registered. WARN | wrapper | 2020/08/10 18:01:03.537 | Run the wrapper with the '--setup' option to register. STATUS | wrapper | 2020/08/10 18:01:03.552 | --> Wrapper Started as Console ... INFO | jvm 1 | 2020/08/10 18:01:13.872 | Aug 10, 2020 6:01:13 PM com.snc.dist.mid_upgrade.UpgradeMain run INFO | jvm 1 | 2020/08/10 18:01:13.872 | INFO: Upgrade complete. INFO | jvm 1 | 2020/08/10 18:01:13.872 | Aug 10, 2020 6:01:13 PM com.snc.dist.mid_upgrade.UpgradeMain appendMidLogs INFO | jvm 1 | 2020/08/10 18:01:13.872 | INFO: Flushing logs << UPGRADE LOG END >> 2020/08/10 18:01:19 | --> Wrapper Started as Service
Scenario 1) This issue has been fixed in Quebec Patch 7 and does not occur in Rome. Please follow this link for related PRB and backport request. The following workaround can be used for the Orlando, Quebec, and Paris releases: 1. Open Command Prompt and go to the windows/Temp directory. 2. Navigate to the folder created by the upgrade process in the temp directory. An example name for the folder is “123456123-0”. This folder name can also be found on the MID Server Upgrade tab on the instance. An example of the filepath is “c:/windows/Temp/123456123-0”. 3. Go to the folder and cd into upgrade-wrapper/bin folder 4. Run this command "glide-dist-upgrade.bat console" 5. When this process completes, check whether upgrade has succeeded and MID Server has come up successfully or not. 6. For verification, check the wrapper.log file for a successful MID Server start, and check the dist-upgrade.log for upgrade related logs inside agent/logs directory. Scenario 2) This problem has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix. This error is cosmetic only, and does not prevent the upgrade from working. You can ignore it. The fix and fix targets for this problem also fixed the following related problem, which does cause MID Server down due to failed upgrades: PRB1422003/KB0861154 MID Server Upgrade fails if the temp directory of the JVM is changed to a path including spaces (to try to avoid antivirus/security blocking temp folder during upgrade) FAQs Q: What is the longterm fix for this issue? A: This has been fixed in Rome, and back ported to Quebec Patch 7. Q: Are all customers affected by this? A: No. Customers on Paris, Orlando, and Quebec (through QP6) can be impacted. Q: If the MID server shuts down, will it reboot and come back online on its own? A: No, the server needs to be rebooted manually.
PRB1396562
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