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When you upgrade from Australia Release Testing Preview (RTP) or Australia Early Access (AP0) to a successive Australia release (for example, RTP to EA or EA to AP0HF1), the upgrade fails. Instances can upgrade from outside of Australia into Australia (for example, Zurich to Australia) successfully. However, once an instance is upgraded into Australia, it cannot perform another upgrade within Australia and becomes stuck.
Verify the instance is on Australia RTP or Australia EA. Start the upgrade and confirm the upgrade does not complete.
Australia EA Hotfix 1 (AP0HF1) has been released to prevent further upgrade issues. For release notes, see the Australia Patch 0 Hotfix 1 release notes: https://downloads.docs.servicenow.com/enus/australia/rn/hotfix/australia-patch-0-hf-1.pdf Note: If your instance was already on a controlled Australia version (Australia RTP or Australia EA), a maintenance was conducted for your instance to allow you to successfully upgrade to the next Australia version. Once you have successfully upgraded to the next Australia version, a maintenance will be scheduled to remove the "glide.telemetry.metrics.enabled" property to restore normal telemetry functionality. -- FAQ Q: When will this maintenance happen? A: A COMM record will be sent to notify you with the dates and times if an instance is determined for maintenance. Q: How can I tell if I am affected by this issue? A: If your instance is currently on a Australia version (RTP or EA), the instance is currently impacted from progressing into another Australia upgrade. Maintenance will be necessary on your instance to allow you to safely upgrade without being stuck. Q: Why is this issue happening? A: During an Australia upgrade to another Australia version (Ex: RTP to EA), the upgrade file downloads with no issues. However, immediately after the download finishes, a background monitoring process tries to verify the file size in a way that causes the platform to incorrectly report the download as failed. This in turn stalls the upgrade, even though it is intact when downloading the file. Q: What does the maintenance do? A: The workaround is to disable the monitoring process ("glide.telemetry.metrics.enabled" = "false") and then restarting the instance nodes that will allow the upgrade and future upgrades to complete successfully. Once you successfully upgrade to the Australia EA hotfix 1 version, the instance will need to have "glide.telemetry.metrics.enabled" = "true" reenabled. A future maintenance will be scheduled which will not require a restart of the nodes. Q: Will this maintenance have any service impact? A: The maintenance will require a rolling restart of the nodes to complete the maintenance. This will occur after the maintenance property update is done. Q: What is the impact if I do not perform this maintenance? A: Your future upgrade will cause your instance to become stuck and will not complete the upgrade. Q: Can I opt out of this maintenance or reschedule? A: Opting out is not an option. This is a mandatory maintenance. Q: I have an activity occurring at the same time as the maintenance, such as deploying an update set. Will this impact my deployment? A: It is recommended to avoid activity during the time of the maintenance, as a restart will be necessary for the maintenance change to commit. Q: What versions will address this issue? A: This is addressed in the versions listed in the intended fixed versions at the bottom of the KB. Q: I do not notice the sys_properties "glide.telemetry.metrics.enabled" value updated on my instance. What should I do? A: If the "glide.telemetry.metrics.enabled" is not populated, by default the hardcode sets the value to true. In order to disable the property, it needs to be populated, set to false, and the nodes need to be restarted. Q: I received the maintenance to insert the "glide.telemetry.metrics.enabled" property. When will I receive the additional maintenance to restore telemetry functionality? A: Beginning April 20, 2026, instances that have upgraded to a successive Australia Build, or cloned into a previous family will receive a supplemental maintenance to delete the property. A COMM record will be sent to notify you with the dates and times when instance is determined for supplemental maintenance.
PRB2003266
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