Update to version 2.11.0.2 failing - re-enable the server connection

[fwadmin]

I upgraded to 2.11.0 and manually applied the patch to 2.11.0.1 as per the instructions. I received the notification that a new software update 2.11.0.2 for Collector is available. There are no specific update instructions related to this release (the link in the document takes me to the 2.11.0.1 notes) so I have gone into Collector GUI and attempted to run the update process by clicking "Upgrade Now".  The process fails with the message as shown below: 

Either your password is expired or Authentication Failed. Please re-enable the server connection from Server Connection Setup page. 

I have disabled the server connection and it will not connect within the GUI (gives Authorization failed as per below  when logging in with the credentials which it originally did when I upgraded it to 2.11.0.

I then followed the recommendation in another post to use the Admin CLI - conf server enable and entering the credentials with the website verification. This process works and the credentials are then active in the GUI and able to show the available version of 2.11.0.2. Once again Upgrade Now results in the same message. 

There appears to be a major problem with sending CCO credentials through the GUI that are preventing the server from being able to function.

Please advise on whether or not this is a known issue and going to be fixed in an upcoming patch or what manual process should be followed to complete the update to 2.11.0.2?

[losorioj · Accepted solution]

Hello fwadmin

Thank you for contacting Cisco Smart Services- CX Cloud.

Kindly note that CSCP upgrades made by the GUI Tool are failing, if you need to perform the CSCP Upgrade from 2.11.0.1 to the path 2.11.0.2, the upgrade must be done manually through the CLI SSH tool.

I am attaching the CSCP 2.11 upgrade user guide, so you can perform the CSCP upgrade manually.

https://www.cisco.com/c/dam/en/us/support/docs/cloud-systems-management/common-services-platform-collector-cspc/CSPC-Upgrade-Guide.pdf

This CSCP path upgrade is done in two parts.

1ST part is Apply JeOS Package 2.11.0.2, on step #7 please note that is missing the JeOS part, so the correct command for step #7 would be "./install.sh JeOS jeos-30.4.0-1-lnx64.zip"

2ND part is Apply Service Pack (SP) 2.11.0.2, all the steps and commands are correct, please try to upgrade the CSPC 2.11.01 to 2.11.0.2

Let me know if you have any questions about the information I provided you.

Best regards

[losorioj]

Closing Post.

[fwadmin]

Okay thanks for the information on the manual upgrade. 

Any known resolution timeframe on addressing the issues related to the login credentials and has it been previously logged as a defect? It would appear based on the inability to validate the credentials in the GUI to check for updates and the inability to use the same credential set to download the software that resolving that would fix the requirement to do the manual process. 

Thanks

[losorioj]

Hi, fwadmin.

As I mentioned on the GUI to perform the upgrade using the Cisco credentials will automáticate failure, it is not a credential issue, it is only happening with this GUI upgrade option.

At this time we don't have a timeframe for that situation, however, if you need to download the Patch for CSCP version 2.11.0.2, and the CSCP is giving you issues, you can go directly to the CISCO download page.

I am attaching the software download link, you can directly download the needed Patch.
https://software.cisco.com/download/home/286312935/type/286312958/release/2.11.0.2

Best regards,

[fwadmin]

I would agree it is not an issue with my credentials, but rather how it is attempting to use them from the routine called from the GUI. Both the establishment of the credentials page and the clicking on update now first reach out to concsoweb-prd.cisco.com which appears to be a login site. The failing login from within the GUI would impact both the ability to log into verify the available software and the ability to download the entitled software which is the first step on the upgrade. Using the Admin CLI - conf server enable command works to establish the ability to see that an update is available (not sure how it is different than the GUI entry) but obviously does not translate to the ability to actually download the software (Password expired or Authentication failed). 

In any case, I will do the manual upgrade process for the 2.11.0.2 until a fix can be determined. The inability to use the GUI to schedule or do an automatic install may not seem like a big deal but it is quite important to busy IT shops (I have multiple collector servers and watch one, then schedule others) and a significant defect in the software that should be a priority to fix. Thanks.   

[jaysbrown]

I also ran into this problem of not being able to authenticate using valid CCO credentials after deploying a new CSPC server running version 2.11. The issue seems to be tied to the GUI as I was able to get around the issue by authenticating using the CLI.

It's important to note that applying the patches that updates the system to 2.11.02 does NOT fix the issue with not being able to successfully authenticate the CCO crendentials in the GUI. The CSPC Upgrade Guide simply provides the technical details as to how to apply the two patches.

https://www.cisco.com/c/dam/en/us/support/docs/cloud-systems-management/common-services-platform-collector-cspc/CSPC-Upgrade-Guide.pdf

However, there is a solution/workaround. Here's what I did to fix this issue...

- Downloaded the collector_2.11.0.2_Build-6.zip file.
- Used WinSCP to connect the new CSPC server (authenticated with the collectorlogin account) and uploaded the file.
- Connected to the CLI of the CSPC server and authenticated as collectorlogin and then switched to root user.
- Unzipped the file to a new folder and changed to that directory.
- Ran the script to apply the JeOS Package update. The server will reboot automatically as part of the process.
- Check the logs to verify the database update complated successfully (the last entry in the log should show "status db updation completed").
- Ran the script to apply the Service Pack update. The server will reboot automatically (again) as part of the process.

The system came back online and the GUI was available. From the Help > About > View Versions menu, I verified the patch was installed. I then went to the Software Updates section and attempted to connect my CCO account, but it failed again claiming that the credentials were invalid (which they are not).

At this point I reconnected to the CLI as admin and executed the command "conf server enable". I then provided the same CCO crendentials that I used the GUI. The system then provides a verficiation URL to use. I browsed to the URL, authenticated with the CCO credentials and got a message that the verification was successful ("Device activated"). About 3 to 5 minutes later, the CLI showed "Operation succeeded".

Back at the GUI, I browsed to the Software Updates section and now it shows "CCO credentials are authenticated successfully for User Id".

Takeaways...

- The problem is definintely with the GUI and NOT the credentials being used.
- Neither the 2.11.0.2 JeOS package update nor the Service Pack resolves this issue.
- The workaround at this time is to use the CLI to authenticate.
- Hopefully, a future Service Pack can restore this basic functionality of being able to configure updates from the GUI without having to touch the CLI.