Installation failed - ce9.4.2 --> ce9.6.4

[s3nsfan]

Hi, looking for a little assistance.  I am unable to upgrade from ce9.4.2 --> ce9.6.4.  The system only gives me an error of installation failed.  Initially tried from TC7.6.3 -- ce9.6.4 but that failed, so tried 9.4.2 and that was successful.

Cisco TelePresence SX20

[Ashish Patel]

Hi try an intermediate CE release before you do the big leap like CE 9.5
Have you tried that?
Is this the only endpoint that has this issue or has this upgrade worked on other endpoints?
Thanks
ashish

[s3nsfan]

Not sure what you mean... you think we should try installing 9.5??

[Ashish Patel]

Yes

[s3nsfan]

I am uploading 9.5.0 at the moment, will post an update and advise. Thank you for the suggestion.

[s3nsfan]

9.4.2 --> 9.5.0(SUCCESS) --> 9.5.3(SUCCESS)--> 9.6.1(SUCCESS)-->9.6.4 (FAILED) Any help to get this version installed would be appreciated.

[s3nsfan]

9.4.2 --> 9.5.0(SUCCESS) --> 9.5.3(SUCCESS)--> 9.6.1(SUCCESS)-->9.6.4 (FAILED) Any help to get this version installed would be appreciated.

[Vaijanath Sonvane]

Hi,

Are you using correct file for SX20 to upgrade to CE9.6.4. Each SX series endpoint has different software file. For SX20, the correct file is s52010ce9_6_4-ce8365c8325.pkg.

Also, I would recommend to upgrade SX20 to CE9.8.0 (s52010ce9_8_0-be9359915d0.pkg) as this is the current recommended version. 

[s3nsfan]

It is the current recommended version I agree, unfortunately our back end is too old (currently upgrading to the cloud). When we use anything higher than 9.6.4 with our endpoints, when you host a multipoint and enter your pin it drops the call immediately. We just need a temporary solution until our infrastructure has been turned off line and we go live with the cloud.



Appreciate the info and the community. We'll be doing a major upgrade (150 endpoints across the country) in the next couple of months so I am sure to be back with more questions.



Thanks again.

[s3nsfan]

Unfortunately, 9.6.4 was not successful from 9.5.0 I am trying 9.5.3 next then maybe 9.6.1 then 9.6.4



Any idea what could be causing the fail?



Thanks for your help Ashish

[PJMack · Accepted solution]

Here's my take - all these "steps" in between minor releases is unnecessary - I've gone from CE8.3.1 to 9.8.1 without any steps in between. 

My guess - you have downloaded the wrong file for 9.6.4. There are two that you'll find on the site that say SX20, 9.6.4, but they are not the same, the crypto and non crypto versions. 

Assuming you have standard crypto capable SX20, this is what you need:

s52010ce9_6_4-ce8365c8325.pkg

My guess is, you have this:

s52011cenc9_6_4-ce8365c8325.pkg

Note the "nc" in between the ce and the 9_6_4. That will not work - I think it gives some silly error about release keys or something. 

That said - I'd probably jump to CE9.9, that is the latest version and fixes a lot of bugs. That file name is: 

s52010ce9_9_0-46f7ea38fda.pkg

[s3nsfan]

I appreciate the efforts and information but unfortunately I have the correct file, here is snipit of what I have installed so far. All using the standard Crypto versions.



After I pasted the image below I realized that 9.6.4 was actually s52040 and not s52010. I am downloading s52010 right now and will provide updates. I also just verified on the cisco site and they don't even have the s52040 available for download so I have no idea where I got this package. I'll provide an update once s52010ce9_6_4 completes for fails.



Thank you so much, I did have the wrong version, just not the non-cryptp wrong version.



As I write this the install is working properly, problem seems to be resolved.



I just joined Cisco Community this morning, what a great first experience

Thank you,



[cid:image001.png@01D59560.047AE6A0]

[PJMack]

The s52040 file would have been for DX70/80. 

[s3nsfan]

Thanks for the info really appreciated.  Not all heroes wear capes!