Kaseya Community

Update to SP1 went wrong

  • Error after kaseya SP1.GIF
    Hi All,
    We've just done the update and thank God we backed up everything first.
    The update itself took about 15 minutes hanging at 12% for most of that.
    The end result being we now have kaseya telling us that we need to rebuild our SQL server (see error attached) Thing is, it seems to be funtioning pretty okay. the SQL database is being read fine and there seems to be no loss of funtionality, The agents started checking in straight away after the reboot.

    I've open a ticket with kaseya support and will keep ye updated as how this turns out but something tells me I'll be rolling back first thing when I get in Monday morning.

    Legacy Forum Name: Update to SP1 went wrong,
    Legacy Posted By Username: clynch
  • Just got this back from kaseya
    http://kb.kaseya.com/article.asp?article=294246&p=11855

    It basically says the problem was there along and the only resolution is the reinstall SQL

    So the plan is to go back to 5.0 (again, thank god for backups) and rebuild SQL. Once that's done I'll update to SP1 again and if something goes wrong this time I'll strangle themSmile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: clynch
  • Same problem has gone bad for me - a nice sequence of bad in fact.

    Took advantage of a long weekend and did the 2008 sp1 upgrade from 4.8.
    But collation error required reload of SQL then restore and retry.

    Problem is I missed the tick box of the accent significance and had to go through the process again BUT this time the reinstall of any kaseya now has an error of "License not valid for this update package". Deleting everything I can find obviously does not delete enough.

    From West Australia to US EST over an hour of "please wait" on the phone is not very palatable particularly on a Monday midnight. But no email replies etc are making it my only option. (the spare server I have is Windows 2008 which needs sql 2005 sp2 - download of the 285mb update is taking about 5 hours - only 2 hours to go - thanks Microsoft)

    Anyone else know how to clear this license error?

    (I tried to run an alter database in query originally to fix the collation issue but kaseya has fields are fixed to the collation - making a trivial fix impossible. - thanks Kaseya)

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: askcons
  • We're now noticing that about 90% of out agents have failed to update the security.
    Here's Kaseyas answer:

    Question:
    Since we done the SP1 update KES is not updating. On a majority of our sites the update is stuck on "Pending" and "failed".


    Answer:
    KES now schedules UPDATEs automatically as needed. These UPDATEs will occur at random times during the day depending on when AVG releases the UPDATEs. The times usually do NOT vary much daily however we have seen them vary on occasion with no discernible pattern.


    Question:
    This does not answer or resolve my question. The profiles should not need to update or change from its already preset which worked.
    Is our security functioning? Are our sites at risk if the profile is not set?



    Answer:

    Basically when endpoints cannot apply profiles or have errors Enabling, it revolves around the fact that they are not up to date with signature build.

    1) Run a manual update and reboot the endpoints, then try assigning the profile again

    2) Start and stop the Kserver

    If the problem is not resolved, please follow the steps in article mentioned below.

    http://kb.kaseya.com/article.asp?article=283686&p=11855




    Still no joy. looks like this is going to turn into another saga.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: clynch
  • Is there a ticket for the failed updates?

    (I can track and follow it from there)

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Jeff.Keyes
  • kaseya closed the ticket after giving the answer in my last post. Nothing we can do now except rebuild sql

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: clynch
  • Thats what I had to do - just make sure you have the collation 100% right - I missed the tick box for accent and had to go through the process a second time.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: askcons
  • askcons
    Thats what I had to do - just make sure you have the collation 100% right - I missed the tick box for accent and had to go through the process a second time.


    So what was the correct setting?

    Thanks,

    Michael

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: RCS-Michael
  • I had the same problem with is sitting there at 12% and then after over an hour the page timed out. I submitted a ticket to support and heard nothing back. After about 4 hours, I decided to refresh the page and it showed 44% and continued on and seemed to have completed. Don't expect anyone at Kaseya to be much help when you need it. I feel they know they have the best product on the market and can treat us as they please. I would think they would be bending over backwards with the current economic climate.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: j.lee@carceron.net
  • We also experienced this problem when updating - would have been nice if the installer did some kind of check, advising that the process to re-install SQL adn reload the DB would take closer to 3 hours, than the 30mins in the documentation...

    My Experience went like this - SP1 update installed, and when it came to applying the Database - it got to about 27% and errored with something about column name. Refreshed and got the dreaded 'your SQL is WRONG!' message. Uninstalled SQL server and reinstalled with the correct collation settings.
    (If anyone has trouble finding it on SQL 2005 standard installation - choose the SQL collation option down the bottom, and select 'Dictionary order, case insensitive, 1252 table set or something like that from the list, the bit up the top will still read Latin1_general_CI_AS, but as long as you have that right, and the 1252 code page you've got it - see http://msdn.microsoft.com/en-us/library/ms180175.aspx for more detailed help)
    After that I had to re-install Kaseya again, as I coudn't find out how to manually set up the server permissions and Kaseya complained that It couldn't connect. Luckily I'd only done this not too long ago after we moved to different hardware, so the experience was still pretty fresh in my mind. One thing I have to give credit to Kaseya for though - was that I could restore a non-SP1 Database backup, made in SQL studio, not using the configuration page, and Kaseya automagically was able to restore, then reapply the SP1 schema and we were back up and running!

    One upside from having the correct collation tables seems to be that our Database load has gone WAY DOWN. SQLServr process used to often use up ALL the available processor time, our long term CPU usage average has gone from 99% to 13%! so if you're having issues, and have a lot of patience and time to throw away I reccommend checking your collation settings and doing a re-install, even if you aren't on SP1.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • As many of you, I update to SP1. Unfortunately none advise me with a simple

    "ATTENTION CHECK COLLATION OR YOU HAVE TO REINSTALL SQL SERVER!!!"

    Mad

    Now from what I read in this forum it seems that the only way to snooze that message about collation is to reinstall SQL server.

    For me it's a lot of work 'cause I have many db on that SQL ... Sad

    At the first sight all the data seems ok, I see all the agent, all the script etc...

    What could happen if I wait to reinstall SQL server and I keep using with this warning ? Confused

    And if I restore the db is there a way to uninstall sp1 from kaseya server or I have to reinstall it too ? Mad

    Thank in advance for reply

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: MatteoBrusco
  • As a follow-up to my previous post - also take care if you've done the 'SQL performance profile' thing to build automatic indexes for you 5.0 database. We encountered a problem where the new 5.1 table names casued problems with the exisiting indexes, and had to get a Kaseya Feature specialist to rebuild them properly. Symptoms included KServer not sending mail, unable to see patch status on individual agent profiles, and a message saying unable to access vsaupdate.kaseya.net when accessing the home tab.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • Hello

    I've been through Kaseya support and read the forums here regarding the error after the SP1 upgrade.

    We receive the Latin Collation error.

    I completely removed and reinstalled SQL and followed the steps but sure enough upon restarting Kaseya I get the same Latin Collation error.

    I'm no SQL expert so I apologise for my newbiness but, i really need a step by step guide.even if it means re-installing Kaseya, I just need to know what to do.

    As you're probably aware, every installation of SQL Standard 2005 takes about 2o or so minutes. I've been through this remotely about 6 times now to no avail.

    Any help is most greatly appreciated.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lighthouse
  • lighthouse
    Hello

    I've been through Kaseya support and read the forums here regarding the error after the SP1 upgrade.

    We receive the Latin Collation error.

    I completely removed and reinstalled SQL and followed the steps but sure enough upon restarting Kaseya I get the same Latin Collation error.

    I'm no SQL expert so I apologise for my newbiness but, i really need a step by step guide.even if it means re-installing Kaseya, I just need to know what to do.

    As you're probably aware, every installation of SQL Standard 2005 takes about 2o or so minutes. I've been through this remotely about 6 times now to no avail.

    Any help is most greatly appreciated.


    We just took care of this earlier this week. So, it's still fresh in my mind. When you get to the screen in the installation wizard that prompts you for the collation settings, you need to realize that the settings at the top (where you can check boxes) are to select a Windows collation and the settings at the bottom (where you choose from a list) are SQL collations. You want to select a SQL collation so you want to choose from the list at the bottom. The one that you want should be the one selected by default when you get to that screen (if in that server's Regional and Language Options Control Panel applet, you have selected English (US)). It should be the one that specifies an ISO code page of 1252, dictionary order, case-insensitive charater sort order and General Unicode. When you select it, it won't show that it is SQL_Latin1_General_CP1_CI_AS. But I can confirm that the server was set to use SQL_Latin1_General_CP1_CI_AS collation once the installation was complete.

    Michael

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: RCS-Michael
  • [QUOTE=RCS-Michael;34404]We just took care of this earlier this week. So, it's still fresh in my mind. When you get to the screen in the installation wizard that prompts you for the collation settings, you need to realize that the settings at the top (where you can check boxes) are to select a Windows collation and the settings at the bottom (where you choose from a list) are SQL collations. You want to select a SQL collation so you want to choose from the list at the bottom. The one that you want should be the one selected by default when you get to that screen (if in that server's Regional and Language Options Control Panel applet, you have selected English (US)). It should be the one that specifies an ISO code page of 1252, dictionary order, case-insensitive charater sort order and General Unicode. When you select it, it won't show that it is SQL_Latin1_General_CP1_CI_AS. But I can confirm that the server was set to use SQL_Latin1_General_CP1_CI_AS collation once the installation was complete.

    Michael[/QUOTE]

    Hi Michael

    I'm 100% sure that's what I did and I still get the same error.

    Ho hum, i'll try again tonight when everybody is offline.

    Thanks

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lighthouse