Sysaid Winter 16-2nd Edition Update Not Working

 
Author
Message
SysAid Community Manager Product Team
4490
 
Seems like your tomcat isn't running, can you start it up and run the last command again?

Thanks,
Danny
Super SysAider
56
 
Tomcat was not running because you instructed me to kill tomcat.

And then you sent me the instructions to run the free memory commands.

However, I have restarted tomcat.

Should I rerun the free memory and grep commands?
SysAid Community Manager Product Team
4490
 
Correct Sorry I forgot to mention to start it again before running the commands.

Thanks,
Danny
Super SysAider
56
 
No problem. I restarted anyways and the same thing.

It wont load.

Could it not be pulling the info from the mysql database?

I cant access anything and it been weeks.

I'm getting a bit antsy because my Knowledge base info is in there.

That's primary what I use it for in addition to the ticketing system.
SysAid Community Manager Product Team
4490
 
This is a pretty unusual problem and I'm trying to understand it using my resources, however I believe that unfortunately we're reaching our limit here, as this will almost certainly require an in-depth investigation using a remote session and other tools to properly correct, and our team will be unable to provide this due to your system being Free, which doesn't include a support license.

To clarify - after running the commands, did you receive the same results as you have posted here? Namely:
free -m
total used free shared buffers cached
Mem: 3272 2058 1214 62 80 951
-/+ buffers/cache: 1026 2246
Swap: 0 0 0

cat /etc/lsb-release
cat: /etc/lsb-release: No such file or directory

ps aux |grep tomcat
root 18412 0.0 0.0 3152 600 pts/0 S+ 18:10 0:00 grep --color=auto tomcat
Thanks,
Danny
Super SysAider
56
 
Below are the results of the commands (again).

free -m

total used free shared buffers cached
Mem: 3272 2850 421 42 82 1709
-/+ buffers/cache: 1059 2212
Swap: 0 0 0

cat /etc/lsb-release
cat: /etc/lsb-release: No such file or directory

ps aux |grep tomcat
root 18667 0.0 0.0 3152 860 pts/0 S+ 09:23 0:00 grep --color=auto tomcat

The problem is the update crashed my system.

This has happened before and I had to roll back. But even the roll back did not work.

I have been an advocate of your system for sometime, but I have also been looking (once again) at SpiceWorks... I've never had an issue with an update crashing spiceworks.

Unfortunately, if this is the resolution (because I am a free user), I am going to have to revert back to spiceworks and discontinue my support and referral of Sysaid as an IT tool.

Resolving this issue would essentially, be mutually beneficial as you would resolve the issue of the crash and possibly make the on-premise software more "stable".

Is this not why "free" versions of paid software is available?
SysAid Community Manager Product Team
4490
 
Hi Reason,

As I've mentioned, I'll try to do what I can here. It appears like your Tomcat isn't running, and considering all the other changes done to resolve this issue, we suggest doing a fresh install of SysAid and connecting it to your existing database:
1. Run the following query on your SysAid database:
This will show you the version of the database.
2. Backup your database and uninstall SysAid/Tomcat/etc
3. Do a fresh installation of SysAid's latest version. Point it to an empty database/let it create a new one.
4. Once the fresh installation is up and tested as running, stop your tomcat, increase the memory limit as mentioned in my previous posts, restart tomcat and check in sysaid.log that the memory indeed was increased.
5. Stop tomcat once again, go to \SysAidServer\root\WEB-INF\conf\serverConf.xml and edit it to match your previous database, save the file.
6. Start tomcat and check if the problem resolves.

Let me know.

Cheers,
Danny

This message was edited 2 times. Last update was at Jul. 12, 2016 07:45 AM

Super SysAider
56
 
Understandable and I do appreciate your diligent work on the matter.

This is the results of the query: [version: 14.1.001 - 14.4.001].

Does this mean I need to install 14.1 or 14.4?

And where do I go to get these versions? I am assuming I will need the full version and not the upgrade. Or are they the same?
SysAid Community Manager Product Team
4490
 
I have consulted with a colleague and it appears like you can simply download the latest version of SysAid Free and follow from step 2 of my previous post. You can get the download link in our Free Help Desk Software page. Let me know of the results.

Cheers,
Danny
Super SysAider
56
 
3. Do a fresh installation of SysAid's latest version. Point it to an empty database/let it create a new one.

A fresh installation does not ask for database information.

Per the sysaid/tomcat installation doc, it just says to copy the sysaid.war file over the to /webapps directory.

I feel like there is some information missing between your recommendation and the sysaid install doc located here: https://www.sysaid.com/Sysforums/posts/list/6026.page
Super SysAider
56
 
Nevermind. I found the init-sysaid.sh in the sysaid linux archive.
Super SysAider
56
 
So the config script completed.
But I am getting a 404 error when going to http://IPORT/sysaid

HTTP Status 404 - /sysaid

type Status report

message /sysaid

description The requested resource is not available.
Apache Tomcat/7.0.70
SysAid Community Manager Product Team
4490
 
This occurs after a completely new installation, without making any changes, correct?

As per my instructions - what I meant is simply install it normally and let it create its own database.
Super SysAider
56
 
Yes. I have made no changes except for changing connector port from 8080 to 8082.

And I got the database initialize and connected.
Super SysAider
56
 
The problem was that the new sysaid creates the folder under /sysaid_free/ instead of sysaid. Correcting the url worked and it loaded.

I am proceeding to restore the data.