Hosted NFR Upgrade v18 to v20 failing

[monroeatc]

Hi,

Is it possible to upgrade our NFR phone system from v18 to v20? We are getting an error "Your 3CX Debian OS failed to update ID:10012" We are using the 3CX hosted, with a 3CX Standard (18.0) 2 SC NFR license. Not sure if that's the issue, or how to obtain a new NFR license for V20 if so, as I have no idea who my account manager is anymore. Previous contacts are gone, and I get failure bounce-back emails when I try to engage them. I tried submitting a support ticket, but am unable to submit a support ticket for this license. The error indicated it's "not a commercial license" which leads me to believe the whole issue has to do with the NFR license.

Anyway, looking to upgrade our own instance, before we move on to upgrading our small client set.

*Note: we did try to perform a backup, and restore from backup, but are getting the same result afterwards

Best,
AC

 

[monroeatc]

I did end up receiving a response when I emailed [email protected]. The response I received from a Level 1 Engineer was: Note that for the NFR issue, you need to contact our CSR department using this form.

The issue is still unresolved.

 

[monroeatc]

Ultimately, we didn't upgrade our NFR licensing to v20, prior to the Oct 1, 2024 deadline. As a result, our NFRs have been downgraded to 2SC with limited functionality.

 

[leon924s]

Where did you find the error "update ID:10012"?

 

[bitn2]

Was does the log says after the upgrade?

 

[monroeatc]

Where did you find the error "update ID:10012"?

I'm receiving this error on our Primary NFR, which is a hosted 3CX instance running v18 which we actually use as our internal system. I've been through the documentation, I've got my backups offline, updated firmware installed, and thankfully we already had a system owner in place.

As soon as I hit "upgrade" I'm immediately booted from the admin console, but nothing happens. The phones don't even get disconnected, so it's failing early in the process.

 

[monroeatc]

I attempted to upgrade once more, just prior to copying this log.

 

[monroeatc]

This is the latest response from [email protected].

 

[SnakeRiverWebDevelopment]

3CX hosted, with a 3CX Standard (18.0) 2 SC NFR license

I never heard of that license before, learn something new every day. My guess is the system does not meet the system requirements for the upgrade.

 

[monroeatc]

Right, it's the license 3CX downgraded us to, so we seem to be stuck with it. I've tried to both upgrade and renew the license from under 'My Systems' in the Partner Portal, and both state "NFR subscription cannot be upgraded."

Essentially, I have an instance that can't be upgraded due to the limitations of the license, and a license that can't be upgraded that is associated with said instance.

Suggestions for best path forward?

 

[SnakeRiverWebDevelopment]

Can you move the license to a new setup?

 

[bitn2]

The licence upgrade has nothing to do with the v20 upgrade. The downgrade to 2sc is because you missed the several emails to upgrade your pbx to v20.

Regarding your upgrade failure. You get an email with the logs of the upgrade. There you will see why it isnt working.

 

[monroeatc]

Unfortunately, I didn't receive any emails. I just looked through everything again, and can confirm 0 emails. I was hoping that was going to be the key, as I'm not seeing much in the logs from the admin console that is helpful.

 

[bitn2]

Unfortunately, I didn't receive any emails. I just looked through everything again, and can confirm 0 emails. I was hoping that was going to be the key, as I'm not seeing much in the logs from the admin console that is helpful.

You didnt get any emails regarding your licence and upgrade and also no emails after the upgrade?

 

[monroeatc]

I haven't tried moving the license to a new V20 instance yet. I glanced at that, but didn't see a path forward to restore from backup with my V18 backup onto a V20 system.

 

[bitn2]

I would check before why you didnt get any emails. That is important for v20. During the year you should have got several mails that you need to upgrade to stay at your NFR licence. Also after you tried the upgrade, you should get an email with the logs.

 

[monroeatc]

Sorry, I thought you were referring to emails related specifically to the upgrade process with logs, etc. I do get emails when I perform a backup, and restore, but no emails related to my attempts to perform the upgrade.

If you are referring to emails from 3CX prior to October 1st deadline, yes. We had some extenuating circumstances. We lost our primary 3CX tech to unforeseen health issues, deadlines were missed, and we're kind of reeling now. We're a really small outfit, limited number of customers on 3cx at this point

 

[bitn2]

Ok i understand... If your on v18 u9a (31) you can take an backup and restore it to an v20 pbx. The way to do it on hosted by 3cx need to teach you someone else, we just have one hosted by 3cx pbx and the rest are on premise or hosted somewhere else.

 

[monroeatc]

I've got a few clients on v18, and then we are on an NFR of V18. I was really hoping to perform the upgrade on ourselves from V18 to V20. If that's not going to be an option at this point, because we are past deadline, and the license has been downgraded, then it sounds like i'm out of options here. I have support cases available, but am not able to consume them on this NFR license. Obviously i'm looking for the path of least resistance here for my NFR license. If have to rebuild and request a new NFR license for V20, then that's what we've got to do.

 

[bitn2]

That hasnt anything todo with your licence. That is a different problem. The only thing with your licence is that you have to contact support after the uprade to get the desired sc back.