Solved v15 SP3 won't install - all services stop

[computer150]

Hi folks,

We have an instance that shows SP3 15.0.59950.0 is available but when we click "download selected", we get a warning about shutting down, get redirected back to the logon screen - and then nothing.

No email received, all 3CX services appear to have stopped on the server - and they stay that way. After waiting over 30 minutes (with the phone system down) I resorted to rebooting the server.

Upon reboot I get an email to say a service pack has been successfully applied - but it hasn't. I retried this process today (Sunday) with the same result.

Any suggestions for logs to examine - or perhaps I should backup config and uninstall/reinstall? All suggestions are welcome.

 

[craigreilly]

what browser are you using?

 

[computer150]

Chrome 56.0.2924.87

I think the browser-side behavior is okay through - more that the upgrade obviously starts (all services get shut down), but never completes.

 

[YiannisH_3CX]

Hello @computer150

What version of PBX are you currently on? Can you let us know what is displayed next to the license tab on the dashboard?

 

[computer150]

Hello @computer150

What version of PBX are you currently on? Can you let us know what is displayed next to the license tab on the dashboard?

Activated Standard 15.0.59381.0

Thanks for your help.

 

[YiannisH_3CX]

Thank you for the update,

While the update is running and the services are stopping is there any service stuck on stopping and cannot stop?
also is the machine (assuming this is a windows machine) up to date with windows updates?

 

[computer150]

Thank you for the update,

While the update is running and the services are stopping is there any service stuck on stopping and cannot stop?
also is the machine (assuming this is a windows machine) up to date with windows updates?

I'll need to wait for an opportunity when I can try the upgrade again to check the services. Yes, this is on Windows Server 2012 R2. It was patched up to last months Windows updates. I have installed the latest couple of Windows updates since my last attempted 3CX upgrade (KB4012216 - March, 2017 Security Monthly Quality Rollup, and KB890830 Malicious Software Removal tool - March 2017)

 

[computer150]

Thank you for the update,

While the update is running and the services are stopping is there any service stuck on stopping and cannot stop?
also is the machine (assuming this is a windows machine) up to date with windows updates?

I'm just trying again now. Within about 30 seconds of starting the update and the console logging me out, the services started to shut down. All of the "3CX..." services were stopped within about 15 seconds after that.

From what I can see from task manager, there doesn't seem to be any process activity (server is dedicated to 3CX).

Will give it about 15 minutes (or until someone calls to complain) and then restart the server if no sign of progress...

 

[computer150]

Not sure if any of these will give a clue:
Last entries in CloudServiceWatcher.log:
2017/03/21 21:55:18.247|0004|Info(03)| Event for SP update is set. Starting SP update...
2017/03/21 21:55:18.302|0004|Info(03)| Starting Updater1 with param https://downloads.3cx.com/downloads/v150/sp150/PatchX4_64.zip
2017/03/21 21:55:52.749|0003|Info(03)| Service Watcher finishing

In a backup folder 3CXMediaServer...log
21:55:52.747|00000540| Info|Service.cpp(193): 9:Stop event has been set
21:55:52.747|00000548| Info|Service.cpp(767): 9:Stopping service tasks...
21:55:53.248|00000598|Trace|FileCache.cpp(84): 7:FileCache is exiting
21:55:53.759|00000548|Trace|MediaServer.cpp(1986): 9:Exiting core tasks
21:55:54.415|00000c8c| Info|Service.cpp(536): 9isconnected from CRASPBX:5482/CallManager at 127.0.0.1:5482
21:55:54.540|00000548|Trace|MediaServer.cpp(2029): 9:Core tasks are stopped
21:55:54.540|00000548| Info|Service.cpp(775): 9:All service tasks are stopped

In 3CXManagmentConsole.log:
2017/03/21 21:54:57.375|2784|0016|Err|EventConnector.EventRoutePoint has not a connection to 'ConfigurationManagementModel.Events.EventTransformer+PipelineTransformer'
2017/03/21 21:54:57.377|2784|0029|Err|EventConnector.EventRoutePoint has not a connection to 'ConfigurationManagementModel.Events.EventTransformer+PipelineTransformer'
2017/03/21 21:55:04.508|2784|0072|Err|CTI:
System.Xml.XmlException: The 'supportedmodels' start tag on line 269 position 3 does not match the end tag of 'profile'. Line 330, position 5.
at System.Xml.XmlTextReaderImpl.Throw(Exception e)
at System.Xml.XmlTextReaderImpl.ThrowTagMismatch(NodeData startTag)
at System.Xml.XmlTextReaderImpl.ParseEndElement()
at System.Xml.XmlTextReaderImpl.ParseElementContent()
at System.Xml.XmlLoader.LoadNode(Boolean skipOverWhitespace)
at System.Xml.XmlLoader.LoadDocSequence(XmlDocument parentDoc)
at System.Xml.XmlDocument.Load(XmlReader reader)
at System.Xml.XmlDocument.Load(Stream inStream)
at ManagementConsoleJS.CheckItem.ReadLocalVersion(String baseDir, String category)
at ManagementConsoleJS.UpdateService.<CheckAsync>d__25.MoveNext()
2017/03/21 21:55:18.207|2784|0066|Err|EventConnector.EventRoutePoint has not a connection to 'ConfigurationManagementModel.Events.EventTransformer+PipelineTransformer'

Any idea what file the last error is referring too? Related?

 

[computer150]

No progress and down too long so had to reboot.

Got the standard "Your 3CX Phone System has been successfully updated!" and "A new update is available for 3CX Phone System." emails but no upgrade has actually happened.

Any help would be appreciated.

 

[YiannisH_3CX]

For close this topic, the issue was due to some Grandstream custom templates inside the PBX folder.
Once those were removed the update proceeded normally.

 

[computer150]

Just a small addendum...
If anyone needs to find the Updater logs to get clues for resolving these kind of issues, they are located in C:\Program Files\3CX Phone System\Bin and called Updater1.log and Updater2.log.