Troubleshooting an update installation

You may experience a failure during a customer update (CU) installation. Since an initial install must have completed, basic configuration must be adequate for the install.

  • Check the install log to determine the installation phase where the failure occurred.

  • Analyze error messages to attempt to determine the likely cause.

  • Read the relevant topic below for troubleshooting tips.

Phase One (interview) failures

Symptom Solution
You do not see your Environment as an update option.

Verify the following:

  • The $LAWDIR/system directory contains an install.cfg and a GlobalPerms file.

Correct errors, and proceed until Phase 1 has successfully completed.
An error message indicates that you are logged in as the wrong user. Ensure that you set up installation users correctly, and that you are logged in as the correct user for your platform.

Phase Two (file delivery) failures

Symptom Solution
A file is locked and cannot be overwritten. Ensure that you set up installation users correctly, and that you are logged in as the correct user for your platform.

Phase Three (perl script) failures

If the install fails during running of the perl scripts, it usually means that a third party product is not accessible

Symptom Solution

Install fails when a perl script is executing.

Common causes are:

  • The database is not running

  • The LDAP server is not running

  • You forgot to load the ldif file

  • Your system configuration has changed, but some or all of the required configuration was missed. For example:

    • You updated your Java version, but did not update the JAVA_HOME or LAW_JAVA_HOME variables on your system or in $LAWDIR/system/install.cfg.

    • You updated your Java version, but did not re-install and configure Bouncy Castle.

    • You changed your web server name and port, but did not update $LAWDIR/system/install.cfg.

Locate the error messages in the log file and attempt to diagnose the failure.

Correct the problem that caused the failure.

If you forgot to load the ldif file, load it now.

Re-run the install, choosing the Restart option. The Restart option does not re-deliver files. It does re-run the perl scripts.
Bouncy Castle installation fails with the message:

JCE cannot authenticate the provider BC

 Update to the new Bouncy Castle installation. See Updating Bouncy Castle.