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Troubleshooting

Download Troubleshooting playbooks that complement the content on this site.

  • Do not execute the installer from a network share.

  • If the installer opens a window with an error like "You did not provide a database name", contact support@bravurasecurity.com .

  • If the installer does not provide the option to upgrade and instead shows setup screens for a new install, start setup from the command line:

    setup -opts PREVIOUSVERSIONFOUND=11.1.0

  • If the Bravura Security service account is a domain account and you are not currently logged into the server using the service account directly, use the following command:

    runas /user:<domain\service-account> setup -opts PREVIOUSVERSIONFOUND=11.1.0

  • If the upgrade or patch introduces database changes and stored procedures made it into the iddb queues before patching started, any resulting failed stored procedures will show up after the database service iddb is started:

    • As a summary in the instance’s db\iddb-failed-procs*.log files.

    • With details, in <instance>\logs\<instance-name>\idmsuite.log.

  • If the upgrade or patch fails on any node, collect the upgrade log and send it to support@bravurasecurity.com or reply to a related open Zendesk ticket.

    • The setup.log can be found in the same directory as the installer (setup). Inside setup.log file there is a msiexec command that specifies the exact location of the patch installer log is located.

    • Do not run setup a second time, as it may overwrite the patch installer log containing the original issue details. If the upgrade fails again, it will leave the node in an unknown state.

    • If the upgrade or patch failed with a database error, make a backup of that database on the affected node before reverting the instance. Bravura Security developers may need to inspect the database state at the time of the error to provide a fix or workaround. Name the backup file "backup-failed-<node-designation>-<timestamp>.bak"; do not send the database backup file to Bravura Security support unless requested.

    • If the upgrade or patch failed on a production instance, revert it using the backups created during preparation .

    • If the upgrade or patch failed on a test instance, leave it as is (make sure the services are off and the Database Service is disabled), in case Bravura Security developers need to look at it.

    • If a node could not be backed up completely in preparation , it could be restored from a database backup. This is the least recommended recovery version, because it involves re-installing the instance, its prerequisites, and all target system client software. Contact support@bravurasecurity.com for help with this.

  • If reports are inaccessible and your browser console shows a "502 (Bad Gateway)" error after a recent Bravura Security Fabric installation or upgrade, reboot all affected instance servers to allow PATH changes to take effect.

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