Troubleshooting Failed Device Upgrades
If an MSL device upgrade fails, you can view the failed messages in Upgrade Plan status window and in the Device Operations Reports - All Scheduler Activity query.
Also, refer to the KMS Article HO5377 for Blade Upgrade Troubleshooting for support:
https://mitel.custhelp.com/app/answers/answer_view/a_id/1021024/loc/en-US
The possible failed device upgrade messages include:
| Message | Description |
|---|---|
|
Cannot resume operation at this stage |
The probe may have been rebooted during the operation. Check the probe connected to the device to make sure it is online then run the upgrade plan again. |
|
Scheduled upgrade does not have completed checklist |
The pre-upgrade checklist was not completed. Complete the checklist and run the upgrade again. |
|
Failed to perform backup prior to upgrade |
The device backup did not run before running the upgrade. Try running an on-demand backup on the device separately, then run the upgrade plan without the backup option selected. |
|
Starting an upgrade did not return a response |
May be caused by several reasons: MPA Probe Consumer permissions might be incorrect in MSL Server Manager > Web Services. Check the permissions before running the upgrade again. Network issues may be preventing the probe from communicating with the MSL device. |
|
Timed-out waiting for upgrade to complete |
The upgrade took longer than 120 minutes to complete. Contact Mitel support to view server logs. |
|
Timed-out waiting for the device to reboot to complete |
The device reboot took longer than 15 minuted to complete. Contact Mitel support to view server logs. |
|
Status API did not return a response and the state is not reboot |
Network issues occurred during the upgrade and the device may not be in a stable state. Contact Mitel support to view server logs. |
|
Bad response from the Status API |
An unexpected or malformed response from MSL occurred. This might mean that unexpected changes were made to the API by Mitel or there are problems with MSL. Contact Mitel support for assistance: https://www.mitel.com/support/mitel-technical-support |
|
Couldn't verify installed manifest version. Aborting the upgrade. |
The upgrade failed due to either network issues or the MSL device is unresponsive. |
|
Couldn't verify list of available manifest versions. Aborting the upgrade |
The upgrade failed due to either network issues or the MSL device is unresponsive. |
|
Device manifest versions were not up-to-date when upgrade was initiated. Upgrade aborted. |
To resolve this, cancel the current upgrade plan then refresh the manifest versions and create a new upgrade plan. |
|
Pre-Reboot failed [Error response from MSL] |
To resolve this, reboot the device manually, then run the device upgrade plan without the "Reboot before upgrade" option selected. |
|
Post-Reboot failed [Error response from MSL] |
The device upgrade will have completed successfully. At this point, you can reboot the manually. |
|
MSLUpgradeException: Upgrade failed due to error on MSL |
This error may indicate the AMC sync failed after the upgrade. This is an MSL error. Contact Mitel support for assistance: https://www.mitel.com/support/mitel-technical-support |
You can also refer to the device specific documentation listed below for additional information:
For the MiCollab Server, see the “MiCollab Installation and Maintenance Guide for MiVB and MiVB 250" at https://www.mitel.com/document-center/applications/collaboration/micollab/micollab-server.
For the MiVoice Business SMB Controller, see the “MiVoice Business System Manual for Mitel SMB Controller” at https://www.mitel.com/document-center/business-phone-systems/mivoice-business/mivoice-business.
For the MiVoice Business EX Controller, see the “MiVoice Business EX Controller Installation and Administration Guide” at https://www.mitel.com/document-center/business-phone-systems/mivoice-business/mivoice-business.
For ISS and vMiVB devices, see the “MiVoice Business Installation and Administration Guide for Industry Standard Servers (ISS) and vMiVB” at https://www.mitel.com/document-center/business-phone-systems/mivoice-business/mivoice-business.
For MiVoice Border Gateway, see the “MiVoice Border Gateway Installation and Maintenance Guide” at https://www.mitel.com/document-center/applications/mivoice-border-gateway.
If you cannot find a solution to the upgrade failure based on the information above, contact Mitel Support for assistance: https://www.mitel.com/support/mitel-technical-support.