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Nagios XI - Common Upgrade Failures And Solutions

Overview

This KB article covers some of the more common problems that can occur when upgrading Nagios XI and provides solutions to them.

Upgrade Instructions And Methods

Steps for performing the upgrades themselves can be found at:

Nagios XI - Upgrade Instructions

Nagios XI – How to Upgrade Using the Web UI

Nagios XI – Installing Nagios XI In An Offline Environment

Backups are always recommended prior to any upgrade as per the following documentation:

Nagios XI - Backing Up And Restoring Your Nagios XI System

Was The Upgrade Successful?

A successful upgrade will display the following message:

---------------------------
Nagios XI Upgrade Complete!
---------------------------

The offline upgrade will not produce a completed message due to the nature of RPM packages.

If you do not receive a completed message then you should check the /usr/local/nagiosxi/tmp/upgrade.log file for any errors. Establish a terminal session to your Nagios XI server as root and execute the following command:

tail /usr/local/nagiosxi/tmp/upgrade.log -n 20

Some examples of common failure messages are:

Proxy request sent, awaiting response... 503 Service Unavailable
2013-06-24 12:12:20 ERROR 503: Service Unavailable.

HTTP request sent, awaiting response... 500 Internal Server Error
2017-05-15 13:19:17 ERROR 500: Internal Server Error.

HTTP request sent, awaiting response... 403 Forbidden
2015-11-13 21:57:01 ERROR 403: Forbidden.

nagiosql.loginNAGIOSQL LOGIN FAILED!

One or more problems was encountered while processing the config files...

Running configuration check... CONFIG ERROR! Restart aborted. Check your Nagios configuration

PHP Warning:  require_once(/usr/local/nagiosxi/html/includes/utils-reports-export.inc.php): failed to open stream: Permission denied in /usr/local/nagiosxi/html/includes/utils.inc.php on line 38

The update did not complete successfully. Please try updating manually.

Private key not found

Resolving The Problem

The following steps will require you to establish a terminal session to your Nagios XI server to execute the prescribed commands.

File System Permissions

There are a couple approaches to resolving this issue.

The first is to run the rest_config_perms.sh script:

/usr/local/nagiosxi/scripts/reset_config_perms.sh

This resets permissions on a few key folders and files. If this doesn't resolve the problem then the getfacl command can be used to create an ACL on a known good Nagios XI machine and the setfacl command can be used to restore it onto the failed machine.

On a good working machine of Nagios XI execute:

getfacl -pR /usr/local/nagiosxi/ > nagiosxi.acl
getfacl -pR /usr/local/nagios/ > nagios.acl

Copy the nagiosxi.acl file created by this command over to the machine that is failing and execute:

setfacl --restore nagiosxi.acl
setfacl --restore nagios.acl

The Nagios support team can provide ACLs if needed. We will need a copy of your /usr/local/nagiosxi/var/xi-sys.cfg to confirm user and group settings as well as the exact versions of XI that the machine that is experiencing the problem.

SSL/TLS Problems

The following documentation explains how to configure a Nagios XI server to use HTTPS instead of HTTP for web UI access:

Nagios XI - How To Configure SSL/TLS

It is possible to configure this in such a way that no problems exist until it is time to upgrade. In cases like this you may see messages in the log that refer to port 443, https or certificates before the error is logged:

Connecting to localhost|127.0.0.1|:443... connected.
WARNING: cannot verify localhost's certificate, issued by "/DC=acme/DC=local":
Unable to locally verify the issuer's authority.
WARNING: no certificate subject alternative name matches

HTTP request sent, awaiting response... 500 Internal Server Error
ERROR 500: Internal Server Error.

The WARNING messages above may seem like a problem, they are common with HTTPS setups and can be ignored most of the time. More detailed information about this is explained in the following KB article:

SSL/TLS - Understanding Certificate Warnings

Configuration Files

The configuration files in /usr/local/nagios/etc/ can have errors preventing the upgrade or the upgrade can complete successfully and cause problems afterwards. Sometimes the error message will explicitly tell you which files or directories to examine but if not or the upgrade completed, the configuration can be checked and detailed output returned with:

/usr/local/nagios/bin/nagios -v /usr/local/nagios/etc/nagios.cfg

The following KB article also explains in detail the steps required to resolve these issues (even though it is targeted at an older version of Nagios XI it is still applicable):

Nagios XI - 2014 Upgrade Issue - CONFIG ERROR

Make sure to always download the latest update as it will have the best chance of catching any configuration problems or incompatibilities during the upgrade. The latest update can always be downloaded with:

wget http://assets.nagios.com/downloads/nagiosxi/xi-latest.tar.gz

Network Proxies

Issues with network proxies will usually result in a HTTP 403, 500, or 503 status code but could also result in a number of other codes. The important verbage to be aware of is:

Proxy request sent, awaiting response...

Followed by an error like:

Proxy request sent, awaiting response... 503 Service Unavailable
ERROR 503: Service Unavailable.

The following documentation covers how proxies can be handled if there is one in the environment:

Nagios XI - Problems Using Nagios XI With Proxies

Restore From Backup

In situations where quick recovery is priority and finding the root cause secondary, restoring from a backup is an option. This is covered in the following documentation:

Nagios XI - Backing Up And Restoring Your Nagios XI System

Final Thoughts

For any support related questions please visit the Nagios Support Forums at:

http://support.nagios.com/forum/

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