ASM Live Update failing for Server Technologies

[Nigel_Oake]

We have recently upgraded to version 14.1.2.3. When we first attempted to update the "Live Updates" they all failed because our Device ran out of space in /var. After clearing some space in /var we ran the updates again. We have managed to successfully update ASM Attack Signatures, Bot Signatures and Browser Challenges. However Server Technologies keeps failing. The Server Technologies section has a red cross in a circle and when we go into it, one of the entries for the latest update ServerTechnologies_20190828_172623.im has "Building Preview..." next to it and the icon just keeps spinning, screenshot attached. When we click on this entry the pop-up advises "Building installation preview for ServerTechnologies_20190828_172623.im... This may take several minutes. Please wait until the process is over", but the process never finishes (screenshot attached).

We have tried re-installing ServerTechnologies_20190828_172623.im, however nothing happens when we click on the "Install" button. We tried to install the previous update ServerTechnologies_20180214_141357.im and this failed with error message "Error installing installation ff80808171c349900172322e13dc005f: Live Update file could not be loaded". Please can anyone advise how to fix this?

Many thanks

[Ivan_Chernenkii]

Hello Nigel,

Do you see any errors in /var/log/ts/asm_config_server.log?

Most probably this is known issue, which was fixed in v 14.1.2.4

Thanks, Ivan

[Nigel_Oake]

Hi Ivan,

Thanks for your reply. There are no errors logged in the asm_config_server.log over the last 7 days.

How can I be sure it has been fixed in 14.1.2.4?

Regards

Nigel

[Ivan_Chernenkii]

Could you try next https://support.f5.com/csp/article/K25037027?

If it won't help, then most probably this is different issue. In such case, the same logs, as in above article, can provide more details.

Thanks, Ivan

[Nigel_Oake]

Just to follow on from this. I found the following exception in /var/log/tomcat/liveupdate.log 

2020-06-11 11:45:22 ERROR Transaction:52 - 

java.lang.Exception: Could not add installation, an installation with status stage exists and references this update file 

Any suggestions on how to clear the status so I can update the file again?

[Ivan_Chernenkii]

From which version did you execute upgrade?

[Nigel_Oake]

It was 12.1.4.1.

[Ivan_Chernenkii]

Hello Nigel,

I looked at you original post more detailed. As you mentioned, "We tried to install the previous update ServerTechnologies_20180214_141357.im and this failed with error message "Error installing installation ff80808171c349900172322e13dc005f: Live Update file could not be loaded"."

So, this issue looks totally the same as issue described in https://support.f5.com/csp/article/K25037027.

Did you try to execute workaround from that article?

or you can upgrade to 14.1.2.4 and this issue should go away.

Thanks, Ivan

[Ivan_Chernenkii]

Nigel,

If workaround won't help, then you can open SR to make this issue more official.

From my side I will open separate bug for it.

Thanks, Ivan

[Nigel_Oake]

Thanks Ivan.

Just to update, we have upgraded to 14.1.2.6 and this hasn't fix our issue.

I did notice that although the issue is similar to what is described in https://support.f5.com/csp/article/K25037027, we are seeing a different error code:

Error: Live Update file could not be loaded

2020-07-16 11:09:59 ERROR Update:256 - 

java.lang.Exception: Live Update file could not be loaded

[boneyard]

had that same error code (256), but the work around from https://support.f5.com/csp/article/K25037027 did work for me.

[Ivan_Chernenkii]

Nigel,

Thanks a lot for the update. I already opened bug for this issue, but it would be good if you open SR to make this issue more official and give it a push from customer side.

Thanks, Ivan