GENERAL ERROR: A NetBackup Operations Manager (NOM) upgrade to version 6.5.4 fails, leaving the user unable to log into the NOM console.

Problem

GENERAL ERROR: A NetBackup Operations Manager (NOM) upgrade to version 6.5.4 fails, leaving the user unable to log into the NOM console.

Solution

Overview:
A NetBackup Operations Manager (NOM) upgrade to version 6.5.4 fails, leaving the user unable to log into the NOM console.

Details:
This issue may be encountered on systems during an upgrade of NOM by applying the version 6.5.4 release update to a 6.5.3 environment where alerts have previously been set up.

During the attempt to apply the NOM 6.5.4 release update, the installation process fails during database migration.  The upgrade then rolls back but leaves NOM inoperable with login to the NOM console not possible, as the NOM services do not start properly.

This excerpt from the install log shows where the upgrade fails and rolls back:
06-19-2009,16:20:10 :  Action 16:20:10: UpdateNOMDatabase. Updating database, please be patient this might take several minutes....
06-19-2009,16:21:06 :  ERROR failure in updating NetBackup Operations Manager database executing: "C:\Program Files\Veritas\NetBackup Operations Manager\bin\admincmd\dbUpgrade.bat" -install
06-19-2009,16:21:06 :  Action ended 16:21:06: InstallFinalize. Return value 3.
06-19-2009,16:21:06 :  Action 16:21:06: Rollback. Rolling back action:

When this issue is encountered, the following screen will be displayed when attempting to log in:
 

At this point, the rollback has occurred and things appear to have recovered back to NOM 6.5.3.

Resolution:
Note: Before resolving this issue, be sure to review any alerts that may have been set up, since this procedure may remove them.  It may be necessary to recreate alerts after the NOM 6.5.4 patch is reapplied.

To resolve this issue:
1.  Stop NOM.

Windows: <install_path>\NetBackup Operations Manager\bin\admincmd\NOMAdmin -stop_service
Solaris: /opt/VRTSnom/bin/NOMAdmin -stop_service

2a. On Windows, uninstall the NOM 6.5.3 release updates by using the Add or Remove Programs function on the NOM server.

2b. On Solaris, execute the NB_update.uninstall script found in /usr/openv/pack/NB_NOM_6.5.4/save.  If the NOM 6.5.3 release update has previously been applied, remove it as well using the NB_update.uninstall script located in /usr/openv/pack/NB_NOM_6.5.3/save.

3.  Execution of the scripts in Step 2 may restart NOM.  If it is running, stop it again, using the command in Step 1.

4.  Reinstall the NOM 6.5.3 release update.

5.  This will start NOM again, so it will need to be stopped again using the command in Step 1.

6.  Install the preprocess.xml file in:
Windows: <install_path>\Veritas\NetBackup Operations Manager\db\
Solaris: /opt/VRTSnom/db

To obtain this file, please contact Symantec support, referencing this TechNote ID and Etrack 1704746.

7.  Apply the NOM 6.5.4 release update.

8.  Verify that login into NOM is now possible.

9.  Verify Alerts and reconfigure if needed.


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