Error when trying to upgrade ACC-V on Windows OS

[Yuna Matsuhibi]

Hi,

I got an error when trying to upgrade ACC-V on Windows OS.
ServiceNow explains that you need admin rights to upgrade. However, even if I set that up, the error could not be avoided.
Does anyone know the cause and how to deal with this?

Regards,

Yuna

[Paul Bloem]

Can you provide some screenshots of the errors? 

To clarify, you have updated the AgentClientCollector service on the Windows device to run as a user that has admin privileges on that device?

[Yuna Matsuhibi]

Hi Paul, thank you for the replying. Here is the ServiceNow screenshot and log file of the error with the ACC-V upgrade. And yes, I have set and run as an admin user to update the AgentClientCollector on the Windows device. Actually, that OS is a Japanese Windows OS. Is it related to this error?

[Paul Bloem]

Hi Yuna, 

I don't know enough about the ACC agent install process to know whether using Japanese Windows OS might cause issues but I would be surprised if it did. 

I've attached the runUpgrade.rb file (reformatted as a text file) and you can see in line 283 where the error message you're receiving is thrown. It may be worth checking the server event logs to see if there are some errors being thrown on that end. 

Unfortunately that's the extent of what I can find, might be time to open a case with ServiceNow support if that doesn't get you to a solution.

Best,
Paul