Why This Happens
This usually occurs when the MID Server is installed using files from a different ServiceNow instance, causing the MID Server version to differ from the instance version.
The good news is that MID Servers are designed to detect and correct version mismatches automatically.
How Auto-Upgrade Works
The MID Server checks its version in three ways:
Trigger What it does
| Hourly Auto-Upgrade | Checks the instance version every hour and upgrades if required. |
| On Startup | Performs a version check whenever the MID Server service starts. |
| Manual Upgrade | Clicking Upgrade on the MID Server record starts the upgrade immediately. |
In most cases, the issue resolves within an hour. If it doesn't, something is preventing the upgrade.
Why the Upgrade Fails
Before upgrading, the MID Server performs several validation checks. If any of them fail, the upgrade stops.
1. Download Access (Check First)
The MID Server must be able to reach install.service-now.com to download the required files.
- Allow outbound TCP port 443 to install.service-now.com through the firewall.
2. Disk Space
Ensure the MID Server host has at least 1 GB of free disk space.
3. Service Account Permissions
The MID Server service account must have write access to the temporary directory:
- Windows: C:\WINNT\TEMP
- Linux: /tmp
4. Antivirus
Security tools (such as Cisco AMP) may lock files during the upgrade. Configure antivirus exclusions for the MID Server installation directory if needed.
How to Troubleshoot
Step 1 – Review the Logs
After clicking Upgrade, check these logs:
- agent/logs/agent0.log.0 – Primary upgrade log
- agent/logs/wrapper.log – JVM/service events
- C:\WINNT\TEMP\glide-dist-upgrade.log – Created when the upgrade fails critically
You can also collect logs from the instance:
- Open the MID Server record.
- Click Grab MID logs, files and thread dump.
- Go to ECC Queue, filter Source = grabLog, and download the attached payload.txt files.
Step 2 – Check MID Server Issues
Review the MID Server Issues related list on the MID Server record. Any detected problems are also stored in the ecc_agent_issue table.
Step 3 – Verify Connectivity
Confirm the MID Server can reach the download server:
telnet install.service-now.com 443
Or in PowerShell:
Test-NetConnection -ComputerName install.service-now.com -Port 443
Step 4 – Retry the Upgrade
After fixing any issues:
- Restart the MID Server service.
- Trigger a manual Upgrade, or wait for the next hourly auto-upgrade.
Watch Out for Downgrades
If the installed MID Server version is newer than the instance version, a standard upgrade won't downgrade it.
- Downgrades are supported only within the same release family.
- For major release differences, uninstall the MID Server and reinstall it using the installation files downloaded from the correct ServiceNow instance.
