Mid Server status down after upgrade

[priya33]

Hi,

one of our production Mid server is Down, and patch upgrade failed. upon a bit of investigation found the below. Can I please get some guidance on this.

Thanks

[priya33]

Hi Richard,

I had quick check through with the help of our  server team. the mid server service account has local admin privileges. Upon further sleuthing on the Service Now article, stumbled on an article below(mid server upgrade failure with cisco AMP)

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827747

Has any one has encountered a similar scenario

[Bobin]

Hi Priya,

This is why I had highlighted earlier that it could be an Antivirus or similar clients that could be causing the issue. In our case it was Enterprise McAfee and we had to create a policy in the AV client to whitelist the folders from getting scanned. 

Depending on your org process, you will have to get in touch with your Cyber Sec team to either add this MID Server agent folder itself to exclusion list or whiltelist, whichever way the client works.  

Thanks,

Bobin

[priya33]

Hi Bobin,

I had a quick look int the CISCO AMp policy on the server, I see an Exclusions added. However the Paths on the policy is as below no where close to what i expected it to be(C:\ServiceNow\Discovery PROD\agent\bin)..etc

and I Beleive this policy is common across all servers, if that is the case we have server which is up and running and upgraded with no issues.

Once theexclusion list is sorted out. Will just restarting the service, trigger the upgrade or should we manually upgrade it?

Thanks Heaps!

[Bobin]

Hi Priya,

Not sure if this would actually resolve the issue, but worth the try as this had resolved similar issues. 

Ideally starting/restarting the MID Server service will always check if the versions are same on both servicenow instance and mid server (precedence is for instance). It will then take a decison to upgrade/downgrade accordingly 

You can always check the agent\logs if the upgrade has started. To reflect in the MID Server console it might take few minutes. 

Please do post in the channel how it went, would be interesting to know how this got sorted out. 

Thanks,

Bobin 

[priya33]

Hi All,

Thanks for all your valuable inputs. Finally we have got this sorted out by HI Support team.

we had to manually restore the mid server and upgrade happened automatically. 

Once again Thanks Heaps!