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KB45196 - How to - The Complete Upgrade Guide

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Information

 
Last Modified Date6/1/2022 4:03 PM
Synopsis
This article provides all informations' for before, during and after the upgrade
Problem or Goal
Since the process has been changed of not having on call support for complete upgrade process, we understand customers worry about how to start, what to do and how to take actions in case of any issue. So this is a complete guidance on how to successfully upgrade your appliance regardless of physical or virtual, standby or cluster - the same procedure is followed for all.

>> https://forums.ivanti.com/s/contactsupport?language=en_US
Cause
Solution
Before upgrade kindly follow the basic step by step procedure:

1. Take a backup of all the logs (ALL IVE and System Snapshot) you would need for reference in future.

NOTE: This backup cannot be imported onto the PCS appliance after the new upgrade. All the logs would be erased permanently and wont be able to be recovered after.

NOTE: No current configurations will be lost during the upgrade - everything remains the same, except below on versions after 9.1R13 Release:
>> Click here to read more

2. Mandatory steps to be followed before staging or upgrading to prevent upgrade-related issues
>> Click here to read more

3. In case of virtual appliance - kindly make sure 40gb of disk space is available before you begin upgrade
>> Click here to read more

4. Check your logging and disk space and keep a note of the same

5. Download software / firmware for Pulse Secure products using the Licensing & Download Center at my.pulsesecure.net
>> Click here to read more
 
6. Confirm the correct package if needed with an technical engineer through call/case.

7. Guide to upgrade Standalone and cluster:
>> How to Upgrade PCS Standalone Device
Click here to read more
 
>> How to Upgrade PCS Cluster
Click here to read more

8. Whether to upgrade your PDC (Pulse Desktop Client):
PDC upgrade can be pushed onto client machines as below once the upgrade is done:
>> Maintenance > Options > Enable Web installations
>>Click here to read more

NOTE: Pulse desktop client is forwards and backwards compatible and hence it can be pushed or the older version can be used even after upgrade if customer doesn't wants to upgrade at the same time.

9. Whether to do step upgrade or direct upgrade:
The answer to this will be in the release notes of the version you are upgrading to.
Search for Upgrade Paths in the content section of the release notes:
>> Click here to read more

10. Whether to do staging first and then upgrade or direct upgrade:
>> This completely depends on the user requirement. Staging can save some time as the package is saved onto the appliance. 
>> Regardless of what you choose we suggest you to have 1-2 hrs minimum downtime for every upgrade (Cluster/Standalone)

11. Once you start the upgrade process we suggest you to keep the pinging on to monitor the appliance going down and coming up during the whole time as the GUI doesn't show the same.

12. Once the appliance comes up in the ping try logging into the GUI after 4-5 mins and you should be able to login to the appliance now.

13. If the device is taking more than 2 hours and is stuck we suggest you to manually reboot the device and see if the device comes up and login to see if the upgrade is successful.

14. If the device is still not coming up you can try logging to the GUI via Super Admin Access and check the status:
>> Click here to read more

15. If the above steps do not help kindly open a case with us and your case will be treated as P1-Critical and an engineer will be assigned immediately regardless of the time zone you are in.
Related Links
Attachment 1 
Created ByAkshaya Arunan

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