Symptom | Possible Cause | Solution |
When you try to upgrade an onQ Appliance, the upgrade process pauses or hangs. The Updates icon  at the bottom of the onQ Portal page does not disappear. | Upgrade process fails to exit one of the system/platform upgrade modules such as PHP, Apache, or mysql. | Reboot the onQ, then click the Install Updates button to resume the upgrade. |
(Agent‑based PNs only) You see the following error during a PN upgrade and following an onQ upgrade and protection restart: Error updating service on many 2003 PNs (msi: code 800b0101) | The global root certificate on your Windows PN is invalid or expired. The upgrade is not the cause; moreover, any industry software upgrade requires a valid global root certificate. | Do the following: 1. Install a new global root certificate on the PN from https://support.globalsign.com/customer/portal/articles/1426602-globalsign-root-certificates. 2. Perform a Windows update. |
You receive one of the mismatch errors outlined in License Expiration and Upgrade Alerts and onQ Portal’s DR Transfer status indicates mismatch. | Each of the onQ Appliances listed is running different software versions. They must be in sync. | Compare the versions between the onQ Appliances, then resolve the incompatibility by upgrading each onQ Appliance to the same version level. |
(Agent‑based PNs only) PN did not upgrade, as defined in (Agent‑based PNs) Verify PN software compatibility, although the PN is online. | Firewall or Anti-virus software could be blocking upgrades. | Add the exceptions outlined in Network and Firewall Requirements. |
(Agent‑based PNs only) PN did not upgrade, as defined in (Agent‑based PNs) Verify PN software compatibility, and the PN is offline. | Various reasons. |