Update failed from 5.22.00.18 to 5.26.00.20

Hello, thanks for choosing Dell and welcome to our community. I'm afraid the forum isn't the best platform to assit you apart from advising that you reboot the appliance and retry upgrade. If you still see the issues, we ask you to raise an official ticket https://dell.to/4ex52NA through this link because the support team will need to review the logs to figure out what is wrong.
Respectfully,

This issue has been there on my side too. It fails at downloading the update, even with a good internet connection. But when I chose to stage the update first and install later, that option seems to work. When you see an update prompt, Click About and check for updates from there, then stage them so that it downloads. You may break through when it downloads, then you install later.

@EllyAbaho​ Where is the option to stage the update?  I go to About and it only says Update now or Remind me later.

I cannot get 5.22.00.18 updated to 5.28.00.14.  Says "We couldn't finish downloading the update for this gateway. Check your network connection and try again."

@kjstech​ 

Hello,

if appliance is not broken, most likely issues with the customer environment.

You can deploy a new 5.22.00.18 and test update

if it works issues are with the appliance, if not, need to fix the network issues 

this document has some inside info that could help.

https://www.delltechnologies.com/asset/en-us/services/support/industry-market/secure-connect-gateway-security-wp.pdf.external

Respectfully, https://www.dell.com/community/en/direct-messaging

@DELL-Young E​ 

Same problem, but update from 5.18.00.20 to 5.28.00.14. There is no data, what should be checked. Network environment is wide area, what it means exactly - domains, ip addresses, tcp ports - what ?

Log into the appliance as root via the CLI. Navigate to /var/log/esrs. Look for the most recent update log. Does it contain any errors?

In the Gateway activity log we got that download progress and download update activities are marked as completed but when we try to upgrade from 5.26.00.18 to 5.28.00.14 we obtain the same message as TiborL: "We couldn't finish downloading the update for this gateway. Check your network connection and try again."

We asked to our networking team and there is no blocked request or error. All seems be fine but we got this error and we cannot upgrade.

Please tell us what else can be done or reviewed, we cannot upgrade and we are vulnerable.

Hello, 

please send http://del.ly/612170GJ1h

Below is the suggestion plan of action.

Ensure the connection of  below is able to reach without any issue. To verify this putty to SCG and using this command to openssl s_client --connect esrs3-core.emc.com:443&8443 -debug  and openssl s_client --connect esrs3-coredr.emc.com:443&8443 -debug 

Ensure access to the SCG portal via supported browser. If yes, please clear the cache of browser then try again. 

If the issue persists, we suggest you gather the below log and contact local support for further troubleshoot.

@TiborL​ 

So - with support center - checked internal environment in docker - lot of commands. But - there was no problem with it. It looks like graphical environment gives not valid response about amount of downloaded data. Because SCG is now about size 1.9 GB, it can take some time to download - may be 2 hours or more. But interface gives not correct response, that package is already downloaded. In this moment - you have to Refresh page in SCG - normal circle with arrow in left upper corner - if SCG page changes to original - then again click on Update...more times. When finally  - after refresh - is showed only option Install now, then you can click on Install. It will show info about 15-30 minutes time, but it does not include download of Suse Linux enterprise server 15SP6 - it can take  one hour more.

We had case with Dell support.  They remote in and got us updated.  Lots of docker related commands and investigation.  Its my understanding that the updater was looking for a server called dockerhost.  They put dockerhost in the /etc/hosts file on this vm with the IP address pointed to this server.  Then they were able to do the update which updates SUSE 15 SP6 as well as take this application to 5.28.00.20.

So that was my problem... host file.  The systems hard coded to look for a server called "dockerhost" at least in my case.

@DELL-Young E​ @kjstech @TiborL 

Thank you all...

We are able to reach with openssl both sites: esrs3-core and esrs3-coredr without problem and we are using Google Chrome 134.
Also, we tried to refresh de SCG page after two and more hours without success, so, we can't do the upgrade.
And finally, we reviewed the /etc/hosts file and we already have the server dockerhost.
So, we are going to ask for support. If we can resolve this, I'll be back with the procedure if it is usefull for anyone else.

@mmo_omm​ Any luck on this? If so, what was the solution?

My SCG has updated to 5.28.00.14 but the SUSE 15 update fails with the message:  'SLES Host OS 15 download failed. Retry' at the web interface.

https://www.suse.com/support/kb/doc/?id=000021117
Not sure where I'd go about implementing SUSE's solution if its applicable.

@GetItDone37​ If you run this command from the CLI, what does it say?

cat /etc/os-release

Hello, I was saying it earlier and, it is best, in this case, that the customers contact their region support.
User "kjstech" also got help that way as well "We had case with Dell support.  They remote in and got us updated."
Respectfully,