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Application Unresponsive After Failed Upgrade

Troubleshooting

Problem

The application becomes broken or unresponsive after an upgrade fails and rolls back.

Cause

If an error occurs during an upgrade, the installer rolls back and reinstalls the previous version of the application. For security reasons, the installer does not store passwords for any previously configured custom accounts, so it cannot automatically restore permissions during rollback.

If custom accounts were used for the Web Server or Scheduler API, they must be reconfigured manually.

Solution

Reconfigure the custom accounts for both the Web Server and the Scheduler API:
  1. Open IIS.
  2. Select Application Pools.
  3. Right‑click WebServer.SEI and choose Advanced Settings.
  4. Scroll to the Identity section.
  5. Click the ellipsis button on the right.
  6. Select Custom Account.
  7. Click Set and enter the custom account’s username and password.
  8. Confirm by clicking Ok on each window.
  9. Repeat the same steps for Scheduler.SEI.
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