Getting Support
The information in Getting Support suggests solutions to the problem. If your Upgrade/Downgrade Product Version is not operating successfully, try using the following support to obtain assistance.
If there is Upgrade Version occur, according to conditions, please follow the steps under involve conditions below;
Condition 1
The system show “Upgrade was unsuccessful. Please try the upgrade again.” The system still remains in current version together with Audit Trail shows “Upgrade Fail”
- Click the Upgrade button again
- If the system still does not responding to upgrade, please follow the steps below :
2.1) Capture the notification screen
2.2) Click Menu Audit Trail and click Download System Log to save log file of system working
2.3) Coordinate with TechBerry representative and send screen capture and Log file of working system (You are not allowed to take any action on PMS after sending Log File to TechBerry)
Condition 2
The system show “Upgrade was unsuccessful because there was an internal process error that require the system recovery from your system snapshot.” and the header of Upgrade page show message “The system is waiting for recovery from your system snapshot” together with Audit Trail shows “Upgrade Fail”
- Restore Snapshot on VMware
- If the upgrade still does not work. Follow the steps below ;
2.1) Capture the notification screen
2.2) Click Menu Audit Trail and click Download System Log to save log file of working system
2.3) Coordinate with TechBerry representative and send screen capture and Log file of working system