Latest upgrade and "Internal Server Error"

Good Afternoon,

In poking round my Untangle FW today, I went to see if there was an upgrade (I have it set to manual). I clicked check for upgrade and it came back with the 'Upgrade' button. No explanation of what was available, just a button. So I did what any experienced IT professional would do and clicked it... :)

Its been almost an hour and all I see when attempting to log back in is the web page with "Internal Server Error" in bold red. The FW is passing traffic so not really concerned just yet.

In others experience, how long does an upgrade take?

Additionally, the lack of feedback on the upgrade is concerning. All joking aside, there was no text reflecting what versions, change, etc. just the button. Is this normal? At least on other platforms (pfsense, ipfire, PaloAlto, and Fortinet) it tells you there are available updates and the version numbers.

Here is my current (pre-upgrade) version:

Server: Checkpoint T-120
CPU Count: 2
CPU Type: Intel(R) Atom(TM) CPU D525 @ 1.80GHz
Architecture: amd64
Memory: 4.13 GB
Disk: 233.39 GB

Build: 15.1.0.20200615T124608.a9d75cc95d-1buster
Kernel: 4.19.0-8-untangle-amd64


Thanks again for these forums.

-MW

Open a support ticket. It's an upgrade issue so support will help. One question, was IPS not installed?

I don’t have IPS installed.

What is the process to engage with support?

Thank you!

-MW

https://support.untangle.com/hc/en-us/requests/new

jcoffin,

Thank you for the support link. I received that a bit to late and was on the phone with a nice support technician who informed me that she was unable to assist due to the following:

-My device is headless therefore I am unable to attach a keyboard, mouse, and monitor
-I don't have remote support enabled
-Support is not permitted to provide the commands to remediate. (makes no sense to me - I work in closed shops with only a phone and can work through issues like these without any encumbrance)

So my options are limited. I can reload and restore from a backup or I can move on the another platform. I am really disappointed in the response (not the individual, she was extremely nice!) and am inclined to move away from Untangle and go back to one of the other proven platforms that aren't as closed with support.

So I guess the box sits the way it is until the weekend when I have time to redo it...

Thanks,

-MW

Yeah, without remote support enabled, it is nearly impossible to fix the issue.

Quote:

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Originally Posted by jcoffin

Yeah, without remote support enabled, it is nearly impossible to fix the issue.

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I was willing to provide a WebEx and SSH / Console access (both of which work and I can login to the appliance)... Sigh.

-MW

I just direct message you.

Ugh ... add me to this list. I am pretty sure I had remote access enabled though.

Installed earlier and didn't try the web page. Now that I looked at it I have the same problem. Did a snapshot roll back and tried again. Now upgrade download fails. Did you pull it?

Other than web interface it seemed fine.