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  1. #1
    Untangler
    Join Date
    Aug 2016
    Posts
    30

    Default 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

  2. #2
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,689

    Default

    Open a support ticket. It's an upgrade issue so support will help. One question, was IPS not installed?
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  3. #3
    Untangler
    Join Date
    Aug 2016
    Posts
    30

    Default

    I don’t have IPS installed.

    What is the process to engage with support?

    Thank you!

    -MW

  4. #4
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,689
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  5. #5
    Untangler
    Join Date
    Aug 2016
    Posts
    30

    Default

    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

  6. #6
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,689

    Default

    Yeah, without remote support enabled, it is nearly impossible to fix the issue.
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  7. #7
    Untangler
    Join Date
    Aug 2016
    Posts
    30

    Default

    Quote Originally Posted by jcoffin View Post
    Yeah, without remote support enabled, it is nearly impossible to fix the issue.
    I was willing to provide a WebEx and SSH / Console access (both of which work and I can login to the appliance)... Sigh.

    -MW

  8. #8
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,689

    Default

    I just direct message you.
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  9. #9
    Master Untangler
    Join Date
    Aug 2016
    Posts
    239

    Default

    Ugh ... add me to this list. I am pretty sure I had remote access enabled though.
    Untangle 16.3.0 (Build: 16.3.0.20210507) (Kernel: 4.19.0-11-untangle-amd64)
    QOTOM-Q355G4
    1.6-2.7 GHz Intel I5 5250U, 128GB SSD mSATA, 8GB RAM DDR3L, 4xRJ-45 Intel I211AT 10/100/1000 Controller

  10. #10
    Untangler
    Join Date
    May 2008
    Posts
    394

    Default

    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.

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