Author Topic: MiVoice Business Software Installer crashes on license check  (Read 5046 times)

Offline VeeDubb65

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We've got three different 3300's all running MCD 7.2, and our vendor was kind enough (and knows I'm generally capable enough) so he gave use the MiVoice Business Software Installer 14.0.0.10 and and MiVoice Business 3300 Installation 14.0.1.29 (MCD 8.1) so that I could install them without having to hire them to come out for a simple software upgrade.

The problem is that every time I get to the part where you have to click "Retrieve Licenses" to proceed, it momentarily pops up a box that says Retrieving license information and then the whole thing closes out.

It's not leaving any meaningful error in the windows Event Viewer, 3300 Maintenance Log, or anywhere else that I can find. I'm stumped, and so is our phone vendor. Has anyone encountered anything like this before?

The only similar problems I could find online turned out to be firewall issues, but the PC firewall is completely disabled on the machine running the upgrade, and we've thoroughly tested our external firewall and filters, finding no indication that anything is blocked. Everybody involved can ping sync.mitel-amc.com, and the workstation can actually open an ssh session (although I can log in for obvious reasons).


Offline acejavelin

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Re: MiVoice Business Software Installer crashes on license check
« Reply #1 on: July 11, 2017, 10:26:48 PM »
Do you have valid software assurance?

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #2 on: July 12, 2017, 11:25:47 AM »
I do. The entire system (all three 3300's) is fully licensed and authorized, and from the PBX I can refresh license information without issue.

Offline ZuluAlpha

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Re: MiVoice Business Software Installer crashes on license check
« Reply #3 on: July 12, 2017, 01:52:17 PM »
We've got three different 3300's all running MCD 7.2, and our vendor was kind enough (and knows I'm generally capable enough) so he gave use the MiVoice Business Software Installer 14.0.0.10 and and MiVoice Business 3300 Installation 14.0.1.29 (MCD 8.1) so that I could install them without having to hire them to come out for a simple software upgrade.

The problem is that every time I get to the part where you have to click "Retrieve Licenses" to proceed, it momentarily pops up a box that says Retrieving license information and then the whole thing closes out.

It's not leaving any meaningful error in the windows Event Viewer, 3300 Maintenance Log, or anywhere else that I can find. I'm stumped, and so is our phone vendor. Has anyone encountered anything like this before?

The only similar problems I could find online turned out to be firewall issues, but the PC firewall is completely disabled on the machine running the upgrade, and we've thoroughly tested our external firewall and filters, finding no indication that anything is blocked. Everybody involved can ping sync.mitel-amc.com, and the workstation can actually open an ssh session (although I can log in for obvious reasons).

Even if it's a firewall issue I wouldn't expect it to crash. Do you have another laptop or PC you can test the installer on?

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #4 on: July 12, 2017, 03:49:14 PM »
Even if it's a firewall issue I wouldn't expect it to crash. Do you have another laptop or PC you can test the installer on?

I've actually tried it on 4 different PC's, running 4 different operating systems. XP, 7, 10, 2016. I also tried XP compatibility mode on the 7, 10, and 2016; as well as 7 compatibility mode on the 10 and 2016. I also tried most of those as a domain user with admin rights AND right-click runs as administrator.

Also tried at least a couple of those pointing to each PBX.

Same results across the board.

Offline johnp

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Re: MiVoice Business Software Installer crashes on license check
« Reply #5 on: July 12, 2017, 06:36:48 PM »
Have you tried blocking internet access to see if it brings up the offline licensing option?

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #6 on: July 12, 2017, 11:23:30 PM »
Have you tried blocking internet access to see if it brings up the offline licensing option?

I haven't, but that's a very interesting suggestion. I'll have to try it as soon as I get back to the office in the morning.

Offline acejavelin

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Re: MiVoice Business Software Installer crashes on license check
« Reply #7 on: July 13, 2017, 09:13:44 AM »
TBH, at this point I would just do a backup, maybe 2, and then do a manual software install, re-license on the controller and restore the DB.

I have had lots of issues in the past with the software installer tool, although in the last 3-4 years it is tremendously better, but I still use the manual method every once in a while, especially with AX controllers... for some reason when I do upgrades they tend to be troublesome sometimes.

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #8 on: July 13, 2017, 12:01:42 PM »
Have you tried blocking internet access to see if it brings up the offline licensing option?

I went ahead and blocked internet from the PC that was running the upgrade, and it had no effect. Then I blocked internet access from the PBX, and there was no effect on the installer, although I did get an error (as expected) when I logged into the web management page for the PBX and tried to retrieve licenses from there.



TBH, at this point I would just do a backup, maybe 2, and then do a manual software install, re-license on the controller and restore the DB.

I have had lots of issues in the past with the software installer tool, although in the last 3-4 years it is tremendously better, but I still use the manual method every once in a while, especially with AX controllers... for some reason when I do upgrades they tend to be troublesome sometimes.

I'm seriously considering it, but this is at a 24 hour a day, 365 day a year operation that has enough phones and phone traffic to run three 3300's. To create that much downtime for a non-emergency means sending out notices for a full week, and coming in at 2 or 3 in the morning for three days in a row to pull them down for the update one at a time. I'm willing to spend a pretty good chunk of time and effort to avoid that.

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #9 on: July 13, 2017, 01:31:44 PM »
I'm starting to think I'm completely crazy.

After much poking around, I discovered that you can theoretically perform an upgrade without the software installer by using the scheduled tasks, in which you can schedule events to download the software from your FTP server, install the upgrade, and then activate the upgrade.

However, when I tried to schedule the task (which I've done many times for other kinds of tasks) I found that I was unable to submit the task. The submit button is there, but just doesn't do anything.
« Last Edit: July 13, 2017, 01:45:27 PM by VeeDubb65 »

Offline VinceWhirlwind

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Re: MiVoice Business Software Installer crashes on license check
« Reply #10 on: July 13, 2017, 05:39:21 PM »
Are you getting downtime because these "three different 3300s" are on completely different networks and not clustered, ie belong to different customers or something?

Adding a second controller to a network so you have resiliency is actually very cheap: the hardware costs very little as most of the costs are in the per-user licensing, which you already have.

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #11 on: July 13, 2017, 06:10:12 PM »
Are you getting downtime because these "three different 3300s" are on completely different networks and not clustered, ie belong to different customers or something?

Adding a second controller to a network so you have resiliency is actually very cheap: the hardware costs very little as most of the costs are in the per-user licensing, which you already have.

It's a casino/hotel. We have two 3300's that are clustered to support everything but the hotel. Until recently we were using resiliency at all, mostly because my predecessor didn't care much about his job. We now have MANY extensions that haven't been configured with a secondary element yet, purely because of the man-hours involved. 

The third 3300 is for the Hotel, and is not part of the cluster because our telecom vendor advised that this was the best way to keep the various hospitality settings from messing things up on the casino side.

So, it means knocking the entire hotel down for however long it would take to install and restore, and I would assume the multiple reboots on the clustered controllers would result in multiple fail-overs for sets, which still require 2+ minutes of downtime on every failover. Additionally, we have something like 9 analog service units, and all of those analog lines would be down for the duration.

Compared to a single reboot, it's a whole lot of downtime.

If I can't find any solution that allows me to upgrade, then I'll wait until I've had time to configure resilience for everything, but that's still a very long way from 'plan-A.'



On a totally separate but related note, this is supposed to work. If it's not working, I'm either doing something wrong, or have something configured wrong on the system I manage.

Either way, I want to fix the real problem rather than just work around it.
« Last Edit: July 13, 2017, 06:13:30 PM by VeeDubb65 »

Offline VeeDubb65

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Re: MiVoice Business Software Installer crashes on license check
« Reply #12 on: July 13, 2017, 07:28:11 PM »
Well, after 4 days of banging my head against the wall, I found the solution.

The installer is written in Java (horrifying) and instead of using the updated/proper/secure java that is installed on your system, it uses it's own outdated java (also horrifying).

I got it to run by going into the install directory from the command line and executing the same commands as the program shortcut, but using my properly installed java instead of theirs. Seems to work like a charm, and all 3 pbx's are doing an online upgrade as I type this.

Offline VinceWhirlwind

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Re: MiVoice Business Software Installer crashes on license check
« Reply #13 on: July 13, 2017, 08:00:52 PM »
That's good to hear.
I have an old banger laptop that I only use for Mitel. It only has on it whatever the various Mitel software asks for. I've found it's a good way to avoid the situation you were in. I don't connect it to anything else because it's horrifying.

Offline Martin

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Re: MiVoice Business Software Installer crashes on license check
« Reply #14 on: August 29, 2017, 08:48:31 AM »
VeeDubb65 you've just saved my day. EXACT same issue I was experiencing. No idea why Mitel havent updated the version of Java they include with the MiVoice Business Software Installer.

Changing the javaw.exe path from their folder to the up to date javaw.exe file in C:\ProgramFiles\

Worked a treat, thanks!



Thought I would include a bit more info from my post above on how to fix this, following VeeDubb65's advice

Open the properties of the MiVoice Business Software Installer and look at the target, it should be something similar to:

"C:\Program Files (x86)\Mitel\MiVoice Business Software Installer\jre\bin\javaw.exe" -classpath "..\lib;..\..\lib\SoftwareInstaller.jar" -DSI_HOME="%SI_HOME%" autoinstaller.AI_Main_Controller

I have placed the text in bold that needs to be replaced. Make sure you have an up to date version of Java installed on your machine, go to the folder in the Java installation which contains the "javaw.exe" file. Copy this path (it should be similar to the following: C:\Program Files\Java\jre1.8.0_144\bin) and replace this in the target.

The new target should now be:

"C:\Program Files\Java\jre1.8.0_144\bin\javaw.exe" -classpath "..\lib;..\..\lib\SoftwareInstaller.jar" -DSI_HOME="%SI_HOME%" autoinstaller.AI_Main_Controller

(note the bold bit will differ depending on java version you have installed)

Start the program up and it should no longer crash on the retrieve license section :)

« Last Edit: August 29, 2017, 09:15:28 AM by Martin »


 

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