Bug ID 991357: Upgrades to BIG-IQ version 8.0.0 can sometimes fail and display: 500 INTERNAL SERVER ERROR

Last Modified: Nov 07, 2022

Bug Tracker

Affected Product:  See more info
BIG-IQ Platform(all modules)

Known Affected Versions:
8.0.0, 8.0.0.1

Opened: Feb 08, 2021
Severity: 3-Major

Symptoms

On rare occasions, during an upgrade, after the device (BIG-IQ console or DCD) is rebooted, when the user logs in to the device, the UI shows the error message "The system returned an unexpected error (500 INTERNAL SERVER ERROR)". To further diagnose this problem, run: tmsh list sys global-settings The command will most likely return the error message: "Unexpected Error: ltcfg error, can't load class, class:"system" error: can't load class definition from mcpd. This is most likely the result of a failure to load the base system configuration. To determine the root cause enter "tmsh load sys config" and include the output when the issue is reported." If the 'ltcfg error' message displays, then this error most likely results from a failure to load the base system configuration.

Impact

The device/cluster upgrade can occasionally fail, which necessitates a workaround.

Conditions

Upgrade from to 8.0.0 leads to 500 INTERNAL SERVER ERROR

Workaround

1. Log out of the BIG-IQ that you were using to perform the upgrade. 2. Use SSH to log in (as root) to the device that failed to upgrade (either CM or DCD). 2. Type "tmsh load sys config". 3. Type "bigstart restart setupd". 4. Log back into the device that failed and complete the upgrade. 5. If the upgrade failure happened during a DCD cluster upgrade, then after the failed device upgrades successfully, manually upgrade any DCDs in the cluster that have not been upgraded yet.

Fix Information

None

Behavior Change