Unable to upgrade OpenManage Enterprise 4.0.0 to 4.1.0

Hello,
We had customers updating 4.0 to 4.1. and our team has done it in the lab.
I can advise that you back up OME 4.0 and deploy a new OME 4.0 and see if restore backup works first, then use a new appliance to migrate to 4.1
if that does not work, the best option is to open the case like you did in May and work with support and provide logs for review. They may need to remote session with you and online forum may not be the best form of assist for this case.
Respectfully,
 

I no longer have the files used to install 4.0.0, and https://www.dell.com/support/kbdoc/en-us/000175879/support-for-openmanage-enterprise mentions that all downloads for 4.0.0 and 4.0.1 have been removed. Should I be restoring the backup directly on 4.1.0?

Hello, we tested it internally to see if 4.0 backup can be restored to 4.1. The answer is a no I'm afraid. I think you should have old OVF file for 4.0 since it was removed.

also tested, it simply does not show the file for restore with older version.

so at this point, I recommend if you want to troubleshoot further, you need to open an official case and work with local tech support to analyse the logs. https://dell.to/46OS3ot
Respectfully,

What is the proper way to open a case for this? When I last tried in May as you mentioned, I was required to enter a service tag, however the appliance obviously does not have one. I entered the service tag of one of the servers I am managing with the appliance, however that just confused support and led them to believe I was referring to another case.

FWIW, I realized in the process of taking a backup as mentioned that I had only ever tried running the upgrade as a directory user, and not the local admin account. I restored from snapshot and tried again with the local admin account, and when I left for the weekend, the upgrade appeared to have proceeded further than previously. The web UI had been displaying "Installing the packages..." for an hour or so when I left. This morning, I found the web UI displaying "Loading... Services are starting up" and the console displaying "[ERROR] Failed to start Rotate log files" with a blinking cursor below it.

I tried shutting down the appliance and turning it back on, but it's now seemingly stuck with a blinking cursor again, longer than ordinary boots take.

Hello,

Please try again with contacting support directly.

You did it the correct way.

Call in on a service tag that still has a warranty and may be managed by OME.

When you get the technician let them know you have a Systems Management issue on OpenManage Enterprise and need the Systems Management team engagement.