Wednesday, April 4, 2012

ShoreTel Backup/Upgrade Process from 12.1 to 12.2: Steps to Take

Backup/Upgrade from 12.1 to 12.2 on a Win2003 Server

***NOTE*** Do not do this if you do not have "customer support" (which is called Enterprise support).  "Partner support" and "Customer support" are NOT the same.  If you are the customer and you try this, and anything goes wrong, you will not get support from ShoreTel.  Most installs have Partner support. 

1.  Double-click the script that stops all ShoreTel services - D:\Program Files\Shoreline Communications\ShoreWare Server\Scripts\hq_shoretel-stop-svcs.bat
2.  Copy "shoreline data" folder to another location (I copied to a thumbdrive and a network drive - 2.5G or so)
TAC says that 1 out of 30 times that if the folder wont copy, just reboot and it should resolve the issue.
*2b.  Double-click the script that starts all ShoreTel services - D:\Program Files\Shoreline Communications\ShoreWare Server\Scripts\hq_shoretel-start-svcs.bat  (make sure ALL ShoreTel servies are running. If you dont, the upgrade will fail, as you will see below.)
3.  start the upgrade by running the setup.exe
4.  It warns you about running the disk claim utility
5.  run the disk claim utility (this did not gain me any space at all.  Shoreline folder was the same size as before.  This DB has been in place for 4 months now.)
6. server reboots on its own.
7. Run the setup.exe.
It warns you about running the disk claim utility again.  This time click 'next'.
(I went through like a new install, according to the documentation.  You do select "Complete" install, and not "Custom".  In the end of this process, it rolled back and said the wizard was interrupted.  Upgrade failed.)
8. Called TAC to troubleshoot.
He went through and started all ShoreTel servies manually.  I think they were set to "manual" from that script above that I ran (hq_shoretel-stop-svcs.bat).  He then ran through the setup.exe for the ShoreTel install.  This time the install took longer during the "validating install" process.  I also noticed that there were sections in the install process that I didnt see before.  When this failed, it took only a few minutes.  This time, it took about an hour and a half.
9.  Server reboots. 
10.  Upgrade successful to 12.2.
11.  Reboot switches.  They will upgrade their firmware.
12.  Reboot phones.  They will upgrade firmware also.
13.  Done.  This took about about a half day from the time I got onsite to the time I left.

* - I inserted this after the fact.  Just remember all ShoreTel services have to be running when you do the upgrade.