Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Deep Discovery Email Inspector (DDEI) upgrade fails due to "Config file merge fail"

    • Updated:
    • 17 Sep 2019
    • Product/Version:
    • Deep Discovery Email Inspector 2.5
    • Deep Discovery Email Inspector 2.6
    • Platform:
    • Linux All
Summary

Some users may encounter errors when they upgrade their DDEI. 

After executing the upgrade program on the web console, the browser does not display the upgrade complete screen. The upgrade process could not finish even after a few hours.

Details
Public

First, the user who encountered the issue have to generate the CDT for diagnosis.

If you check the file "log.upgrade.yyyymmdd" in "Event3" folder, the following error logs can be found:

================  Merge imss.ini failed.  [2019-08-19 10:14:17][55554] Config file merge fail.  [2019-08-19 10:14:17][20950] product_pre_apply failed.  [2019-08-19 10:14:17][20950] Error@F_post_upgrade(748) - Post-Upgrade of product failed.  [2019-08-19 10:14:17][20950] Product defined post-apply function "F_product_post_apply" execute failed. Check the log files for detailed information. If you are unable to resolve this issue after checking the logs, copy the log files and send them to your support representative.  [2019-08-19 10:14:17][20950] Error@F_main(1039) - Post-upgrade step failed.  [2019-08-19 10:14:17][20950] Action fail. Start recovery...  ================  

This means there are duplicate contents in imss.ini file, for example:

===================  #13.17  ubr_wisfqdn=ddei21-jp-wis.trendmicro.com  ubr_wisfqdn = ddei21-jp-wis.trendmicro.com  ===================  

Above are duplicate contents in imss.ini.

To resolve the issue, you have to manually delete the duplicate contents and upgrade again.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1123743
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.