Policy Server failing to start post upgrade from 12.52 to 12.7

Document ID : KB000104425
Last Modified Date : 05/07/2018
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Question:
We have upgraded Policy Server from R12.52 SP1 CR02 to R12.7 on RHEL6 following the documentation (https://docops.ca.com/ca-single-sign-on/12-7/en/upgrading/in-place-upgrade/upgrade-policy-server). The upgrade was successful but when trying to start the Policy Server, it is not able to start and we get the following error:
$ ./start-all /opt/CA/siteminder/bin/smexec: error while loading shared libraries: libsmartheap_smp.so: cannot open shared object file: No such file or directory

We have sourced the ca_ps_env.sh file and loaded the environment variables but we still see the same issue. We are getting the same error while trying to execute smpolicysrv, smexec, etc.

In the installation logs we found the following Non-Fatal-Error messages:
Install File:             /opt/CA/siteminder/bin/smexec
                          Status: ERROR
                          Additional Notes: ERROR - Flexeraal4: /opt/CA/siteminder/bin/smexec (Text file busy)

Install File:             /opt/CA/siteminder/bin/smpolicysrv
                          Status: ERROR
                          Additional Notes: ERROR - Flexeraal4: /opt/CA/siteminder/bin/smpolicysrv (Text file busy)


We understand this is expected to appear as we had our Policy Server running as per the documentation.

How can we solve this issue?
Environment:
Policy Server R12.7 on RHEL6
Answer:
Actually these errors need to be addressed when shown even if they are marked as nonfatal. The qualification of these errors depend on the installer itself and not the product being installed, and then a FATAL error means that the operation harmed the functionality of the installation process, while an ERROR means that the problem encountered did not block the installer and then, the installation process can continue as the installer code has been fully executed.

Then, the problem is caused as the Policy Server was still running at that point, as the upgrade process should stop the Policy Server during the upgrade, so something may have prevented the Policy Server to stop properly or timely, which caused both files to be in use, and then not being updated.

To solve this, you can copy both files from a working R12.7 Policy Server from this or a lower environment (or install one if you do not have any).
Additional Information:
http://helpnet.flexerasoftware.com/installanywhere2011/Content/helplibrary/ia_ts_exit_codes_install.htm