TDM Web Portal: 3.8 to 4.0 upgrade fails with a script execution error

Document ID : KB000004893
Last Modified Date : 14/02/2018
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Issue:

This article explains in detail about the error message displayed by the installer during the upgrade of TDM web portal from 3.8 to 4.0.

"There is a problem with the Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor."

Environment:
CA TDM Web Portal version 4.0
Cause:

The upgrade script tries to delete a folder within the "CA TDM Web Portal" installation folder that is at present locked. Since the upgrade script does not currently have exception handling for this scenario, the complete installer fails with following error message.

TDM_Portal_Upgrade_3.8_to_4.0_SQLServer2012Rep (1).png

Resolution:

Re-start the TDM Web Portal service and re-try upgrading after 20 minutes. This will ensure the lock on the folder is released by then.

The next GA release will have exception handling code for this scenario.

Additional Information:

If you face any issues or have any questions about the steps, please open a support case by going to https://support.ca.com/irj/portal/anonymous/newhome or by calling customer care at http://www3.ca.com/us/support/customer-assistance.aspx.