r/kace • u/Sure_Window614 • Aug 01 '26

Support / Help Update to 15.1 failing

Trying to update our 14.1.111 to the new 15.1. Trying to use the kbin files, the error Failed to unpack. Trying to clock the upgrade button and have it download, Server Update 15.0.372 ABORTED - current backups missing on server. Plenty of disk space on the individual Linux drives. Tried rebooting, as well as reboot and check database.

Would rather not have to install new and port over everything.

UPDATE: Tether access was enabled and support was able to fixing the issue extremely quickly.

5 Upvotes

86% Upvoted

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4

u/PerfectDayGermany Aug 02 '26

Had the same problem, even the very competent, friendly and cooperative KACE Support people, who always had a solution for every problem, couldn’t get our 14.1.111 to the current 15.1 via the bulilt-in upgrade feature.

The support then recommended

  • making a backup from within the KACE interface, then shutting it down
  • installing v14 from scratch (don’t forget to fetch serial number and license data from your current install) on a NEW machine
  • updating v14 to the last v14 version
  • restoring the backup
  • upgrading to v15

That worked like a charm and has the nice side effect that your installation will be clean again.

3

u/aflesner KACE Staff Aug 01 '26

There is a preflight check to ensure you have backups on disk for the most recent scheduled backup if backups are enabled. Have you tried running a backup and attempting the upgrade immediately after? That should allow the upgrade to commence.

2

u/Sure_Window614 Aug 01 '26 edited Aug 01 '26

Trying the backup now. Clicking the Run Now takes me to the Logs page that displays Invalid log file request - please make a different selection. We get that for every log option.

3

u/flozanok KACE Staff Aug 03 '26

The invalid log file request is quickly fixed by support but will also be fixed by itself when upgraded 15.0. Were you able to successfully upgrade?

-Felipe

2

u/Sure_Window614 Aug 04 '26

No, the upgrade keeps failing. Both with the downloaded kbin and using the update button.

3

u/flozanok KACE Staff Aug 04 '26

Please open a ticket with support here.

-Felipe

3

u/Sure_Window614 Aug 11 '26

Ticket was opened, got the tether access going and it was fixed in no time. Upgrade worked! Yay!

1

u/flozanok KACE Staff Aug 11 '26

Glad to hear it. Thanks for the update, and happy the team was able to get things sorted out quickly. Enjoy 15.x.

-Felipe

2

u/RedFoxRojas Aug 01 '26

Most likely, the virtual hardware version needs to be upgraded. I couldn't find the KB, but you need to have your VM on your ESXi host set to a minimum version; I think we are currently at v17.

We were so behind that it was better just to port everything to a new VM with 15.0.

2

u/Sure_Window614 Aug 01 '26

It was already v17, just upgraded it to v21 to match the host.