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Whitepaper Installation & Upgrade Guide SDL Campaign Manager 2.9.0

Installation and Upgrade Guide ii © SDL 2013

Version Management

Version history

Version Date Author Distribution

1.0 23 April 2013 Lisa Watts Release

Related Documents

Name Location

SDL Campaign Manager 2.9.0 Release Notes.pdf Supportal

SDL Campaign Manager 2.9.0 Administration Guide.pdf Supportal

SDL Campaign Manager 2.9.0 Supported Architectures.pdf Supportal

Campaign Manager Load Strategy Best Practice Guide.pdf Supportal

Installation and Upgrade Guide iii © SDL 2013

Table of Contents

1 Introduction ............................................................................................................................ 1

1.1 Supported Engine Version ...................................................................................................... 1

2 Pre Install Checklist ................................................................................................................ 2

3 Installation Pre-requisites ....................................................................................................... 2

3.1 Create a Common Domain User Account ............................................................................... 2

3.2 Non Server Specific Prerequisites ........................................................................................... 2

3.3 Machine Specific Prerequisites ............................................................................................... 3

3.3.1 App Server Prerequisites ................................................................................................. 3

3.3.2 Engine Server Prerequisites ............................................................................................ 4

3.3.3 SQL Server Prerequisites ................................................................................................ 5

3.3.4 Email Manager Prerequisites ........................................................................................... 6

4 SDL Campaign Manager Platform Installer ............................................................................. 7

5 Post Installation Configuration ...............................................................................................21

5.1 App Server ............................................................................................................................ 21

5.2 Engine Server ....................................................................................................................... 21

5.3 SQL Server ........................................................................................................................... 21

5.4 Client Monitors ...................................................................................................................... 22

6 Upgrades ...............................................................................................................................23

6.1 Pausing Campaign Activity ................................................................................................... 23

6.2 Backup.................................................................................................................................. 23

6.3 Pre Upgrade Configuration ................................................................................................... 23

6.4 Post Upgrade Configuration .................................................................................................. 33

6.5 Upgrade Specific Configuration ............................................................................................ 33

7 Uninstall ................................................................................................................................34

8 Trouble Shooting ...................................................................................................................35

8.1.1 Fail: OS is Invalid........................................................................................................... 35

8.1.2 Fail: Server is not accessible ......................................................................................... 35

8.1.3 Fail: User Credentials are invalid ................................................................................... 35

Installation and Upgrade Guide iv © SDL 2013

8.1.4 Fail: Framework version is invalid .................................................................................. 35

8.1.5 Fail: SQL is not valid ...................................................................................................... 35

8.1.6 Fail: IIS is invalid ........................................................................................................... 35

8.1.7 Fail: Registry is not write accessible .............................................................................. 36

8.1.8 Fail: Engine 5.2. or later must be installed ..................................................................... 36

8.1.9 Fail: Email Manager Account Link Name must be specified ........................................... 36

8.1.10 Fail: Email Manager unable to validate URL .............................................................. 36

8.1.11 Fail: Alchemy Service Credentials are invalid (or) Fail: Service Credentials failed DB Connection ............................................................................................................................... 36

8.1.12 Fail: AltEngineCampaign.DLL locked; Fail: EMTools.DLL locked; Fail: APIClientDLL locked; Fail: EngineMutex.DLL locked ...................................................................................... 37

8.1.13 Fail: Upgrade from CM vX to vY is not valid ............................................................... 37

8.1.14 Fail: Inaccessible xxxx Component (ID n) .................................................................. 37

8.1.15 Fail: Java not installed ................................................................................................ 37

8.1.16 Fail: Kettle not installed .............................................................................................. 38

8.1.17 Fail: CreateNewClient.sql is not installed ................................................................... 39

Installation and Upgrade Guide 1 © SDL 2013

1 Introduction This document provides step-by-step guidance for the installation or upgrade to Campaign Manager 2.9.0.

For an overview of common Campaign Manager architecture configurations and guidelines for planning a system, please refer to the document Campaign Manager 2.9.0 Architecture Guide.pdf.

If you require further assistance, please contact your SDL account representative.

The following sections are included in this document:

• Installation Pre-requisites on a server by server basis

• Step by step instructions on running the installer wizard

• Post Installation Configuration

• Upgrades

• Uninstalls

1.1 Supported Engine Version SDL Campaign Manager 2.9.0 is supported for use with Engine Suite 5.2.0 or later. The latest available hotfixes should always be installed.


2 Pre Install Checklist Condition: Checked Notes

Has the Domain Services Account been created? ☐

Confirm Ping access between machines ☐

Does ICMP allow access to all machines through firewall? ☐

Are all servers running Windows Server 2008 R2 64 bit latest Service Pack?

☐

Has the Domain Account been added to each Servers Local Admin Group?

☐

3 Installation Pre-requisites 3.1 Create a Common Domain User Account

Regardless of the installation approach, on a single machine, or spread across multiple machines, a common user account must be created. We strongly recommend a domain service account that is accessible from each of the server roles. This account is established as the owner for all related Windows services, the IIS app pool, and SQL Server database connections. This account must be a local admin for each box that SDL Campaign Manager is used on. It is NOT necessary for it to be a domain admin. Grant this account the “Log on as a service” right on each machine.

The actual account can have any name, but is referred to as the Common Domain User Account in this document.

3.2 Non Server Specific Prerequisites

NOTE The following prerequisites apply to all servers.

1. All servers must be running English-language versions of Windows Server 2008 R2 64 bit OS.


2. Disable Windows firewall service

Note on a single box install you can leave the windows firewall on, however you must allow http(s) traffic through.

3. Change User Access Control (UAC) settings to ‘Never Notify’. (Server restart is usually required.)

4. Ensure Data Execution Prevention (DEP) is turned on for essential Windows programs and services only. (Sever restart is usually required). This can be done as follows:

• Right click on Computer > Properties > Advanced System Settings > Advanced tab > Performance > Settings > Data Execution Prevention tab

5. The Deployer makes extensive use of Windows Management Instrumentation (WMI) to communicate between servers during the installation. Where there are firewalls between servers, this may interfere with communication. You will need to ensure that the server running the Deployer can access the other servers via WMI. This step is not required if there are no firewalls between servers.

6. All machines must be able to ping each other. ICMP needs to be allowed access to all the machines through any firewall.

3.3 Machine Specific Prerequisites Before running the Campaign Manager Installer, be sure that for each of the following machine roles, you have met the following list of prerequisites.

3.3.1 App Server Prerequisites

1. Open Server Manager (Start > Administrative Tools > Server Manager) Right click on Roles and select ‘Add Roles’. This opens a wizard. Select ’Web Server (IIS)’ and make the following selections under each heading:

• Common HTTP Features – select Static Content, Default Document, Directory Browsing, and HTTP Errors.

• Application Development - select all options.

• Health and Diagnostics - select HTTP Logging and Request Monitor.

• Security – select ‘Basic’, ‘Windows Authentication’ and leave ‘ Request Filtering’ checked.

• Performance - select all options.


• Management – select ‘IIS Management Console’ and ‘IIS 6 Management Compatibility’, and all child settings. (IIS-6 is necessary for the Deployer tool)

Complete wizard and select [Install]. Wait for installation to complete. Select [Close].

2. Open Server Manager (Start > Administrative Tools > Server Manager) right click on Features and select ‘Add Features’. This will launch a wizard. Select ‘.Net framework 3.5.1 features’, select all options. When prompted click [Add Required Features].

3. If not already present, download and install .Net Framework 4.0.

4. Ensure that the system is up-to-date by performing a Windows update.

5. Configure DCOM as follows. Select Start > Administrative Tools > Component Services – expand the Component Services node > expand the Computers node > right click on My Computer and select Properties.

6. On the COM Security tab, verify that the following accounts: INTERACTIVE, NETWORK, SYSTEM, and the Common Domain User Account. have all options allowed for Access: Permissions and Launch and Activation Permissions

7. Install Engine Suite 5.2.0 Refer to the Engine Installation and Configuration Guide for further detail. (Note that this installation of Engine does not require a license.)

8. Apply the latest Engine Suite hotfixes (if any)

9. Disable the Connection Broker service.

10. Run:

• C:\windows\microsoft.net\framework64\v4.0.30319\aspnet_regiis.exe /u

• C:\windows\microsoft.net\framework64\v4.0.30319\aspnet_regiis.exe /r

11. Recheck for updates

12. If you would like to test out the install after running the Deployer, you must also install Silverlight 5 on the IIS machine (Silverlight 4 not supported).

3.3.2 Engine Server Prerequisites

1. Open Server Manager (Start > Admin Tools > Server Manager) right click on Features and select ‘Add Features’. This will launch a wizard. Select ‘.Net framework 3.5.1 features’. When prompted, click [Add Required Role Services]. Continue through the wizard selecting the defaults and select Install on the final step.

2. Run Windows update and get all updates, including .Net framework 4.0


3. Configure DCOM as follows. Select Start > Administrative Tools > Component Services – expand the Component Services node > expand the Computers node > right click on My Computer and select Properties.

4. On the COM Security tab, verify that the following accounts have all options allowed for Access Permissions and Launch and Activation Permissions for both Limits and Default: INTERACTIVE, NETWORK, SYSTEM, and the Common Domain User Account.

5. Install the Engine Suite (refer to the Engine Installation and Configuration Guide for further detail.)

6. Ensure that Engine has a valid license. Contact Support for further detail.

7. Apply the latest Engine Suite Hot Fixes (if any)

8. Modify the Properties of the Connection Broker Service and set it to Log on using the Domain Service Account. (Optional) Install AMS – If using AMS as well as SDL Campaign Manager against the same Engine server then AMS will need to be installed on the Engine server before any new additional Engine projects are created.

3.3.3 SQL Server Prerequisites

1. Open Server Manager (Start > Admin Tools > Server Manager) right click on Features and select ‘Add Features’. This will launch a wizard. Select ‘.Net framework 3.5.1 features’. When prompted, click [Add Required Role Services]. Continue through the wizard selecting the defaults and select Install on the final step.

2. Run windows update and get all updates, including .Net framework 4.0

3. Install SQL Server 2008 R2 or 2012 Enterprise or Standard Edition.

4. On the Feature Selection screen select:

• Database Engine Services

• Management Tools (Basic and Complete)

5. On the Instance Configuration screen, leave the instance name as “Default Instance”

6. On the Server Configuration screen on the Service Accounts tab enter the Domain Service Account’s credentials.

7. On the Database Engine Configuration screen on the Account Provisioning tab, under Authentication Mode, select Windows Authentication.

8. On the FILESTREAM tab - select ‘Enable FILESTREAM for Transact-SQL access’ and check all child options.


9. Finish the install.

10. Run updates and apply latest SQL Service Pack

11. Open SQL Server Configuration Manager. Expand the SQL Server Network Configuration node. Click on Protocols and ‘Enable’ Named Pipes and TCP/IP.

12. Under SQL Server Services ensure the SQL Server Agent is started and set to ‘Automatic Start’ mode.

13. Restart the SQL Server Service.

14. Connect to SQL via SQL Server Management Studio (SSMS) and verify you can connect.

15. In SQL Management Studio connect to the Server and expand Security->Logins. Ensure the Alchemy Domain Service Account has a valid SQL Login with Default Language=English and Server Roles=public, sysadmin

16. The Windows account for the user running the deployer should have an SQL Login with Server Roles=public,sysadmin. The deployer required this access to create databases on new install, and also to create and remove MSDB jobs on upgrade and uninstall.

3.3.4 Email Manager Prerequisites

If it is used, the Email Manager environment must be running version 5.5 SR2 or later for compatibility purposes.


4 SDL Campaign Manager Platform Installer These instructions relate to a new, clean installation of SDL Campaign Manager. For upgrade instructions, please refer to section 6.

Save the Deployer package to the App Server. Run the CM.Deployer.exe file.

This will launch the Deployer wizard, which contains approximately 24 steps, depending on the configuration options that you select.

Step 1 – Welcome Screen


Step 2 – Select Installation Type

This section relates to a New Environment. See section 5 for upgrades.

Step 3 – Add Machine

The number of machines added will depend on your planned architecture. For each machine added, there are a number of standard steps that are required. The following example details a three-box architecture, so machine configuration steps are repeated for the SQL, App and Engine machines.

Click [Add Machine] to configure the first machine.


Step 4 – Specify SQL Server Name

Enter the SQL Server name that will host the databases.

Step 5 – Assign Roles to SQL Host

This server by default will be the SQL Server host. You can assign additional roles to this machine here or, as in this example, they can be assigned to different machines later in the process.


Step 6 – Identify SQL Instance

This screen is used to assign the SQL Server instance where it is not the Default.

It is recommended that you use the [Test Connection] button to confirm that you are able to connect to the configured SQL Server Instance.

The ‘CM History Export Destination Folder’ is where iLoader will retrieve history files for import into Engine. The ‘Staging Folder’ is where CM tactic output files will be stored prior to FTP.


Step 7 – Specify Install Folder (SQL)

This screen applies to the SQL Server machine only and is used to specify where the installation files should be placed. If there is any other SDL/ Alterian software installed on the machine, ensure that the selected folder does not conflict with an existing ‘Alterian’ folder.

Step 8 – Add Additional Machines

You would have now added the SQL Host Server and have looped back to the Add Machine step. We can now add additional machines for App Server and Engine.


Step 9 - Add Server Details (App)

Step 10 – Specify Server Role (App)


Step 11 – Specify Install Folder (App)

If enabling external agents, the Kettle install location (containing kitchen.bat and pan.bat) should be specified. The deployer validation will check the App server contains Java Runtime and Kettle files so they must be installed prior to Validation (step 21).

Step 12 – Add Machine (Engine)


Step 13 – Enter Server Details (Engine)

Step 14 – Specify Server Role (Engine)


Step 15 – Specify Install Folder (Engine)

Step 16 – Check Machines

Check that all required machines have been set up. For a three-server architecture, the screen will appear as above.


Step 17 – Configure Email Manager Link

Where you will be using the Email Manager application to deliver email messages in Campaigns, populate the following screen with applicable EM account details.

Click [Test Connection] to test the connection.

Note: The Account details shown above are for example purposes only. Additionally, you must use a regular login and password in the EM Login\Password above. You may NOT use an SA account. The account you use will associate the install with the EM client associated with the login\password provided.


Step 18 – Configure Notifications

Step 19 – Enter Domain Service Account Details

Checking the ‘Campaign Manager Services should use Integrated Security when connecting to the database’ checkbox is recommended.


Step 20 – Assign URLs

If you select SSL then this has to be the same for both SDL Campaign Manager and Email Manager. The integration will not work if they do not share a protocol.

Note that the CM Deployer will configure SSL settings in the website web.config files, as well as in the database. However, you will need to install the SSL certificate in IIS, as well as add the necessary bindings to the hosting site.

Note that the above URLs are for example purposes only.

Step 21 – Validate Installation


Click the [Validate Installation Plan] button to perform final validation of the configured parameters. If successful, a ‘Validation Succeeded’ message will be displayed.

Step 22 – Save Set Up

Click the [Save This Setup] button to save the setup.

Step 23 – Terms and Conditions

Click [Next] to agree to the Terms and Conditions


Step 24 – Perform Installation

Once the install is validated, click [Install] to start the process using the parameters entered in previous steps.

A confirmation message will be displayed once the installation is complete.

Launching the Installation

To launch the installation:

1. Select the URL configured in step 20

2. The User Name is SYSTEM

3. The Password is password


5 Post Installation Configuration This section details the extra configuration steps that must be taken, on a server by server basis, once the installer wizard has completed successfully.

5.1 App Server Assuming that the Deployer has set the IIS sites and App pool, and that all required certificates and services are installed, you will need to configure external DNS to point to external IP for the FQDN of host headers.

5.2 Engine Server The following Engine configuration changes should be made:

1. We recommend you configure Engine to use external surrogates when used with Campaign Manager to increase resilience. To do this:

• Use AMC -> Engine and Server Configuration -> Process Configuration. Then in ‘machine settings’ change the machine name from 0.0.0.0 to 127.0.0.1 Click [Update Machine] then [Save].

2. Use AMC to set the following configuration option using the Engine Configuration Applet:

• AllowDuplicateColumnsInTemplate=TRUE

3. To be able to use the pause/resume and attribution features the Application server must be accessible via hhtp:// or https:// (step 20) from the Engine server. If it is not accessible you can either:

• Adjust DNS to properly resolve the FQDN of the application server

Or:

• Add a host entry to the Engine server

5.3 SQL Server To lockdown SQL permissions: for the SQL login used for the AlchemyDSA

• On Server Roles tab

o The ‘bulkadmin’ and ‘public’ roles should be checked.


o The ‘dbcreator’ role should be checked if planning to create additional client databases.

o The ‘sysadmin’ server role can be cleared.

• On User Mapping tab:

o Check the “public” and “db_owner” roles checked for Alchemy, AlchemyStore, almain, AlterianAuth, and any additional client databases

You must provide access to the alchemy domain service account to xp_cmdshell. In SQL Management Studio, click the master database and [new query] and enter:

EXEC sp_xp_cmdshell_proxy_account 'DOMAIN\user','password'

GRANT exec ON xp_cmdshell TO [DOMAIN\user]

Change ‘DOMAIN\user’ and ‘password’ to the username and password for the alchemy domain service account.

5.4 Client Monitors The optimum screen resolution for accessing the Campaign Manger client is 1440 x 900. The application can still be used at lower resolutions, but note that usability issues may be experienced, for example scroll bars not displaying correctly.


6 Upgrades The SDL Campaign Manager Installer can be used to upgrade existing systems, provided those systems were originally installed using the Installer.

6.1 Pausing Campaign Activity It is considered best practice to pause campaign activity prior to carrying out any software upgrade. Please see the Campaign Manager Load Strategy Best Practice Guide for information on how to do this.

6.2 Backup SDL recommends that that the following are backed up prior to beginning the upgrade.

• Campaign Manager websites

• SQL Server databases:

o All client databases

o AlchemyStore

o AlMain

o AlterianAuth

6.3 Pre Upgrade Configuration When upgrading to CM 2.9.0 we recommend that you convert to a single site configuration in IIS. Please note that this should be carried out in two stages: by firstly converting to a single site and testing that Campaign Manager works correctly before upgrading to Campaign Manager 2.9.0.

NOTE A ‘clean’ install of 2.9.0 will be configured as a Single Web Site by default. The following steps are only required when carrying out an upgrade.

The outcome of this is to combine all 3 subdomain’s into 1 common subdomain and use a folder structure to host the 3 separate components / applications.

The steps below will reconfigure an existing v2.8.x ‘Alchemy’ system with 3 web sites (subdomains) as per the example below:


Hosting site - http://cm.swt04.qa

Services - http://cmservices.swt04.qa

Authentication - http://auth.swt04.qa

will become:

Hosting site - http://cm.swt04.qa

Services - http://cm.swt04.qa/services

Authentication - http://cm.swt04.qa/auth

1. Open IIS Manager, expand ‘Sites’, right click on Alterian.Alchemy.HostingSite and select ‘Add Application’, set the Alias to ‘auth’ and browse to the ‘AuthenticationService’ physical folder path.

i.e. C:\Program Files\Alterian\Alchemy\AuthenticationService

Create another application, set the Alias to ‘services’ and browse to the ‘Alterian.Alchemy.Services’ physical folder path. i.e. C:\Program Files\Alterian\Alchemy\Alterian.Alchemy.Services

2. Open the web.config file in the Alterian.Alchemy.HostingSite folder and change the value of the subdomain and the folder path in the “authService” configuration line.

e.g.

<add key="authService" value="http://auth.swt04.qa/AlterianAuthentication.svc/cert" />

becomes:

<add key="authService" value="http://cm.swt04.qa/auth/AlterianAuthentication.svc/cert" />

(Note: If the site is using SSL the ‘value’ string will start with https and end with httpscert, do not modify these values)

3. Modify and run the following five SQL Statements to match your environment configuration:


UPDATE [almain].[AL].[AuthServerIndex]

SET [urlendpoint] =

replace(urlendpoint, 'auth.{domain}.{top level domain}',

'{subdomain}.{domain}.{top level domain}/auth')

Example:

UPDATE [almain].[AL].[AuthServerIndex]

SET [urlendpoint] =

replace(urlendpoint, 'auth.swt04.qa',

'cm.swt04.qa/auth')

UPDATE [almain].[AL].[clientindex]

SET [CampaignManagerSettingsXml] = replace(CampaignManagerSettingsXml, 'cmservices.{domain}.{top level domain}',

'{subdomain}.{domain}.{top level domain}/services')

Example:

UPDATE [almain].[AL].[clientindex]

SET [CampaignManagerSettingsXml] = replace(CampaignManagerSettingsXml, 'cmservices.swt04.qa',

'cm.swt04.qa/services')

UPDATE [AlterianAuth].[AUTH].[SiteIndex]

SET [URLEndpoint] =

replace(URLEndpoint, 'cmservices.{domain}.{top level domain}',


Example:

UPDATE [AlterianAuth].[AUTH].[SiteIndex]

SET [URLEndpoint] =

replace(URLEndpoint, 'cmservices.swt04.qa',

'cm.swt04.qa/services')

UPDATE [AlterianAuth].[AUTH].[SiteSettings]

SET [Value] =

replace(Value, 'cmservices.{domain}.{top level domain}',


WHERE [SettingID] IN (5, 8)


Example:


SET [Value] =

replace(Value, 'cmservices.swt04.qa', 'cm.swt04.qa/services')

WHERE [SettingID] IN (5, 8)


SET [Value] =

replace(Value, 'auth.{domain}.{top level domain}', '{subdomain}.{domain}.{top level domain}/auth')

WHERE [SettingID] = 7

Example:


SET [Value] =

replace(Value, 'auth.swt04.qa', 'cm.swt04.qa/auth')

WHERE [SettingID] = 7

Before upgrading the Engine Server we recommend that you run the CM Deployer up to, and including, the orderly shutdown step (step 5). This will stop the CM sites and services to prevent connections to Engine during upgrade.

Save the Installer package to the App Server.

Run the CM.Deployer.exe file. This will launch the Installer wizard.


Step 1 – Welcome Screen

Step 2 – Select Installation Type

For an upgrade, select Upgrade Existing.


Step 3 – Enter SQL Server Credentials

Type in the SQL Server name and click the [Test Connection] button to confirm that it is valid.

Step 4 – Check Server Credentials

The configured Application, SQL, and Engine servers will be displayed. The above example shows a three box architecture.

For a standard upgrade there should be no need to edit server credentials. Click [Next].


Step 5 – Enter External Agents

Enable external agents is an optional step. If a Kettle location is specified the deployer will check the App server contains Java Runtime and Kettle files (kitchen.bat and pan.bat) are present at validation.

Step 6 – Perform Orderly Shutdown

This process will shut down the CM sites and services, however if you need to upgrade Engine we recommend you do this at this point.


Step 7 – Confirm Orderly Shutdown

Step 8 - Validate

Click [Validate] to confirm all entered credentials and configuration settings. You will not be able to click [Next] until the validation has successfully completed.


Step 9 – Upgrade

Click the [Upgrade] button to start the upgrade.

You will receive a message when the upgrade is completed.


Click [Upgrade]

The deployer will attempt to create Email Manager links for existing Email Manager accounts. Please see the Admin Guide for details on how to verify the link details.


6.4 Post Upgrade Configuration To lockdown SQL permissions: for the SQL login used for the AlchemyDSA

Within SQL server management studio select Security > Logins > [AlchemyDSA]

• On Server Roles tab

o The ‘bulkadmin’ and ‘public’ roles should be checked.

o The ‘dbcreator’ role should be checked if planning to create additional client databases.

o The ‘sysadmin’ server role can be cleared.

• On User Mapping tab:

o Check the “public” and “db_owner” roles checked for Alchemy, AlchemyStore, almain, AlterianAuth, and any additional client databases

You must provide access to the alchemy domain service account to xp_cmdshell. In SQL Management Studio, click the master database and [new query] and enter:

EXEC sp_xp_cmdshell_proxy_account 'DOMAIN\user','password'

GRANT exec ON xp_cmdshell TO [DOMAIN\user]

Change ‘DOMAIN\user’ and ‘password’ to the username and password for the alchemy domain service account.

6.5 Upgrade Specific Configuration The upgrade will attempt to create EM links for existing EM sites. After upgrading you should validate the link in the client administration tool by editing the link. This will need to be performed for each CM client.


7 Uninstall A full uninstall of Campaign Manager can be carried out using the Deployer. Note that this will remove all SQL Server databases, all shares and system files, and all related services. Backups should be taken if there is a requirement to retain any of these files. Prior to uninstall, the administrator should shut down Engine.

To perform an uninstall of Campaign Manager

1. Ensure that Engine has been shut down and that nucleus.exe and atom.exe are not running.

2. Save the Installer package to the App Server.

3. Run the CM.Deployer.exe file. This will launch the Installer wizard.

4. Select the Uninstall option and run navigate the wizard selecting applicable options.


8 Trouble Shooting For each deployer run, a CM.DeployerLog txt file is created in the same folder as the deployer EXE. This contains information logged during usage of the wizard and execution of the install/upgrade/uininstall. If reporting an issue with SDL Support, please also include the log file to assist with investigation.

The validation step also performs a range of checks, to highlight potential issues with the install/upgrade.

The section provides additional information, to help with resolving error messages that may appear.

8.1.1 Fail: OS is Invalid

Check all servers have Microsoft Windows Server 2008 R2 Standard, Enterprise, Datacenter, or Web installed.

Microsoft Windows 7 Professional is also allowable, but not supported

8.1.2 Fail: Server is not accessible

This indicates the server cannot be accessed via Ping. Check the items in Section 3 of the install guide e.g. firewall configuration between servers; Check the common domain account has local administrator access to all servers; Check the servers are accessible on the domain e.g. by using the command line Ping utility to verify accessible.

8.1.3 Fail: User Credentials are invalid

Check the common domain account has local administrator access on all servers.

8.1.4 Fail: Framework version is invalid

Check all servers have Microsoft .Net framework v4 64 bit installed.

8.1.5 Fail: SQL is not valid

The deployer expects SQL 2008 product version 10.50.nnnn.n or SQL 2012 version 11.nn.nnnn.n (n = 0-9)

To check the product version use SELECT @@Version on the SQL Server.

8.1.6 Fail: IIS is invalid

The deployer expects IIS 7


8.1.7 Fail: Registry is not write accessible

The deployer performs a simple registry SetKey check to verify it can be updated.

This validation test works by amending the Start status of each CM related Windows service, on each server.

If this fails validation, check the Service names (not display names) match the following, and correct if necessary:

• All servers: Alchemy_AlertLogger, Alchemy_AlertNotifier

• App Server: Alchemy_CMListenerService, Alchemy_DocumentSchedulerService

• Engine Servers: Alchemy_EngineService

• SQL Server: Alchemy_SQLJobsService

8.1.8 Fail: Engine 5.2. or later must be installed

Check the Engine version meets this requirement on both the Web Server and Engine server/s.

8.1.9 Fail: Email Manager Account Link Name must be specified

The link name must be completed in Step 17 – Configure Email Manager link. Clicking the [Test Connection] button will populate this with a default link name, based on the EM account details.

8.1.10 Fail: Email Manager unable to validate URL

Check the Email Manager URL is reachable from the web server (e.g. using Internet Explorer)

8.1.11 Fail: Alchemy Service Credentials are invalid (or) Fail: Service Credentials failed DB Connection

Check the service account has local admin rights on each server – see section 3.1.

Check the account has a corresponding login on the SQL Server. On a clean install, this should be a member of the sysadmin role, before proceeding with locking down the permissions after the install.


8.1.12 Fail: AltEngineCampaign.DLL locked; Fail: EMTools.DLL locked; Fail: APIClientDLL locked; Fail: EngineMutex.DLL locked

The CM Deployer needs to update files that can be held open by Engine sessions.

At the validation stage, the CM Deployer should have already completed an orderly shutdown of CM sites and services.

To release locked Engine files, wait for active processing to complete, before using the AMC Orderly shutdown option on the affected Engine server/s.

The Microsoft Windows Process Monitor tool can also be used to confirm which process is holding the file open.

8.1.13 Fail: Upgrade from CM vX to vY is not valid

Each deployer has a set of allowable pre-req CM versions.

This message indicates an incorrect version upgrade is being attempted. Please contact Support to review the existing CM version, and upgrade package version is correct.

8.1.14 Fail: Inaccessible xxxx Component (ID n)

The deployer checks that each component is accessible prior to upgrade.

The component information is obtained from the Almain.AL.ProcessIndex table, which contains an ID, hostname, and networkPath for each component.

The validation message will provide an ID for a component entry that cannot be reached.

This may be due to an accessibility problems (e.g. the deployer cannot reach the file share indicated by the networkPath). To verify this, use Windows Explorer to ensure the networkPath can be reached, and is writeable (e.g. create a temp file).

If the component entry is invalid (e.g. the networkPath doesn’t exist) please contact Support. This may be due to a previously failed install, and the component should be reviewed and removed if necessary before retrying validation.

8.1.15 Fail: Java not installed

If the Enable External Agents option has been selected in Step 11, the deployer will check if the Java Runtime Environment (32 or 64bit) is present on the App server.

Checked that JRE is present via Control Panel -> Programs -> Programs and Features, and install if missing.


8.1.16 Fail: Kettle not installed

If the Enable External Agents option has been selected in Step 11, the deployer will check for the existence of kitchen.bat and pan.bat in the specified Kettle Installation Folder.

Check the Kettle zip has been extracted to the location specified in Step 11, and the kettle and pan.bat files are present. Correct the location and/or setting if necessary.


8.1.17 Fail: CreateNewClient.sql is not installed

This fail occurs when trying to copy this file on a SQL Cluster environment. The file can be manually copied to the location, after the deployer has finished, if required.