Collect the following data immediately after the upgrade fails:
- A Minimum Escalation Requirement (MER) from the ePO server.
- The entire ePOUpdaterLogs folder in C:\ProgramData\McAfee\ePolicy Orchestrator\ePOUpdaterLogs. This folder contains all Cumulative Update logs.
- The entire McAfeeLogs folder in %temp%\. This folder contains the complete set of installation logs for the ePO server.
NOTE: You must be logged on with the same user account that ran the upgrade for the %temp% variable to work. Otherwise, you have to navigate to the user temp folder for the profile that launched the upgrade to find the logs.
- The version of ePO that you're attempting to upgrade from and to.
Justification for data requested:
- A MER from the server is needed if the logging alone doesn't fully explain the issue. Many times, other data that's included in the MER is required, including but not limited to the following:
- Environmental variables
- Running processes
- Other point products installed
- Exact version numbers for the agent, ePO, or DLLs
- The MER doesn't always capture the entire set of installation logs, so they should be captured separately. For example, if you run the installation while logged on as UserA, and then run the MER while logged on as UserB because the installation logs are in the user's temp folder, the MER will not capture these because they won't be in UserB's temp folder.
