Error while upgrading ZPC to version 8.0

Owned by Benoit Desnoyers
Last updated: Feb 16, 2023 by Sean McDade
3 min read

We have been informed that some customers who are actively forwarding CDR’s to ZPC are encountering an error message while upgrading from version 7.x to version 8.0 or later.

Description of the issue:

While upgrading or flipping traffic to ZPC, the stack8-console may report the following error:

Aborting due to an unhandled system error (see details below) Need technical support? Please contact support@stack8.com for help.

Aborting due to [TimeoutError: Timed out after waiting 5 minutes for application to become accessible]

This error may occur while the inactive side is being started for the first time post-upgrade. This is due to the fact that, although ZPC is starting, it hasn’t finished upgrading its local database with all the latest changes. As part of the upgrade to ZPC 8.0, indexing to the CDR database was introduced in order to dramatically improve the performance of the call log reports. This indexing can take several hours.

To prevent users from being stuck, the upgrade process will stop checking if ZPC has finished upgrading the databases after 5 minutes but, due to the large amount of data being updated, the process might take longer.

What to do when encountering the issue:

If the error message appeared while upgrading ZPC on the inactive side:

  1. Press a key to go back to the main menu,

  2. Open a web browser and go to the URL of the inactive side, you should see a message like this one:

    • This message indicates that ZPC is still updating.

  3. Wait for 30 minutes and try step 2 again, ZPC should eventually load to the login screen.
    If the message is still present, wait another hour and try again.

    1. If the login screen appears, proceed to the production traffic flip on stack8-console at your own leisure.

    2. If the issue still hasn’t resolved itself after 3 hours, please reach out to our support team at support@goziro.com.

Please note that you may encounter the same issue while flipping the production traffic. If that is the case, please continue reading.

If the error message appeared while flipping the production traffic of ZPC:

  1. Press a key to go back to the main menu,

  2. Open a web browser and go to the URL of the inactive side, you should see a message like this one:

    • This message indicates that ZPC is still updating.

  3. Wait for 15-30 minutes and try step 2 again, ZPC should eventually load to the login screen.

    If the message is still present, wait another hour and try again.

    1. If the login screen appears, proceed with the production traffic flip once again on stack8-console. Please do not import the configuration of the active side if you already have done so previously. Please take a moment to test that the active side have imported the latest audits and configurations and perform a check by loading a user via the 360º view.

    2. If the issue still hasn’t resolved itself after 3 hours, please reach out to our support team at support@goziro.com.

What to do if the issue persists:

Please reach out to our support at support@goziro.com, they will be able to help you and guide you to resolution.