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Upgrade attempt fails because appliance cannot download update packages - Connect IT Community | Kaseya
<main> <article class="userContent"> <h2 data-id="summary"><strong>SUMMARY</strong></h2> <p>Upgrade attempt fails because appliance cannot download update packages</p> <h2 data-id="issue"><strong>ISSUE</strong></h2> <p></p> <p>In some instances, upgrade attempts might fail because your appliance (physical or virtual) cannot download update packages from the Unitrends repository.</p> <p><br> </p> <p> </p> <h2 data-id="resolution"><strong>RESOLUTION</strong></h2> <p>Ensure port 21 (FTP), 80 (HTTP), and 443 HTTPS) are <b><i>ALL </i></b>accessible outgoing through your firewall for the Unitrends Appliance. With release 10.4 and higher, ALL THREE protocols are required. Options to limit to one port or protocol no longer apply. <br><br>If you would like to restrict this communication to specific trusted URLs, please see our KB <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Funitrends-support.zendesk.com%2Fhc%2Fen-us%2Farticles%2F360013264518%3Fq%3DSELECT%2BArticleNumber%252CId%252CSummary%252CResolution__c%252CAttachment__Body__s%252CCause__c%252CNotes__c%252CAttachment__ContentType__s%252CAttachment__Length__s%252CAttachment__Name__s%252CTitle%252CKnowledgeArticleId%252CDescription__c%2Bfrom%2BArticle__kav%2Bwhere%2BPublishStatus%253D%2527Online%2527">What Firewall Ports should be allowed from the Unitrends appliance through my firewall?</a></p> <h2 data-id="cause"><strong>CAUSE</strong></h2> <p>The upgrade fails because a firewall or network restriction is preventing the appliance from reaching the Unitrends website on required ports or protocols. <br><br>Unitrends appliances use multiple sites and several ports to complete update operations which must be open between the appliance and the internet through your firewall. </p> <h2 data-id="notes"><strong>NOTES</strong></h2> <p></p> <p><b>Additional information below is LEGACY and applies only to appliances running releases prior to 10.x. </b><br><br>You can resolve this issue by downloading the packages using a different transfer protocol. If the appliance is attempting to download the packages from the HTTP site, download from the FTP site instead, or vice versa.</p> <p><b>Warning: This procedure is for advanced users online.</b></p> <p><b>On appliances running 9.1 or newer:</b></p> <p>From the command line, run "dpu repo proto ftp" or "dpu repo proto http" to change protocols. </p> <p><b>On appliances running 9.0-15 or older:</b></p> <ol start="1"><li>Use an SSH client such as <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fwww.chiark.greenend.org.uk%2F%7Esgtatham%2Fputty%2Flatest.html">PuTTY</a> to access the Unitrends system at the command line level. <div><i>Note: Ensure you have the OS password to access the Unitrends system’s command line. The OS <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Funitrends-support.zendesk.com%2Fhc%2Fen-us%2Farticles%2F360013244978">password</a> may differ from the password used to access the User Interface.</i></div> </li> <li>Enter the following command: <i>vi /etc/yum.repos.d/Unitrends-RecoveryOS.repo</i> </li> <li>Press the <b>Insert</b> key.</li> <li>Look for the following lines:</li> </ol><p> <i>include=<a href="/home/leaving?allowTrusted=1&target=ftp%3A%2F%2Fupdateftp.unitrends.com%2Fpub%2FUnitrends-RecoveryOS-5-x86_64.repo">ftp://updateftp.unitrends.com/pub/Unitrends-RecoveryOS-5-x86_64.repo</a></i></p> <p> <i>include=<a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fupdateftp.unitrends.com%2Fpub%2FUnitrends-RecoveryOS-5-x86_64.repo">http://updateftp.unitrends.com/pub/Unitrends-RecoveryOS-5-x86_64.repo</a></i></p> <ol start="5"><li>You see a # symbol in front of the line for the transfer protocol the appliance is currently using. To change the transfer protocol, delete the # symbol from the current line and add one to the line for the other transfer protocol.</li></ol><p><b><i>Note</i></b><i>: There must be a </i># <i>symbol in front of one of these lines. If neither line has a </i>#<i> symbol, all update attempts will fail.</i></p> <ol start="6"><li>Press the <b>ESC</b> key.</li> <li>Run <i>wq </i>to save the new setting.</li> <li>Run <i>yum clean all</i> </li> <li>Return to the Administrator Interface, and upgrade the system by selecting the <b>Options menu (Gears icon at top right) > Check for Updates</b>.</li> </ol><p>If neither HTTP or FTP protocols allow for a successful upgrade, then you may be on a closed network and will need to contact Unitrends Support to acquire physical update media.</p> </article> </main>