Who is this article for?

All On-Premise Ideagen Quality Management Admins and IT staff with appropriate permissions.

Ideagen Quality Management site, SQL Server, and Web Server access are needed.

On-Premise customers may experience issues with upgrading Ideagen Quality Management due to mixed location paths on the web server. 

To make troubleshooting this issue easier to learn, this article is split into three sections so that you can either walk through the steps in sequence or you can jump to the section relevant to what you are finding:

1. Issue Experienced
2. Resolution
3. Further Reading

1. Issue Experienced

This section will explain what occurs when the customer is experiencing the issue.

The customer will have started an upgrade to the Ideagen Quality Management version and had it stall due to errors regarding the web folder and Ideagen Quality Management Service. 

2. Resolution 

This section will provide the resolution for a stalled upgrade due to incorrect paths. 

The Ideagen Quality Management folders were split into mixed locations among the C and D Drives.            

The ultimate issue was the missing Ideagen Quality Management Service folder in the D Drive and the incorrect path listed in the SY_Actions table in SQL. To find this:

1. If the upgrade application is still open, look at the log for the specific errors.
2. Open Services and check the Ideagen Quality Management Service and note the Path to executable. 
3. Open IIS and under Sites highlight Ideagen Quality Management. On the right-hand side, click on Basic Settings under Edit Site. Verify the Physical Path. 
4. Open File Explorer and under the root Ideagen Quality Management folder (will be on the applicable C, D, or E drive), right-click, and select Properties. In the Security tab make sure the Ideagen Quality Management AppPool has been added with full control. (The name will typically show as Ideagen Quality Management) If this has to be added, use the name IIS AppPoolIdeagen Quality Management.
5. Open File Explorer and go to the Local Disk (C:) and select ProgramData. Open Ideagen Quality Management>Default and look at the qualtrax.config file. Make sure the username and password are correct for SQL database access.                          

   If ProgramData is not shown, it is hidden. Go to the top of the page and click View. Make sure Hidden Items is checked.

6. In the SQL database check the SY_Configuration table and make sure the webSettings.webInstallationDirectory row is not empty. If empty, update by adding under Edit Top 200 Rows. 
7. Run the upgrade again.

3. Further Reading

This section will provide important links to further troubleshooting and resources.