The Comprehensive Guide to Customer Hosted Server Upgrades

Server Upgrade Guide

In this guide we will be going through the steps upgrading a Savance Workplace Server to v11. You can see our recorded upgrade video here

1. Run ‘Backup Database’ SQL Task on Savance Server Console
   1. Make sure this task has been properly setup with a correct backup pathway. Double click the Task to see what pathway it uses. It should not be ‘C:\’ as this pathway is illegal. Try ‘C:\Backup’ or similar
   2. 
   3. See our guide on backing up your Savance Database at https://www.savanceworkplace.com/knowledge-base/how-to-back-up-the-savance-eioboard-database/
2. Open your Server’s IIS to review and screenshot any bindings as backups. We recommend stopping the IIS web page for a smoother install
3. Backup your Web.config found via File Explorer under C:\Program Files\Savance\EIOBoard Server\EIOBoard (or Program Files (x86)\)
   1. Optional as the process will automatically backup the EIOBoard folder
4. On your Savance Server Console, click Services then ‘Stop Service’ then close the console entirely.
   1. You may have to close the console via task manager under ‘Details’
5. Download the latest Savance Server .exe from https://www.savanceworkplace.com/releases then run the .exe as Administrator
6. Note any errors or prompts that appear. You may be prompted to reboot your system before starting the upgrade or install pre-requisites.
   1. Important Note: You should not be prompted for your SQL Server information or to install a new SQL Instance. The upgrade should attempt to upgrade the Savance Database to match the .exe version you are upgrading to.
   2. If prompted to close SavanceStarter or IIS, please select the top option to automatically close those programs
7. Once the upgrade is completed, we recommend rebooting your system even if you were not prompted to do so
8. Lastly check to ensure your login works on the browser/desktop application. We recommend checking IIS to ensure the bindings for your website remain correct
   1. If you get a ‘Supplied credential is invalid’, then your Active Directory connection is failing somehow. Please open the Savance Server Console then click ‘Management’ then ‘Settings’ to review your AD Sync settings. Make sure the Test Connection is successful. Please check ‘Options’ then ‘Validate with Active Directory Credential’ is checked if your site uses AD logins
   2. If you get an incorrect password with 1/8, then the system does not recognize your username. If using AD Logins, please check the AD Template and click ‘Manual Sync’ after verifying the template is correctly showing all users
   3. If you get an incorrect password with anything not 1/8, then the system does not recognize your password. If using AD Logins, please check the AD Template and click ‘Manual Sync’ after verifying the template is correctly showing all users

Please contact Savance Support with any errors or issues. Submit all tickets as ‘Super Critical’ for quickest response time. Here is our guide on submitting such a ticket: https://www.savanceworkplace.com/knowledge-base/how-do-i-access-support-our-service-level-agreement-sla-and-what-is-included-with-our-services/

If your database is on another device and can not be upgraded manually, please use the guide found at  https://www.savanceworkplace.com/knowledge-base/manually-upgrade-the-database/

After the Update

There are several things you may have to check or reset depending on the versions you are upgrading between:

If you are upgrading to v11, please be aware we’ve changed our program name from EIOBoard to Savance Workplace. This does change the install path name which can affect startup processes, custom scripts, and security policies

If updating past 10.3, when we implemented encrypted Passwords and stricter Password requirements:

Changing Minimum Password and Username Length Requirements

Active Directory login not working after a server upgrade

Active Directory on Savance Workplace Version 10.3.47+

Upgrading the Clients

Now that you have upgraded your server to the latest release, you have the option to upgrade your clients. This does not have to be done, but it is recommended. The latest client can be found on the same page online that the Server Installer was found. Simply download and run the Application, Outlook Add-in, or other features that you want to upgrade.
 

Note: When upgrading a client, be sure that your client version matches or is lower than the server version. The Server must match or be greater than the clients or else the client will not be able to run.

Disabling Automatic Upgrades

If you would like automatic client upgrades to be disabled, you can do this for an entire company or for an individual user. For more details, visit the following page: How do I Disable Automatic Updates? – Savance Workplace

Common Post-Upgrade Issues

1. Login issues (Desktop)
   1. Web Service Application pools weren’t created in the IIS
   2. Web Service wasn’t assigned to its corresponding Application pool
   3. Your Desktop app is out dated. v11 only supports v10.3.47+ Destkop apps
   4.  The Database wasn’t correctly upgraded (See Manually Upgrading Database document)
      1. To review your Database version, simply open SSMS to view the Database. Open the Savance DB Table (Default name is SolutionSavant) then find the Versions table. Right click on ‘dbo.Versions’ select view top 1000
2. Login Issues (Browser)
   1. The SSL cert was removed from the IIS bindings
   2. The IIS port changed during the upgrade causing a firewall to block communication
   3. The Database wasn’t correctly upgraded (See Manually Upgrading Database document)
      1. To review your Database version, simply open SSMS to view the Database. Open the Savance DB Table (Default name is SolutionSavant) then find the Versions table. Right click on ‘dbo.Versions’ select view top 1000

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