Users disappeared after upgrade to Zammad 6.3

Infos:

  • Used Zammad version: This is Zammad version 6.3.0-1714590181.597e6a53.focal
  • Used Zammad installation type: source
  • Operating system: Ubuntu 20.04.6 LTS (GNU/Linux 5.4.0-177-generic x86_64)
  • Browser + version: Versão 124.0.6367.91 (Versão oficial) (arm64)

Expected behavior:

  • I have an extensive list of users that were saved on my Zammad Server, but after a long upgrade in our service we moved from Version 3.6 to Version 6.3 but we are facing some difficulties such as Elasticsearch and now the search functions of the users are greatly compromising our operation.

Actual behavior:

Steps to reproduce the behavior:

Please describe your upgrade steps in more detail.
Also the release note hold very detailed breaking changes and technical remarks as e.g. reindexing your searchindex (which definitely is required in between 3.6 and 6.x).

Please consider sticking to the upgrade path mentioned in the documentation and the steps around that.
https://docs.zammad.org/en/latest/install/update.html

1 Like

Thank you @MrGeneration for you quickly response.

Só I was using the version 3.6 and to we migrate without breaking the system I userd:

apt install zammad=4.1.0
apt install zammad=5.1.0
apt install zammad=6.0.0
apt install zammad=6.1.0
apt install zammad=6.2.0
apt install zammad=6.3.0

After all of this steps I could use the zammad.

I didn’t realize that the users weren’t showing up

For example, I have a list of over 1000 users, but when I list the users without selecting a role or try to search for any name other than mine, it doesn’t find it.

And my user list is reduced to a maximum of 50 users.

If I run this command I could find my all users:

zammad run rails r 'puts User.pluck(:id, :firstname, :lastname, :email)' > /home/xxx/usuarios.txt

Just to update more details:

May 02 14:31:24 zammad.prod.ch.hbp.eu systemd[1]: Starting Elasticsearch...
May 02 14:31:29 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]: May 02, 2024 2:31:29 PM sun.util.locale.provider.LocaleProviderAdapter <clinit>
May 02 14:31:29 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]: WARNING: COMPAT locale provider will be removed in a future release
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]: uncaught exception in thread [main]
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]: java.lang.IllegalStateException: The index [zammad_production_stats_store/4IagRLkLR9ilFSPqBtawww] was created with version [5.6.16] but the minimum compatible version is [6.0.0-beta1]. It should be re-indexed in Elasticsearch 6.x before upgrading to 7.17.21.
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.cluster.metadata.IndexMetadataVerifier.checkSupportedVersion(IndexMetadataVerifier.java:98)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.cluster.metadata.IndexMetadataVerifier.verifyIndexMetadata(IndexMetadataVerifier.java:80)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.gateway.GatewayMetaState.upgradeMetadata(GatewayMetaState.java:279)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.gateway.GatewayMetaState.upgradeMetadataForNode(GatewayMetaState.java:265)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.gateway.GatewayMetaState.start(GatewayMetaState.java:178)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.node.Node.start(Node.java:1184)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.bootstrap.Bootstrap.start(Bootstrap.java:335)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.bootstrap.Bootstrap.init(Bootstrap.java:443)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.bootstrap.Elasticsearch.init(Elasticsearch.java:169)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.bootstrap.Elasticsearch.execute(Elasticsearch.java:160)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.cli.EnvironmentAwareCommand.execute(EnvironmentAwareCommand.java:77)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.cli.Command.mainWithoutErrorHandling(Command.java:112)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.cli.Command.main(Command.java:77)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.bootstrap.Elasticsearch.main(Elasticsearch.java:125)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]:         at org.elasticsearch.bootstrap.Elasticsearch.main(Elasticsearch.java:80)
May 02 14:31:41 zammad.prod.ch.hbp.eu systemd-entrypoint[22973]: For complete error details, refer to the log at /var/log/elasticsearch/zammad.log
May 02 14:31:42 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Main process exited, code=exited, status=1/FAILURE
May 02 14:31:42 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Failed with result 'exit-code'.
May 02 14:31:42 zammad.prod.ch.hbp.eu systemd[1]: Failed to start Elasticsearch.
May 02 14:38:42 zammad.prod.ch.hbp.eu systemd[1]: Starting Elasticsearch...
May 02 14:38:48 zammad.prod.ch.hbp.eu systemd-entrypoint[25008]: May 02, 2024 2:38:48 PM sun.util.locale.provider.LocaleProviderAdapter <clinit>
May 02 14:38:48 zammad.prod.ch.hbp.eu systemd-entrypoint[25008]: WARNING: COMPAT locale provider will be removed in a future release
May 02 14:38:50 zammad.prod.ch.hbp.eu systemd-entrypoint[25008]: ERROR: Elasticsearch did not exit normally - check the logs at /var/log/elasticsearch/elasticsearch.log
May 02 14:38:51 zammad.prod.ch.hbp.eu systemd-entrypoint[25008]: ERROR: Elasticsearch died while starting up, with exit code 1
May 02 14:38:51 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Main process exited, code=exited, status=1/FAILURE
May 02 14:38:51 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Failed with result 'exit-code'.
May 02 14:38:51 zammad.prod.ch.hbp.eu systemd[1]: Failed to start Elasticsearch.
May 02 14:38:53 zammad.prod.ch.hbp.eu systemd[1]: Starting Elasticsearch...
May 02 14:38:58 zammad.prod.ch.hbp.eu systemd-entrypoint[25190]: May 02, 2024 2:38:58 PM sun.util.locale.provider.LocaleProviderAdapter <clinit>
May 02 14:38:58 zammad.prod.ch.hbp.eu systemd-entrypoint[25190]: WARNING: COMPAT locale provider will be removed in a future release
May 02 14:39:00 zammad.prod.ch.hbp.eu systemd-entrypoint[25190]: ERROR: Elasticsearch did not exit normally - check the logs at /var/log/elasticsearch/elasticsearch.log
May 02 14:39:01 zammad.prod.ch.hbp.eu systemd-entrypoint[25190]: ERROR: Elasticsearch died while starting up, with exit code 1
May 02 14:39:01 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Main process exited, code=exited, status=1/FAILURE
May 02 14:39:01 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Failed with result 'exit-code'.
May 02 14:39:01 zammad.prod.ch.hbp.eu systemd[1]: Failed to start Elasticsearch.
May 02 14:41:42 zammad.prod.ch.hbp.eu systemd[1]: Starting Elasticsearch...
May 02 14:41:47 zammad.prod.ch.hbp.eu systemd-entrypoint[25399]: May 02, 2024 2:41:47 PM sun.util.locale.provider.LocaleProviderAdapter <clinit>
May 02 14:41:47 zammad.prod.ch.hbp.eu systemd-entrypoint[25399]: WARNING: COMPAT locale provider will be removed in a future release
May 02 14:41:49 zammad.prod.ch.hbp.eu systemd-entrypoint[25399]: ERROR: Elasticsearch did not exit normally - check the logs at /var/log/elasticsearch/zammad.log
May 02 14:41:50 zammad.prod.ch.hbp.eu systemd-entrypoint[25399]: ERROR: Elasticsearch died while starting up, with exit code 1
May 02 14:41:50 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Main process exited, code=exited, status=1/FAILURE
May 02 14:41:50 zammad.prod.ch.hbp.eu systemd[1]: elasticsearch.service: Failed with result 'exit-code'.
May 02 14:41:50 zammad.prod.ch.hbp.eu systemd[1]: Failed to start Elasticsearch.

That is nothing new. The user management has a hard limit of 50 users. If you search for a user in the management, it should show you any user that fits the critera (up to 50). Same applies to the search functions.

That is not related to the “issue” you’re experiencing. The search index is not relevant for the user management since a while. Elasticsearch has a very specific upgrade path. Most likely reindexing won’t help at all as the node versioning might be broken. If a reindex does not work, stop elasticsearch, remove the whole data directory of elasticsearch and start es. Then reindex.

Note:
You should only remove the data directories if only Zammad is using that elasticsearch node. If you ave e.g. Kibana in place, it will brick your kibana installation (and delete all settings).