Zammad will not Update from 5.3.1 to newest Version Debian 11

[Renasb23]

Infos:

• Used Zammad version: 5.3.1
• Used Zammad installation type: (source, package, docker-compose, …) Debian Package
• Operating system: Debian 11 Bullseye
• Browser + version: Firefox 102.9.0 esr

Expected behavior:

• Update Zammad from Package via apt update & apt upgrade

Actual behavior:

• Update stops progressing after reaching “TaskBarPreferences migrating” in the database.yml migration.
• The Server is hosted in our own VMWare which is contained behind a firewall. Updates only work through apt via a proxy, otherwise the Server has no Connection to the outside World whatsoever.
• Whenever I attempt to update the Package, it runs through its normal course until it starts migrating the database.yml.
• Here it also runs for a bit but once the part “TaskBarPreferences” is reached, the Update does not continue. It hangs there and does not continue no matter for how long I leave it (2+ Hours). In the meantime I attempted to look through if there are any logs being written with errors or other outputs via a second terminal, however there is nothing to be found. I checked the zammad, apt, postgres and syslog, but all of them do not show any output/error that have to do with the Installation.
• Once the update showed no signs of being successfull I reset the Server via Snapshot and restarted the Process. Same behavior.
• Updating only the Zammad Package via apt install zammad produces the same behavior.

Steps to reproduce the behavior:

• Unkown, since the config has only been changed via Web Interface.
• On the current installation, it is reproduceable via Apt Update & Apt Upgrade

Additional Info:

• After multiple failed attempts I did some digging myself. The Run Rake command for the database does function, however most other rails commands are met with a “Ruby Version is 2.7, the Gemfile specifies 3.x”.
• The only way I have found (maybe I’m just stupid) to install a newer Ruby version was through the RVM Package since there are no other Ruby versions in the Debian 11 Repo (again, correct me if I’m an Idiot)
• This however did not change anything and the Update behavior was still just as described previously.

I attempted most things I could and did some digging on the Interwebs, however my Linux knowledge is at it’s end especially since I have not found any other Posts containing an Issue like this.
This Issue probably is very simple and just requires some changes here and there, but I can’t for the life of me find them.

Any help would be greatly appreciated and sorry for my bad English. Thank you very much.

[dvanzuijlekom]

@Renasb23

The Server is hosted in our own VMWare which is contained behind a firewall. Updates only work through apt via a proxy, otherwise the Server has no Connection to the outside World whatsoever.

This might be part of the problem. Possibly a part of the update is also to try to update things like the Ruby Gems, which you also state in your additional info section. This is done outside of the Apt mechanism and doesn’t use the same proxy as apt does, so it is likely these requests are blocked at the firewall. These might cause infinite timeouts or retries on a network level, appearing the update to hang infinitely.

For diagnosing, I would re-run the updater, but run a tcpdump in the background to inspect network traffic, or inspect your outbound firewall logs for requests which are being blocked. Allowing the legitimate traffic associated with the update might solve the issues.

[Renasb23]

Thank you very much for the quick response.
Since the Server is in production and in heavy use I will attempt to Update it today evening and answer on this post if it was indeed the solution or not.

[Renasb23]

This did not seem to be the Solution.
I attempted an update while using the export Parameter to set the proxy so that the Update and all other called sub Processes contain the Proxy Setting but to no avail. It still sat at the exact same spot and did not continue.

A netstat -tup revealed that the Server is not attempting to connect to the Internet to download anything.
Also, it seems that I was blind and did not see the production log content that Zammad was writing during the Update. They don’t tell me much, but I hope someone can point me into the right direction since there is only a single warning entry.