How To: Request and Complete a SecureAuth Identity Platform Upgrade – SecureAuth Support

Overview

This article covers the process for upgrading the software version on a SecureAuth Identity Platform appliance -- not the underlying appliance or Virtual Machine (VM) it runs on. The process has four steps, shown in the tabs below: submitting the upgrade request, the upgrade assessment, backing up before the upgrade, and performing the upgrade.

Every upgrade request starts with a ticket in the SecureAuth support system, containing:

Company Name
Customer Support Contact (CSC) phone number and email address
The CSC's available contact hours and time zone
The version of SecureAuth Identity Platform software currently on the appliance(s)
Information about any customized code present on the appliance(s)

Submit the request via SecureAuth Support.

A SecureAuth Support Engineer schedules a twenty-minute online meeting with the CSC to gather information about the full SecureAuth Identity Platform environment, including running a customized code check utility on the appliance(s). The CSC should be knowledgeable about the full infrastructure, or bring other staff members who are.

After the information is collected, an engineer analyzes it. If customized code is found that would be incompatible with the upgrade, an additional review is required before the upgrade can proceed.

Once the assessment is complete, an engineer schedules the upgrade appointment with the CSC -- typically within two business days, though complex environments can take up to a business week. Following the assessment meeting, SecureAuth asks the CSC to freeze the existing configuration to help ensure a trouble-free upgrade.

Before upgrading, back up the appliance(s) in case an unanticipated issue occurs during the upgrade.

For a VM, a snapshot is the fastest way to roll back.
For a hardware appliance, or if IT policy doesn't allow snapshots, use the SA Backup utility included with SecureAuth Identity Platform.

Contact SecureAuth Support for help with the SA Backup process.

Depending on the agreement between SecureAuth and the customer:

If a new appliance is required, SecureAuth ships it to the customer, who installs and activates it.
If a VM image is required, SecureAuth provides a download link for the customer to install on their server.

At the agreed time, a SecureAuth representative performs the upgrade with the CSC over a Remote Session. Testing is performed immediately afterward to confirm the upgrade completed successfully. Once the CSC signs off by closing the ticket, a SecureAuth representative follows up within two business days to discuss any remaining issues.

Microsoft SharePoint

SecureAuth distributes support files to customers via Microsoft SharePoint. A Support Engineer needs access to https://secureauth.sharepoint.com to download the updater. If corporate IT security policy doesn't allow SharePoint access, let the Support Engineer know before the upgrade so an alternative download method can be arranged.

Get Started!

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.