Performing an ObserveIT Upgrade using the Interactive Installer

Performing an ObserveIT Upgrade
using the Interactive Installer
ABOUT THIS DOCUMENT
This document contains detailed procedures and instructions on how to upgrade ObserveIT by using the
interactive installation.
It is not within the scope of this document to upgrade or deploy ObserveIT Agents.
This document was written for ObserveIT Enterprise version 7.0.0. This document uses screenshots and
procedures written for Windows Server 2012 R2 and SQL Server 2014.
RELEASE DOCUMENTATION
The most up-to-date ObserveIT release documentation is available at:
http://documentation.observeit.com/7.0/#about_the_oit_documentation.htm.
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Contents
Upgrading an ObserveIT Installation ................................................................................................... 3
Backward Compatibility - Minimum Supported Versions and Upgrade Requirements .......................... 3
Considerations Prior to Upgrade......................................................................................................... 4
Upgrading Large Scale Enterprises............................................................................................................ 5
Preparing Working Backups ...................................................................................................................... 5
Worst Case Scenarios and Rollback .......................................................................................................... 6
Risks and Mitigation .................................................................................................................................. 6
Prerequisites for Upgrade .................................................................................................................. 8
Downloading the Latest Version ....................................................................................................... 10
ObserveIT One-Click Upgrade ........................................................................................................... 11
Important Notes About Upgrade ............................................................................................................ 14
Verifying the Installed Version ................................................................................................................ 16
Upgrading Agents.................................................................................................................................... 17
Manually Upgrading ObserveIT Components ......................................................................................... 17
Verifying Successful User Activity Recording ..................................................................................... 17
Troubleshooting the Installation....................................................................................................... 18
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UPGRADING AN OBSERVEIT INSTALLATION
ObserveIT can be easily upgraded when new versions are available. The older version does not need to
be uninstalled in order to upgrade. The installation process first upgrades the ObserveIT Database, then
the ObserveIT Web Console and Application Server components, and finally, the ObserveIT Agent that
was installed on the same machine as the one that is used to run the installation. If required, you can
perform a custom upgrade of the server-side components (Web Console and Application Server)
separately.
Agents can be upgraded on Windows, Solaris, AIX, HP-UX, RHEL/CentOS, Oracle Linux, SLES (SuSE Linux
enterprise Server), Ubuntu, Debian, Amazon Linux, or Mac endpoints.
ObserveIT can be easily upgraded by using the “One-Click” installation, which enables fast deployment
of the product. The upgrade procedure is basically the same as for a first-time installation except that
you select the "Upgrade" option. Note that you do not need to uninstall the older version in order to
upgrade.
BACKWARD COMPATIBILITY - MINIMUM SUPPORTED
VERSIONS AND UPGRADE REQUIREMENTS
Most features, functions, and capabilities of ObserveIT version 7.x.x are compatible with earlier versions
of the ObserveIT Agent. However, you should avoid using Agents that have an earlier version than the
server-side components. To maintain full feature compatibility, it is highly recommended that you
upgrade your Agents to the most current version of the product.
The following are the minimum server-side and agent component versions that are supported in this
release:
Component
Minimum Supported
Version
Server-side
5.8.3 is the oldest version that can be If you have an earlier version that
upgraded to version 7.x.x.
is not supported, first upgrade to
the minimum supported version,
and then upgrade to the latest
version.
Agents (Windows or
Unix)
5.8.3 is the oldest version that can
work against Server 7.x.x (backward
compatibility of Agents).
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Upgrade Requirements
If you have an earlier version that
is not supported, uninstall it, and
then install the latest version.
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CONSIDERATIONS PRIOR TO UPGRADE
Prior to performing an upgrade of an existing ObserveIT installation, you should be aware of the
following:

If you are upgrading to ObserveIT version 7.0 or higher, and if the Website Categorization module is
not already installed, you will receive an option during upgrade to install it. The ObserveIT Website
Categorization module automatically detects categories of Websites that end users are browsing,
enabling alerts to be generated on browsing categories such as Gaming, Adults, Infected or
Malicious Websites, Phishing Websites, and more. For further details about this feature, please refer
to Website Categorization in the Product Documentation.
Note that the Website Categorization module can be installed on the same machine as the Web
Console or on a separate dedicated machine (recommended).

If the Full Text Search (FTS) utility of Microsoft SQL Server is not installed before you begin the
upgrade, you will receive a prompt during the upgrade procedure. The FTS utility enhances
ObserveIT's powerful Search feature by providing an accelerated search experience, and it is highly
recommended that you install it. By clicking Yes in the prompt window, you can install the FTS utility
after completing the upgrade.
Note: If you install the FTS utility after completing the upgrade, you must run the following
command line in Microsoft SQL Server Management Studio: FTS EXEC
dbo.uspDBA_FTSIndexCreate;

The upgrade process has no impact on the operating system of the endpoints on which the
ObserveIT components are running. Whether the upgrade process succeeds or fails, no changes will
be made to the actual operating system.

Upgrading the components does not require a reboot of the ObserveIT Application/Web Console
Servers, or the SQL server, or any of the computers running the Agent software.

During the upgrade process, no sessions are recorded. The installed Agents will not be able to
communicate with the ObserveIT Application Server during the time that is required for the actual
upgrade. In addition, each Agent that needs to be upgraded will not be able to record data.
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UPGRADING LARGE SCALE ENTERPRISES
When performing an upgrade for large scale enterprises, depending on the size of the database, a
number of prerequisites are required for the successful migration of data:

For very large enterprises, if the ObserveIT database size (ObserveIT and ObserveIT_Data) is
more than 1 Terabyte, it is recommended that you contact ObserveIT support to help you. The
following message is displayed:
Since you have a significant amount of data, please contact ObserveIT
support at: http://www.observeit.com/support to help you with the upgrade
process.

To upgrade an ObserveIT installation for a database size (ObserveIT and ObserveIT_Data) that is
less than 1 Terabyte, you must have additional disk space that is at least twice the volume of the
currently used disk space on your database disk drives. The additional disk space is required just for
the data migration period. It can be released by performing a DBA Shrink process (by a DBA) after
the migration has completed and the indexes have been rebuilt.
Note: It is highly recommended that you disable any DB maintenance jobs (such as, rebuilding
indexes) during the data migration process.
During the data migration process, only data that is already migrated will be available in the
ObserveIT Web Management Console. A message indicating the migration progress will be displayed
at the top of all the Web Management Console screens. When the upgrade has completed, a
message will be displayed in the User Risk Dashboard reminding you to restart the ObserveIT User
Analytics Service before you can view user risk data.
PREPARING WORKING BACKUPS
The upgrade process should complete without any issues. However, because upgrading the ObserveIT
Database involves changes to the data, it is very important that you have a valid and working backup
before you begin the upgrade process.
Note: Although Active Directory will NOT be changed in any way during the ObserveIT upgrade
process, it is a critical component of the customer’s infrastructure, and it is vital that a working backup
is available.
A valid and working backup is required for the following components that are being upgraded:

System State backup of the ObserveIT Web Console server, ObserveIT Application Server, and SQL
Server that hosts the ObserveIT databases, using a Microsoft-supported Windows Server backup
method/software.

Full backup of the SQL Server ObserveIT databases using a Microsoft-supported SQL Server backup
method/software.
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
It is recommended to make sure that you have a working and verified System State backup of all the
currently recorded endpoints for the process of installing the Agent software on them.
Important: If any of the above components are running as Virtual Machines, consult with your
virtualization software vendor for alternative backup methods, such as creating VM snapshots. Do not
assume that by simply running a VM snapshot you will be fully covered.
WORST CASE SCENARIOS AND ROLLBACK
In case something goes wrong during the upgrade process, you can revert to your backup. However, in a
worst-case scenario or in the case of a catastrophic event, if your backup does not work, you must be
prepared to install the ObserveIT Application Server/Web Console Server and/or SQL Server operating
system from scratch. Once reinstalled and configured to be members of the domain (if required), you
will need to install the ObserveIT application and deploy the Agents.
RISKS AND MITIGATION
Although the upgrade process itself makes no changes to the operating system, a failure of the process
may negatively impact a customer’s business requirements or deployment scenarios. Before you start
the upgrade process, it is highly recommended that you consider any risks that could impact a
customer’s requirements, and the steps that should be taken to mitigate these risks, where possible.
The following potential risks could occur after upgrading ObserveIT:

Failure to record user sessions on some monitored endpoints for a short time/indefinite time.

Failure to record user sessions on all monitored endpoints for a short time/indefinite time.

Failure to identify shared privileged accounts for a short time/indefinite time.

Failure to receive alerts and reports for a short time/indefinite time.

Failure to interact with 3rd-party tools such as ticketing systems and log monitoring systems for a
short time/indefinite time.

Failure to retrieve and replay recorded data for a short time/indefinite time.

Failure to record remote vendor access to monitored endpoints by using a gateway scenario for a
short time/indefinite time.

Loss of the entire recorded session database.

Temporary/prolonged failure to meet compliance and/or regulatory requirements during the period
of recording failures.
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To mitigate some of the above risks, the following steps should be taken before upgrading ObserveIT:

Make sure that no user(s) is connected to any monitored endpoint during the upgrade.

Use an SLA-calculated window of opportunity to perform the upgrade, when no remote vendors
may be impacted.

Notify privileged users of the upgrade process.

Make sure that you have working backups.

Disconnect remote vendor access before upgrading to prevent future connections.

On Terminal Endpoint/Citrix endpoints, make sure that all logged on users are disconnected and
logged off.
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PREREQUISITES FOR UPGRADE
In this guide, it is assumed that the ObserveIT Application Server and the Database Server reside on two
separate servers. If needed, they can reside on the same machine, but in this case, you must consider
performance issues.
Note: Microsoft SQL Server 2008, 2012, 2014, and 2016 versions are supported. User Activity Profile is
not supported on Microsoft SQL Server 2008.
Before upgrading, make sure that the following prerequisites are met and that you have the relevant
information:

The Application Server and Database Server computers are members of the same Active Directory
domain.

The location of the ObserveIT installation folder.

Local or domain credentials with administrative permissions for the ObserveIT Application Server
and SQL Server.

Permissions to access the SQL Server database engine (SYSADMIN permissions).

Full network connectivity with no firewall restrictions between the components of the deployment,
or permissions to create the appropriate firewall rules to allow the requested traffic type.

Make sure that there is a change/maintenance window reserved for the changes that are required
for the ObserveIT deployment process, and that the upgrade will not be halted or postponed due to
a system freeze or other restrictions.
Note: Planned downtime is not required for the ObserveIT recorded servers’ Agent removal and
installation process.

In cases when alerts are generated during the upgrade process, to enable risky users and their alerts
to be updated in the User Risk Dashboard, it is recommended that you shut down the server-side
processes before starting the upgrade, as follows:
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1. Stop Microsoft Internet Information Server (IIS) on the machine running the ObserveIT
Application server.
2. Stop IIS on the machine running the ObserveIT Web Console.
3. Stop the ObserveIT Health Monitoring Service.
4. Stop the ObserveIT User Analytics Service.
5. Stop the ObserveIT Notification Service.
6. Stop the ObserveIT Activity Alerts Service.
7. Perform the upgrade making sure that all the components are up and running again; if not,
restart them.
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DOWNLOADING THE LATEST VERSION
1. You can download the application files containing the .MSI installers that are required for the
installation from: http://www.observeit.com/support/product_releases_download?download=1.
2. Copy the binaries to the ObserveIT Application server to C:\Temp.
3. Extract the content of the ZIP file to C:\Temp.
A new folder will be created. For example: “C:\Temp\ObserveIT_Setup_v7.0.0.23.zip”.
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OBSERVEIT ONE-CLICK UPGRADE
If the Application Server and Web Console reside on the same system and you are using ObserveIT
version 5.8.3 or higher, you can perform the ObserveIT "One-Click" upgrade.
The following steps describe how to run the "One-Click" upgrade:
1. Run the Setup.exe file as an administrator. This file can be found in the root folder which was
created when you extracted the setup files from the archive (see above screenshot).
After running the installer, the ObserveIT main installation screen opens.
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2. In the SQL Server section, enter the hostname of the SQL Server as well as the credentials to be
used to access the SQL server.
3. In the License section, select the Upgrade option.
4. Agree to the Terms of Service, and then click Install.
5. After the upgrade process begins, you will be prompted to enter the Upgrade Activation Key.
6. To generate the key, copy the text that appears in the Upgrade Activation window and send it to
licenses@observeit.com.
7. When you receive the key by email, paste it in the text box area, and click the Activate button.
Note: If you cannot obtain the key at this time, click Cancel to abort the upgrade process. No
changes will be made to the application or in the database.
The installation process first upgrades the ObserveIT Database, followed by the ObserveIT Web
Console and Application Server components, and finally, the ObserveIT Agent that was installed on
the same machine as the one that is used to run the installation.
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8. After the installation has completed successfully, click the Close button to close the Installer.
After closing the installation window, the ObserveIT Web Console opens automatically (or you can open
it manually by clicking the here link).
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IMPORTANT NOTES ABOUT UPGRADE

If you are upgrading to ObserveIT version 7.0.0 or higher, and if the Website Categorization module
is not already installed, you will receive an option during upgrade to install it. After clicking Install
during the One-Click Upgrade, the following window automatically opens, displaying information
and requirements about the Website Categorization Installation.
When the test of connectivity to the server has completed successfully, a message is displayed.
If you do not want to continue with the installation of the module, click Do Not Install Website
Categorization. To continue with the installation of the module, click Next.
Upon successful installation of the module, ObserveIT - Website Categorization is
included in the summary of the installed components:
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
From ObserveIT version 6.6.1, Secure (HTTPS) is selected by default in the Web Console section. This
means that the Web Console is automatically configured to work with the secure HTTPS protocol
using a self-signed certificate during installation. If you want your upgraded installation to work in
HTTP mode, you will need to uninstall the older ObserveIT version and install the new version in
HTTP mode. You can do this by deselecting the Secure (HTTPS) check box.

From ObserveIT version 6.0, if the Full Text Search (FTS) utility of Microsoft SQL Server is not already
installed, you will receive a prompt during upgrade. If you want to install the FTS module after
completing the upgrade, click Yes to execute a script that will initialize the database to use the
module. Click No to abort the upgrade.

To upgrade some or all installed Agents, you will need to manually perform an Agent installation on
all the monitored endpoints and workstations.

Upgrading the components does not require a reboot of the servers, but will result in a temporary
loss of recording during the upgrade process.
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VERIFYING THE INSTALLED VERSION
You can verify the latest installed version of ObserveIT in the Web Console by selecting About from the
Help
menu in the upper right corner of the Web Console.
In addition, the Deployed Agent Versions portal (located at the top of the Admin Dashboard of the
ObserveIT Web Console) displays the current Agent version number and the number of Agents running
the latest software and earlier software versions. This enables you to easily identify whether the
upgrade was successful and what is the main software version that you are working with (that most of
the Agents are running).
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UPGRADING AGENTS
Following upgrade of the ObserveIT Application Server, Web Console, and Database Server components,
you can upgrade the ObserveIT Agents, as required. Please refer to the ObserveIT Product
documentation for instructions on:



Upgrading Windows Agents
Upgrading Unix/Linux Agents
Upgrading Mac Agents
MANUALLY UPGRADING OBSERVEIT COMPONENTS
If the Application Server and Web Console reside on separate systems, you will need to perform a
manual upgrade for these components.
For instructions on how to do this, please refer to the following topics in the ObserveIT Product
Documentation:

Manually Upgrading the ObserveIT Database

Manually Upgrading the ObserveIT Web Console and Application Server
If required, you can also contact ObserveIT support for help.
VERIFYING SUCCESSFUL USER ACTIVITY RECORDING
After successfully upgrading the server-side components of ObserveIT and at least one Agent, you can
begin using ObserveIT to record and replay user sessions on the monitored endpoints.
For detailed information about viewing and replaying recorded sessions, please refer to the Product
Documentation User Guide.
The following steps provide an overview of how to verify user activity recording and replay:
1. Log on to one of the monitored endpoints.
2. Perform some actions such as opening one or two applications, typing some text in a Notepad
window, running some commands in a Command Prompt window, and opening one or two Control
Panel applets.
3. Log off from the monitored endpoint.
4. On the ObserveIT Application Server, open the ObserveIT Web Management Console by typing
http://localhost:4884/observeit in a browser window (IE, Chrome, or Firefox).
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Note: 4884 is the default port for the Web Console. The port should be changed if you are using a
different port in your configuration.
If SSL encryption is enabled on the ObserveIT Web Management Console website, use the
following URL format: https://FQDN-of-ObserveIT-server/observeit
For example: https://oitapp.oit-demo.local/observeit
5. Log on using the admin user and the password you configured.
6. Use the Endpoint or User diaries to find the recorded session (for details, refer to
http://documentation.observeit.com/#viewing_recorded_user_sessions.htm).
7. Expand the session (by clicking the
actions you performed in Step 2.
icon on its left) and review the textual transcript of the
8. Replay the recorded session by clicking the Video
icon next to the session.
9. Close the browser window.
TROUBLESHOOTING THE INSTALLATION
If you experience issues when installing the server-side components or the Agents, note that the
ObserveIT installation program generates a detailed textual transcript of all the installed components. In
addition, each of the setup programs generate log files with detailed information about the progress
and results of each installation process. If you experience a problem when installing the product,
ObserveIT support may ask you to send the contents of specific files to assist in troubleshooting. Some
of the files are stored in the setup directory; others are in the subdirectories under the
%systemroot%\Program Files\ObserveIT\ folder.
When you buy the ObserveIT software, you are entitled to receive support from the ObserveIT support
team. When contacting support, it is recommended that you copy the textual trace files and provide as
much information about your system as possible. For guidelines, refer to the Microsoft Knowledge Base
article: Suggestions for asking a question on help forums.
Send the information to the ObserveIT support portal at http://www.observeit.com/Support.
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