Troubleshooting Upgrade or Installer Issues

If you encounter problems that you cannot troubleshoot or resolve using the information in the following table, contact Parallels Pro Control Panel for online support (http://www.parallels.com/en/support/ensimpro/). You may also refer to the log file /var/log/Parallels Pro/installer.<version>.<release>-<upgrade-attempt>.log to review the list of successful and unsuccessful events recorded during the upgrade.

Symptom	Description	Solution
When you run the command, `"hostname"` the value `"myhost"` is returned by the command instead of `"myhost.mydomain.com"`.	The host name of the server is incorrect.	Check the file `/etc/sysconfig/network`. The host name must be a fully qualified domain name. See the following example. Incorrect: `myhost` Correct: `myhost.mydomain.com`
During upgrade, the following message is displayed: `check_hostname <FAILED>`	The host file is incorrect.	The file `/etc/hosts` should contain the host name and IP address of your server (see the following example). If it does not, use an editor to modify the file. Example `---/etc/hosts begin file--` `127.0.0.1 localhost.localdomain localhost` `1.2.3.4 myhost.mydomain.com myhost` `---/etc/hosts end file--` where `1.2.3.4` is the IP address of `myhost.mydomain.com`
Unable to connect to Parallels Pro Control Panel FTP server.	Failed to download the metadata from ftp.parallels.com. Error initializing setup.	Ensure that your server is connected to the Internet.
Cannot download or install updates.	Error downloading/installing updates.	The error log contains a list of all the updates that could not be downloaded. Download these updates and install them on the server before re-starting the server to upgrade Parallels Pro Control Panel.
Cannot download Parallels Pro Control Panel.	Error downloading Parallels Pro Control Panel.	Ensure that your server is connected to the Internet.