Failed to upgrade ArcGIS Monitor from 2024.1 to 2025.0

[AnasKanaan]

Hi There,

we have an issue when attempting to upgrade ArcGIS Monitor Server from version 2024.1 to 2025.0. the installation wizard went through as well as the licensing no issue at all but we have noticed that the application server which runs 30443 is not running at all even though the windows service is running. 

I do not really find a way to troubleshoot this issue. 

All the feedbacks are appreciated
//Anas

[AnasKanaan]

When running ./arcgis-monitor-server.exe --serve via powershell i am recieving 

Error: Command failed: for /f "tokens=2 delims=:" %a in ('nslookup 19xx.1xx.200.8 ^| findstr /B Name:') do @echo %a
*** dns.google can't find 19xx.1xx.200.8: Non-existent domain

at execSync pkg/prelude/bootstrap.js:2115

⁃ Module._compile
pkg/prelude/bootstrap.js:1930

[anasga_81182]

more logs 
2025-07-03 13:29:38,400 DEBUG - Starting WinSW in service mode
2025-07-03 13:29:38,519 INFO - Starting E:\Program Files\ArcGIS\Monitor\\bin\arcgis-monitor-server.exe --serve
2025-07-03 13:29:38,539 INFO - Started process 9852
2025-07-03 13:29:38,555 DEBUG - Forwarding logs of the process System.Diagnostics.Process (arcgis-monitor-server) to WinSW.IgnoreLogAppender
2025-07-03 13:29:39,694 ERROR - Thread failed unexpectedly
WinSW.CommandException: Failed to open the service control manager database. Access is denied.
---> System.ComponentModel.Win32Exception (5): Access is denied.
--- End of inner exception stack trace ---
at WinSW.Native.Throw.Command.Win32Exception(String message)
at WinSW.Native.ServiceManager.Open(ServiceManagerAccess access)
at WinSW.WrapperService.SignalStopped()
at WinSW.WrapperService.<>c__DisplayClass31_0.<StartProcess>g__OnProcessCompleted|0(Process proc)
at WinSW.Util.ProcessHelper.<>c__DisplayClass5_0.<StartProcessAndCallbackForExit>b__0()
at WinSW.Util.ProcessHelper.<>c__DisplayClass6_0.<StartThread>b__0()

[CodyPatterson]

Hey @AnasKanaan 

From the errors I'm seeing, this appears to be a DNS resolution issue and a Windows control manager issue. The message that it cannot find the address is concerning, I'm assuming this is 192.168.200.8, but if the x's were not entered by you, then that could be an issue!

The service control manager database should be able to be accessed, it being denied is interesting. Would you be able to confirm that the real IP address does not have x's and also would it be possible to run the service using a domain or local administrator account? That may resolve the access issue.

If you'd like, I can guide you through doing some of these, but wanted to check on this first!

Cody

[AnasKanaan]

Hi Cody,
It is me who masked the IP Address so the ip address is not an issue. the Server is stand-alone and not a part of a domain. I have tested adding the account to the administrator group and even tested running the service as a local system. still having the same issue
//Anas

[StevenBeothy]

I just replied to another user with two issues I came across when deploying 2025.0 ArcGIS Monitor on a client site. Can you check if one of these may be your issue as well and report back if it is the case?

Reverse DNS Lookup (PTR Record) Issue and/or gMSA Issue

[anasga_81182]

Thanks Steven, 
It is really an interesting observation. I have noticed that running via powershell stopped when it tries to nslookup the ip address to a domain name. but did not imagine that it will stop running the application server. as the monitor server is not a part of the domain that means we need to configure the server with a reverse lookup zone. which is not really mentioned in the documentation as far as i know. 
will try to fix it and come back to you with the results. Thanks for the heads up. 
This needs to be raised either as a requirement in the installation/upgrade requirement or it is a bug as this was not needed before.
//Anas

[StevenBeothy]

Agreed, I have notified the ArcGIS Monitor team about these issues and if you or others confirm either of these fixes worked as well I'll get a bug report logged with Tech Support.

[DerekLaw]

All,

In ArcGIS Monitor 2025, we’ve identified a regression in the DNS lookup logic run in AM Server and AM Agent when they boot up. We’ve seen this manifest in certain environments with no DNS available or under certain DNS lookup/name resolution configurations.

We understand this is a critical issue and we are working on a fix to address this issue ASAP.

[AnasKanaan]

Hi Steven,
Configuring a DNS server with a reverse DNS lookup at the same server where Monitor is installed has solved the first issue but unfortunately, i have now another issue with the database this time
{"id":137472,"level":"warning","message":"ArcGIS Monitor database is not ready","timestamp":"2025-07-04T08:30:02.347Z","code":"E_DATABASE_STATE","process_id":null,"resource":"api:/arcgis/admin/security/agents/ping","details":"The database is not ready, Database schema not up to date","trace_id":"cmcok0gg1l5by08nrcohfb904","client_ip":"192.168.200.6","machine":"MonitorSrv","username":null,"elapsed":0,"payload":null}

When running the debuger via powershell 
PS E:\Program Files\ArcGIS\Monitor\bin> .\arcgis-monitor-server.exe -serve
I am just getting this
╭────────────────────────────────────────────╮
│ node ace --version │
│────────────────────────────────────────────│
│ │
│ App version: 2025.0.0+856 │
│ Framework version: 5.9.10 │
│ Assembler version: Not Installed │
│ │
╰────────────────────────────────────────────╯
I can not try to reconfigure the database at all as the database section under the system is just loading
when checking the web browser request  url : https://FQDN/arcgis/admin/database/status - the response is 502 bad gateway

The issue with the database repeats itself with every upgrade seems to be. Really frustrating. 

//Anas