This article lists all the frequently asked questions regarding the hosted upgrade processes.
Jive will perform a limited Smoke Test of the environment. Because of the many different ways our customers use Jive we do not perform an exhaustive test of the upgraded environment. Jive will browse to both the Jive URL and the Admin Console to ensure they both load. We will also verify that all plugins are installed and not displaying any errors in the admin console. Customers are expected to verify that all UAT (User Acceptance Testing) is complete before the production instance is upgraded.
Unfortunately, there is no read-only setting in Jive.
Yes! You can set a custom Maintenance page by using the Jive Cloud Admin Tool. For more information please read Customizing the Maintenance Page Message.
You need to reach out to your Account Manager/Executive for scheduling the upgrades as per Planning a Jive Hosted Instance Upgrade. They will then help you in coordinating the upgrade efforts with the Professional Services team who will perform the upgrade.
Please include the following details in your request to expedite the experience:
- The exact version you wish to upgrade to.
- Details of your Jive instance that you would like to upgrade.
- The desired timeframe of the upgrade. We will try to accommodate it on the best effort basis.
Professional Services engagement may incur additional costs subject to the terms of your contract and any ongoing Professional Services arrangements. Your Account Executive/Manager will be able to assess your individual requirements and answer this question.
A copy of the database will be taken, but we are unable to rollback from an RPM upgrade. For this reason, it is important to review the documentation for the target version to make sure you are prepared to move forward with the upgrade. If you have a local development environment it is advised that you perform the upgrade there before requesting Jive to upgrade your UAT site.
Most customizations will require an update in order to be compatible with a new version of Jive. We recommend testing customizations against the new version of Jive in a development environment before deploying.
Yes, this is accomplished by submitting a separate case in the Jive Community requesting a Prod to UAT Data Refresh. It is a good idea to have this completed prior to upgrading UAT and on average takes about one week.
Yes. The entire process can take anywhere from 30 minutes to several hours or more, depending on the database size. Most communities are within the 1-2 hour range.
It is Jive Hosting's policy that we will NOT deploy custom code. We can leave the site in maintenance mode after we have completed our upgrade tasks to allow you the time needed to deploy and test your custom code.
During Major Upgrades we create new environments to support the newer version of Jive. To roll back an upgrade we simply start the old site and revert DNS to direct traffic to the original site. However, any data created on the new environment will not be transferrable to the old instance.
Yes, SAML settings will be carried over in the Test-Run. However, you will have to configure your IDP to allow the new site access.
No, this happens due to local caching on the server. Please create a case stating that your users have incorrect avatars and a Hosting Engineer will address it for you.
If you are using the Jive recommended DNS configuration (CNAME) there will be no change required to DNS required. If you are using an A record, you will need to make a change. If you are unsure of your configuration you can submit a support case and we can determine your configuration type.
Jive cannot control DNS propagation but we do take steps to minimize the amount of time required to propagate the change. Before the upgrade starts we modify the Time To Live (TTL) DNS setting for your environment. For most providers this configuration change will allow systems to be updated by the time the upgrade tasks are complete. Some providers do not honor this configuration change which can results in a delay in the propagation. Typically this is an edge case, but should be taken into account for external communities with a more diverse geographical user base.
No, Twistage libraries cannot be shared between environments. During test-runs it is expected that videos will not work properly due to licensing restrictions. If you have purchased a separate Twistage library for your UAT site, we can re-configure your UAT library for your Test-Run site upon request.
Yes. As part of the Hosting process we will open a case to coordinate this changeover, prior to Go-Live. For more details on how SSL is affected during upgrades, refer to the Important Notes section of the article Major Upgrade Process Part Three: Go-Live.
Yes. However, you will need to ensure your firewalls allow access from the new servers once it is added to you existing VPN. Hosting will create a case to add the new site to your existing VPN.
By default, yes. If you use full email addresses for LDAP/SSO and do not wish for this to be done simply make a request in your upgrade case and the Hosting Engineer will skip this step.
No. We remove outbound SMTP servers during the Test-Run process to prevent unintended emails from being delivered during testing. If you would like email to be configured on your Test-Run site you can work with the engineer assigned to your Test-Run to enable that functionality.
Yes. For more information, refer to the Important points to note section of the article Major Upgrade Process Part Three: Go-Live.
Yes. Any custom settings you have made to the pre-live site will need to be re-applied during Go-Live as we drop all the databases. System settings and customizations can be re-applied after Hosting has completed their steps while the site is still in maintenance mode.
No, we are not able to turn on the previous site once the Go-Live cutover is complete. Should you require it, you can request a database dump from the previous production site prior to Go-Live, and restore it locally.