Tealeaf provides automated, tested and documented software upgrades to ensure you have the most up-to-date features and functions. However, if the product development team discovers a problem with a product or component before a scheduled upgrade, it might release a fix to the problem in the form of a software patch.
When an upgrade is not the appropriate way to address an issue with the product, the Tealeaf development team can provide a software patch. Software patches are tested against the most recent version of Tealeaf and might not have been tested against the build you are currently running. For this reason, it is important to manage the patch process, providing for testing, rollback, and tracking of software versions in your installation environment.
Software patches contain fixes to problems that can be applied without having to perform a product upgrade.
Contact Support for information about applying patches to Tealeaf CX Passive Capture Application, Tealeaf CX UI Capture components, and Tealeaf tl-RTV.
Manage Tealeaf patches
If you have not done so, you should create a means of storing the original files that have been patched in a location outside of the Tealeaf install directory.
This location should be part of any regular backups that are performed for the Tealeaf system.
- Download the software patch from the Client Success Portal for Tealeaf.
You need a user ID and password to access the Client Success Portal for Tealeaf.
- Create a directory on a server that is not one of the Tealeaf servers and name it
Experience Analytics Patches. - For each patch:
- Create a sub-directory with a date stamp and the issue that is being fixed.
You might include the Customer Support Case number if applicable. For example,
100421 SR00010531 - Within the directory, create the following sub-directories:
- doc
- patch
- backup
- Create a sub-directory with a date stamp and the issue that is being fixed.
- Save the instructions and any case history that is applicable into the doc directory.
- Unzip the patch into the patch directory.
- Complete the installation instructions.
You can now install the patch or patches.
Install Tealeaf patches
The procedure for installing Tealeaf patches as documented here can be applied to most patches.
Before you begin, verify that you are logged into the server with an account that has write authorization to the directories to which the patch files are to be applied.
When copying the patch files to the Tealeaf directory, never rename files in the directory unless explicitly told to do so.
If you have not already done so, set up your patch management directories.
In some instances customers are given instructions that are specific to a particular fix. In such cases, follow those instructions rather than the instructions documented here.
If you have questions about the procedure for applying a patch, contact Support.
To install an Tealeaf patch:
- Unzip the patch into the patch directory.
- Depending on the type of patch, you might have to stop any Tealeaf service effected by the patch.
If you do not know whether you need to stop the Tealeaf service, contact support.
- Create a backup (copy) of the files that are being patched from the affected sever(s) and place the files in a backup directory.
Note: Do not remove the corresponding files from inside the Tealeaf install directory.
- Copy the files in the patch directory to the appropriate destination(s) inside the install directory.
Keep the following things in mind when copying the patch files to the Tealeaf Portal directory:
- Never leave copies of files in the directory or in any sub-directories.
There should be only one copy of each file in the directory tree.
- When replacing a file in the Portal directory tree, make the backup and then directly replace the file being patched.
Note: In some cases, you may be adding a new file to the directory.
- If you are installing in Windows Server 2008, you might have to unblock files before the operating system permits them to run.
Right-click the file and select Properties... and deselect the Block option.
- Never leave copies of files in the directory or in any sub-directories.
- Restart any services that you stopped as part of the patch process.
- If you are patching the Tealeaf Portal, you must complete the following additional steps:
- Restart the Data Service through the Windows Services Control Panel on the Portal server.
- Perform an IIS reset at the command line of the Portal server.
You are now ready to verify that the patch was applied successfully.
Be sure to check the logs for any error messages, if one or more Tealeaf components have been restarted.