Would anyone be able to provide a walkthrough on troubleshooting Confluence v6.7 restoration?
Asked by Rehnuma Noor:

Hello,

I attempted to upgrade Confluence from 5.4 to 6.0 and then 6.0 to 6.7 but the latter upgrade had failed. Unfortunately, I can't go back to reinstall from the start because SQL server had to be upgraded to comply with the supported platforms for Jira upgrade at the same time.

Below is the error message I receive:

![Confluence 6.7 Restoration Failure.png](/t5/image/serverpage/image-id/16516i4159564EB2811EBA/image-dimensions/715x453?v=v2 "Confluence 6.7 Restoration Failure.png")

I have tried going through the logs and following troubleshooting guides but it's gotten a bit overwhelming for me as I've been handling both Confluence and Jira. Any workaround or guidance would be appreciated.

Thank you,

Rehnuma


Answers:
author: Rehnuma Noor
body: Hello again,

If there is anything I can provide to speed up the resolution of this issue I'd be happy to do that. I'd like to have this resolved as soon as possible because I'll be migrating to production next weekend.

Thank you.

comments: author: AnnWorley
body: Hi Rehnuma,

I opened a support request for you so we can take a closer look. Please stand by for an email from our portal.

Thanks,

Ann


author: Rehnuma Noor
body: Thank you, Ann. Appreciate the help.


author: AnnWorley
body: My recommendation is to restore the database and home directory to the last working version (6.0?) and then follow [Upgrading Confluence](https://confluence.atlassian.com/doc/upgrading-confluence-4578.html). Please note from the doc I linked:
> XML backups should not be used to upgrade Confluence.

comments: author: Rehnuma Noor
body: Hi Ann,

Thanks for you quick feedback.

I tried that method but when I loaded the database with the backup my admin rights were removed. I attempted the same on 6.7 but I get the same results. Any idea how I can get the rights enabled again?


author: AnnWorley
body: If I understand correctly, it is your Confluence admin permissions and not your database permissions you are asking about. If so, we are in luck. If you completed the upgrade to Confluence 6.7, you may use recovery mode to gain access as described in [Restore Passwords To Recover Admin User Rights](https://confluence.atlassian.com/doc/restore-passwords-to-recover-admin-user-rights-158390.html)

If you are on 6.0 you may regain access by running the SQL queries on this page - same title, different content: [Restore Passwords To Recover Admin User Rights](https://confluence.atlassian.com/conf60/restore-passwords-to-recover-admin-user-rights-852732163.html)

Please check your \<confluence_home\>/logs/atlassian-confluence.log for entries related to whether the upgrade ran into errors. It's a good practice after upgrading.

I look forward to your next update.


author: Rehnuma Noor
body: I've tried running the steps for the logging in with the recovery admin but for some reason the bat file to start Confluence doesn't work. The prompt window flashes for a second and disappears.


author: Vickey Palzor Lepcha
body: Rehnuma - have you installed Confluence as a service ? If so, check if the Service is stopping/starting properly.


author: Rehnuma Noor
body: Hi Vickey,

The application is installed as a service.

I followed the steps to enable the recovery admin login and restarted the service. Upon attempting to login I am bounced back with this error:

"Log In - Confluence

* Sorry, your username and/or password are incorrect. Please try again."


author: Vickey Palzor Lepcha
body: Are you sure your credentials are fine ? :p


author: Rehnuma Noor
body: Absolutely positive. I have admin rights on our current production version of Confluence. So not sure why this would happen. Unless the process is overwriting my credentials in the database.