Troubleshooting System Update Issues

No Update Offered

Symptom: The Atlas Status page in Dermi Atlas Manager shows no Atlas Update Available card, although a newer release exists.

Solutions:

1. One release at a time: Updates install one release after another. After an update finishes, Atlas Manager offers the next release, if there is one.
2. Connection: Checking for updates needs an internet connection and Docker running. Check that a firewall or proxy does not block releases.dermi.ai on port 443, then open the Atlas Status page again.
3. Atlas Manager first: When an Atlas Manager update is also available, the card shows Step 1: Update Atlas Manager and Step 2: Update Atlas, and Begin Atlas Update becomes available once Atlas Manager has been updated.
4. License: "An active license is required to update Atlas." means the license needs attention; see Troubleshooting Licensing and Subscription Issues.

Atlas Manager Update Required

Symptom: The Requirements step of the update shows Atlas Manager Update Required.

Solutions:

1. Select Download Update in the box, then Restart and Install, or download the latest Atlas Manager from the Dermi Portal. Start the Atlas update again afterward.
2. On macOS, a system prompt may ask to allow Dermi Atlas Manager to access files or data from other apps during the update. Select Allow.
3. If the box reads "Atlas Manager X is installed; this release needs Y or newer.", select Clear Cache on the Administration page, then quit and reopen Atlas Manager.
4. If the box reads Incompatible Atlas Manager Version instead, contact Dermi support.

Update Stops Before Anything Changes

Symptom: The update ends under "Could not update Atlas" with one of the messages below. Atlas stays on the installed version, unchanged.

• "This computer does not meet the requirements." followed by the unmet requirements. See Troubleshooting Docker and System Requirements.
• "Atlas could not be updated: the update is not compatible with this installation. Contact support." Contact Dermi support.
• "Docker could not read the release files. Run the update again." Quit and reopen Docker Desktop, then run the update again.
• "The last restore did not finish, so Atlas holds incomplete data. Restore a backup first." See Troubleshooting Backup and Restore Issues.

Backup or Disk Space Check Fails

Symptom: An update whose Details step reads "This update requires a backup." stops while creating or checking that backup. Atlas stays on the installed version and runs as it did before.

• A backup message, such as "Not enough free space for the backup: X needed, Y available." Free the space the message names, then run the update again.
• "The backup created before the update is missing. Run the update again." or a message beginning "The backup could not be verified:". Run the update again, which creates and checks a new backup. If the same message returns, send diagnostics to Dermi support.
• "The Docker disk has" or "The drive that holds the Docker data has" followed by the space needed. The data of the installed version is kept until the next update, so the Docker disk needs room for a second copy. Apply the remedy at the end of the message, then run the update again.

Message Contains "Atlas was returned to version"

Symptom: An update that required a backup ends under "Could not update Atlas" with the reason it stopped, followed by "Atlas was returned to version" and the version installed before the update.

Solutions:

1. Atlas is back on that version, with its data as it was before the update. Address the reason the message names first, for example the internet connection or a download message such as "Could not download" followed by a component name, then run the update again from the Atlas Status page. For a reason ending in "Docker rejected the image.", quit and reopen Docker Desktop first. The new run creates a new backup.
2. If the message continues with "but its data was not found in Docker. Restore a backup in Backup Management.", restore the backup labeled Pre-Update in Backup Management.
3. If "Atlas was returned to version" is followed by another reason, Atlas did not start. Address that reason and select Start in the Atlas Control card.

Message Begins "Atlas could not be returned to version"

Symptom: The update ends with "Atlas could not be returned to version", a reason, and an instruction such as "Run the update again."

Solution: Address the reason first, for example the internet connection, Docker, free disk space, or "The Atlas Manager data folder could not be written to.", which asks to check the permissions of that folder. Then select Retry and start the update again. That run returns Atlas to the version named in the message, as described in the next section.

"The last update did not finish."

Symptom: An update that required a backup stopped part way, for example because the computer restarted, Docker stopped, or Atlas Manager was closed. Start and Restart are refused with "The last update did not finish. Run the update again.", and creating a backup, restoring in Backup Management, and uninstalling are refused with messages that begin the same way.

Solutions:

1. Select Begin Atlas Update on the Atlas Status page. The Details step lists "The last update did not finish" and "This run returns Atlas to version" with the version installed before the update.
2. Select Start Update. With an internet connection, Atlas Manager returns Atlas to that version, even when the newer version was already installed. The run ends under "Could not update Atlas" with "The last update did not finish. Atlas was returned to version" and the version.
3. Select Retry to run the update again from the beginning, with a new backup. The update is downloaded again.

Two variants need a different step. "The last update did not finish. Contact support." is sent to Dermi support. "The last update did not finish. Restore a backup to install Atlas." is resolved with the Restore Backup option of the installation wizard.

Update Fails After "Create Backup Before Updating"

Symptom: An update that did not require a backup ends under "Could not update Atlas" with one of the messages below.

• The message ends with "Uninstall Atlas, then restore the backup created before the update from the installer." Select Begin Uninstall on the Administration page, then install Atlas with the Restore Backup option and choose the backup labeled Pre-Update. Backing Up and Restoring Dermi Atlas Professional describes the restore.
• The message ends with "No backup was created before this update." Send diagnostics to Dermi support from the failure before taking any other step.

Keeping Create Backup Before Updating turned on keeps a way back; with it off, the Details step notes "Without a backup, the update cannot be rolled back".

Related Articles

• Troubleshooting Atlas Installation and Start Issues for Atlas Manager closed during an operation
• Troubleshooting Dermi Atlas for sending diagnostics to Dermi support