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Upgrading from Spok Mobile 4.0 to 4.5

This document describes how to upgrade from Spok Mobile 4.0.5 to 4.5.

Before You Begin

  • Download the CCS 1.9 installer and bootstrapper on both the Care Connect (Platform) Server(s) and the Spok Mobile Server(s).
  • Prepare all required prerequisites on the Platform Server and the Spok Mobile Server according to Spok Mobile and Care Connect documentation.
  • Ensure that you have an SSL certificate ready and imported to the Platform Server. For more information, see Configuring SSL Certificates, as well as the section Importing a Certificate in the article Configuring HTTPS Support.
  • Install the APNS certificates to the Message Broker folder. This directory is usually located in Local Disk (C:) > inetpub > wwwroot > AMC > MessageBroker.
  • Add the following Windows Firewall rule in Control Panel > Windows Firewall > Advanced settings > Inbound Rules.
    • Allow connections on port 1433, to which SQL Server will connect.
  • Disable Internet Explorer Enhanced Security.
  • Synchronize server times. All Care Connect Suite server dates and times must be synchronized with the network's time. Each server must also be synchronized with the rest of of the Care Connect Suite servers. If the Spok Mobile server has a different time than the network to which the Spok Mobile devices are connected, time discrepancies can occur. In this situation, the times that are recorded on the server and those that display on the Spok Mobile clients would be different. To ensure that times are accurately represented on both the server and devices, synchronize the times on both.
  • Run the following commands to configure Windows Firewall:
    netsh advfirewall firewall add rule name="Spok - Mobile Ports (QA)" dir=in action=allow protocol=TCP localport=80,8090
    netsh advfirewall firewall add rule name="Spok - Mobile Ports" dir=in action=allow protocol=TCP localport=443,8091

The old Spok Mobile Server and the 4.5 Spok Mobile Server have the same DNS name but different IPs. After the upgrade, the DNS is updated to point to the IP address of the new server. If devices have issues with requests to Spok Mobile failing, restart the Wi-Fi and the devices will reconnect.

Before you begin the upgrade, make sure you have a backup of the existing database(s) and the certificate that will migrate with the databases to support the encryption.

Removing Existing Database Registrations: 4.5-Compatible Database Server

Before you upgrade the system, remove the existing customer registrations from the following tables in the  AmcomAmcPremiseCore database (SQL Server|AmcomAmcPremiseCore|Tables) before upgrading the system:

  • Registrations (dbo.Registrations)
  • License (dbo.License)
  • REGISTRATION_FEATURE (dbo.REGISTRATION_FEATURE)
  • Devices (dbo.Devices)

These existing registrations should be removed because when upgrading, the migration in the installer checks the registrations and because the registrations are found in the old database but not in the new database (AmcomMeta database), they are migrated again so these records re-appear in the Premise system.

This section is only required if these tables have not already been cleared.

Migrating a 4.0, 4.2, or 4.4 Database

Databases that are on SQL Server 2008 or 2012 must be migrated to 4.5-compatible SQL Server 2014 or 2016. If the database being upgraded is already on Spok Mobile 4.5-compatible version, there may be no need to migrate the database because the server will be reused in the upgraded environment. The following procedure aims to minimize downtime during upgrades that require a database migration. In the first part of the procedure, backups are created while the services are operational. 

  1. Locate the SQL Scripts, available with the CCS 1.9 installer installation media.

  2. Log into  the existing SQL Server (where the Spok Mobile database is deployed.)

  3. If the SQL Server is Enterprise Edition, execute 1_ExportCertificate.sql. If the SQL Server is Standard Edition, skip this step.
    This script will create the two certificates required for database encryption of an Enterprise Edition SQL Server.  When the script has been executed successfully, it will provide instructions for which files need to be copied and moved to the other server.

  4. Execute 2_BackupDatabases.sql. When the script has been executed successfully, it will provide instructions about which files need to be copied and moved to the other server.

  5. Log in to the new SQL Server for the 1.9/4.5 environment (2014 or 2016).

  6. Copy the two certificates (if applicable) and three backup files from steps 3 and 4 to the default SQL directory. If you do not know the directory, execute GetSQLServerDefaultBackupDir.sql to identify it.
    The following list of files will be transferred:

  • Spok_TDE_Certificate.cer (if Enterprise Edition)
  • Spok_TDE_Certificate_Key.pvk (if Enterprise Edition)
  • AmcomAmcPremiseCore.bak
  • AmcomCore.bak
  • AmcomMeta.bak
  1. If the SQL Server is Enterprise Edition, execute 3_ImportCertificate.sql. If the SQL Server is Standard Edition, skip this step.
  2. Execute 4_1_1_RestoreDatabases.sql 

At this point in the procedure, a partial restore of the database has been completed. Most of data has been restored on the new server. However, the database in not fully operational yet. The database is in the "Restoring" state. Perform the following steps to complete the database restoration/migration.

  1. Log in to the old 3.5, 4.0, 4.2, or 4.4 Application Server.

    WARNING: Steps and b below will take the server offline and initiate downtime.
    1. Stop the following Windows services:
      • Spok Mobile Adapter (if running)
      • Spok Mobile Services
    2. Stop IIS services.
  2. Execute 4_1_2_BackupDatabasesDifferential.sql on the old database server. This back up grabs any changes since the back up created in step 4 to the moment the services were stopped in step 9.Transfer the new backup files to the new Database server location.

  3. Execute 4_1_3_RestoreDatabasesDifferential.sql on the new 4.5 SQL server.

Installing the Care Connect Server

The Care Connect Server installation process for Spok Mobile With a Pager differs in important ways from the standard installation process.

Ensure that you have your XML license file ready before beginning the installation process. You must provide the license file at the end of installation.

The Care Connect Suite installer does not default to the previous Spok Mobile installation locations. If you are installing to an alternate location, such as the D: drive, select the desired install location the first time that you run the Care Connect Suite installer. After the initial upgrade using the Care Connect Suite installer, future upgrades should preserve the chosen install location(s).

The standard Care Connect Suite installation locations are:

  • C:\Program Files\Spok
  • C:\inetpub\wwwroot\Spok
  • C:\inetpub\wwwroot\AMC 

Before you begin the installation, run the following command from the Windows Server media to install certain required features manually:

C:\Windows\System32\dism.exe /NoRestart /Online /Enable-Feature /FeatureName:WCF-HTTP-Activation /all /FeatureName:IIS-ASPNET /all /FeatureName:IIS-NetFxExtensibility /all /Source:d:\sources\sxs

Running the Care Connect Suite Installer

Perform the following steps to install Care Connect by running the Care Connect Suite Installer.

  1. Navigate to the Spok Care Connect installation media, then right-click on Spok Care Connect Server.exe and select Run as Administrator.
  2. Select Install.
  3. If you are missing any prerequisites, the installer will notify you or install them now. If you are prompted to restart the computer, do so.
  4. When the Welcome to the Spok Care Connect Setup Wizard message appears, click Next to continue to the Custom Setup window.
  5. In the Custom Setup window, select only the Platform components for installation. Set all other components to "Entire component will be unavailable." Do not install the Web or Device preferences components. Click Next after you have made your selections.
  6. In the Database Configuration dialog, configure the available fields with the following information:

    If the Deploy Database option was not selected on the Custom Setup dialog, only the Server field will be available in the Database Configuration window.

    • Server—Enter the SQL Server name or IP address.
      If there is an instance, add a backslash and the instance name after the server name. For example: 10.25.22.33. Be very careful with your entry in this field when installing a mirror server during an upgrade. The Test Connection function does not test for the mirror server and will not catch errors in this field.

    • Database—Enter the name of the database that is being used in the new system. The field auto-populates the default name “master”. When you install Spok Mobile or Care Connect Speech, this field must always point to the Care Connect Suite database server.

    • Integrated Security—Select this option to use the current Windows user account to access the SQL Server database during installation. The Windows user account must have "sysadmin" rights.

    • Username—Enter the user name linked to the server. The username entered in this field must have “sysadmin” rights. For example: spokadmin. This user will be used during installation only.

    • Password—Type the password linked to the username. The password entered in this field must be linked to a user that has “sysadmin” rights.

  7. Click Test Connection to attempt to connect to the server database with the user credentials you provided. If the connection was successful, the Ready to install Care Connect dialog appears.

  8. In the Ready to install Care Connect dialog, click Install. The installer makes all of the necessary configurations to IIS and deploys the application directly to IIS.

  9. Click Finish when the installation is complete. The Setup Successful dialog will appear, but you will still need to import the license file.

Importing the License File

If you installed Platform components, the Import License page will automatically open in a browser at the end of installation. It may also appear when you access the administrative interface for the first time.

If the Import License page does not automatically display in either of these scenarios, or you need to access it to re-import a license file, you can access it at the following URL: http://IP_ADDRESS/Web/Public/Home/ImportLicense.

The license file for your tenant must be imported into the client system before you can sign in. After this file is uploaded to the client system, each client will have the appropriate permissions.

  1. Access the Import License page.
    You can access it at the following URL: http://IP_ADDRESS/Web/Public/Home/ImportLicense.

  2. Click Browse to search for the license file.
    Spok’s Maintenance department will provide this license file.

  3. Browse to the appropriate XML license file.
    The name of the XML file should include the tenant name. For example, if the tenant name is “ABCHospital,” the XML file that should be chosen might be named “ABCHospital.xml”.

  4. Click Upload to upload the XML license file.

  5. If the upload was successful, a success message will appear, which includes the username needed to sign in. Write the username down and click Finish.

Finalizing the Installation

  1. Log into the Administrative Interface by doing the following:
    1. Navigate to the Device Preferences home page at the URL IP_ADDRESS_OF_SYSTEM/DevicePreferences.
    2. Log in with your username and password.
  2. Configure your system settings by doing the following:
    1. From the Administrative Interface, navigate to Administration > System Configuration > Settings.
    2. Configure the settings as appropriate to your system. Many of the settings should already be populated.
  3. Log out of Platform Web, then log back in.
  4. Add the Web URL to Internet Explorer's list of trusted web sites.
  5. Import your certificate by doing the following:
    1. Open the Internet Information Services Manager, then double-click on Server Certificates.
    2. Right-click on the Server Certificates panel and select Import.
    3. In the Import Certificate dialog, click the ellipses button next to Certificate file (.pfx) to navigate to and open your certificate.
    4. Enter the certificate's password in the Password field.
    5. Leave the Select Certificate Store field set to Personal
    6. Select the Allow this certificate to be exported checkbox.
    7. Click OK.
  6. Set up HTTPS support by doing the following:
    1. Log into Platform Web on the Care Connect Server with the Support account.
    2. Click on Settings.
    3. In the IIS CONFIGURATION section, enter the following:
      1. In the Server Name field, enter the fully-qualified domain name for the server. 

        If you enter the server name incorrectly in this step, Care Connect will become inaccessible.

      2. Select the Enable HTTPS box.

      3. Select your certificate.

      4. Click Save to save the changes. HTTPS is now enabled.

  7. Log out of the Care Connect server.

  8. Reset IIS by opening a new command prompt or PowerShell instance and running iisreset.

At this point in the configuration, HTTPS support is enabled. Users should be able to open a browser and access the web application via https://[fully-qualified domain name]/Web or https://[fully-qualified domain name]/CareConnect.

If users attempt to navigate to the web application via http://[fully-qualified domain name]/Web or http://[IP or fully-qualified domain name]/CareConnect, IIS should redirect to the HTTPS address of the web site automatically.

If you have used a self-signed certificate, certain browsers will warn the user that the website is unsafe and will attempt to prevent the user from proceeding. This is normal and you can proceed. In most browsers, future visits to the same Web application should bypass the warning message and allow you to proceed. 

Configuring the Care Connect Server

Before you configure the Care Connect Server, ensure that the SSL certificates have been imported to the Platform Server. You will not be able to configure HTTPS until the certificates are in place.

For more information about configuring the Care Connect Server, see Configuring Required Care Connect Web/Device Preferences Settings.

  1. If using mirroring, set up a failover partner. For more information, see Setting up a High Availability Spok Mobile Environment.

  2. Log in to Platform Web.

  3. Navigate to the AdministrationEdit Settings page (See Configuring System Settings). 

  4. Under Web > IIS Configuration:
    • Update the Server Name field from localhost to the host name of the Platform Server name.
    • Select Enable HTTPS.
       
  5. Under Email > SMTP Settings, make sure the following fields are completed:
    • Host
    • Port
    • SMTP From
       
  6. Under Assets > Assets:
    • Update the Asset Directory Location field to point to the shared Asset folder.
  7. Save the changes.

  8. The Platform Server Name or IP page opens:
    • Select HTTPS.
    • Fill in the Platform Server name.
    • Click Save.

This page requires SMTP setting validation, so the SMTP server should be prepared prior to saving.

Installing the Spok Mobile Server for Spok Mobile With a Pager

The Spok Mobile Server installation process for Spok Mobile With a Pager differs in important ways from the typical installation process. Follow the instructions below carefully and note the differences where they appear.

The Care Connect Suite installer does not default to the previously-installed Spok Mobile installation locations. If installing to an alternate installation location, such as the D: drive, select the desired install location the first time the Care Connect Suite installer is run. After the initial upgrade using the Care Connect Suite installer, future upgrades should preserve the chosen install location(s). The standard Care Connect Suite installation locations are: C:\Program Files\Spok, C:\inetpub\wwwroot\Spok, and C:\inetpub\wwwroot\AMC

If you install Spok Mobile 4.5 on a new/different server from the one used previously, you will need to upload the license used for the previous Spok Mobile version environment again following the 4.5 installation.

If you are upgrading a Smart Suite-integrated Spok Mobile 4.0 or 4.2 environment, you may need to complete an extra step to allow you to update the database connection information. This needs to be updated before you can log into the administrative interface to perform configuration steps. See Updating Database Connection for a Smart Suite-Integrated Spok Mobile Environment Upgrade for details.

To install the Spok Mobile Server, do the following:

  1. Run the following command from the Windows Server media to install certain required features manually:
    C:\Windows\System32\dism.exe /NoRestart /Online /Enable-Feature /FeatureName:WCF-HTTP-Activation /all /FeatureName:IIS-ASPNET /all /FeatureName:IIS-NetFxExtensibility /all /Source:d:\sources\sxs
  2. Install the Spok Mobile Server. Follow the instructions in Installing Spok Mobile Services, with the following exceptions:
    1. When selecting components to install, install only the Mobile components, and set all other components to "Entire component will be unavailable." Under the Mobile components, do not install the "Configure Spok Notification Framework" component.
    2. Disregard the sections Importing a License File and Updating the Application Pool Identity.
  3. Log into Spok Enterprise Administration. For more information see Accessing Spok Enterprise Administration.
  4. Configure the Spok Mobile Server. For more information, see Changing Spok Mobile Configuration Settings. Many of the values on the Edit Mobile Configuration screen will carry over from the previous server.
    1. Confirm that the correct Hosted and Mobile Server Names are correct. The Mobile Server Name might carry over as localhost.
  5. (Optional) Configure devices. For more information, see Configuring Devices.
  6. (Optional) Configure device groups. For more information, see Configuring Device Groups.
  7. (Optional) Configure the Message Purge Feature. For more information, see Configuring the Message Purge Feature.
  8. Make a backup of the WCTP configuration file, located in Local Disk (C:) > inetpub > wwwroot > AMC.
  9. Replace the original Web.config file with the new version.
  10. Update the following values in the AmcomAmcPremiseCore.dbo.CONFIGURATION_INFO table. These records need to be pointed to https://{premise-domain-name}/AMC/MessageBroker/Messages. Do not point them to localhost.
    1. Update the configuration record Amcom.Premise.Push to True. This will allow the Delivered field of a Notification record to be updated.
    2. Update the following Message Broker records to use the local MessageBroker service instead of the Hosted service:
      • NotificationWorker.Apple.MessageBrokerUri
      • NotificationWorker.Android.MessageBrokerUri
      • NotificationWorker.BIS.MessageBrokerUri
  11. Restart IIS.

Configuring the Spok Mobile 4.5 Server

Before you configure the Spok Mobile Server, ensure that the SSL certificates have been imported to the Spok Mobile Server. You will not be able to configure HTTPS until the certificates are in place.

For complete information about configuring Spok Mobile, see Configuring Spok Mobile Settings and Devices.

  1. Log into Spok Mobile Admin at  http://localhost/amc/admin.

  2. Enter a valid Username and Password for the SQL database and click Test

  3. When the test passes, the Successful connection to database message displays.

  4. Click Save.

  5. Navigate to System Configuration > Mobile Edit Mobile Configuration.

  6. Update the Mobile Server Name field from localhost to the DNS name of the Spok Mobile Server.

  7. Select the HTTPS box.

  8. Verify the information in the other fields on the Edit Mobile Configuration page.

  9. If you are using mirroring, enter the failover partner in the Secondary Server Name field. For more information, see Setting up a High Availability Spok Mobile Environment.

  10. Click Save and Apply.

The old Spok Mobile Server and the 4.5 Spok Mobile Server have the same DNS name but different IP addresses. After the upgrade, the DNS is updated to point to the IP address of the new server. If devices have issues with requests to Spok Mobile failing, restart Wi-Fi and the devices will reconnect.

  1. Confirm that Windows Services are running and that the Windows Service log shows a HANDSHAKE ACCEPTED message. This means that the Spok Hosted server accepted the connection request initiated by the Spok Mobile Service. If this message is not in the log, you will need to start the connection manually by right-clicking on the service and selecting Start. The Windows Service log can be found on the Mobile server in <install drive>\Program Files (x86)\Spok\Care Connect\Mobile Connect Services\logs\SM_CoreService.txt.