ACC Upgrade Instance Verification stuck on In Progress state, caused by NullPointerException because of no linked CI on Agent record - Known Error

ACC Upgrade Instance Verification stuck on In Progress state, caused by NullPointerException because of no linked CI on Agent record Description If an ACC is not linked to a computer CI yet, perhaps due to failed discovery, or an IRE error when linking/creating the computer CI, the Self Upgrade/Selective Upgrade feature will break during Instance Verification and the history record will remain in "In Progress" state.

Steps to Reproduce

Install an ACC, and do something to prevent the initial discovery check from running or computer CI being linked/inserted. (Perhaps remove the attachment on an asset record?) Click Upgrade Agent on the record in the instance An upgrade history record will be created for stage Instance Verification and In Progress state, but go no further The full exception seen in the app node logs is: 2022-08-23 03:48:44 (087) Default-thread-2 4AD49B2097A9115409D530FFE153AFC2 txid=f77c9b64976d *** Start #2434813 /xmlhttp.do , user: david.piper@snc 2022-08-23 03:48:44 (087) Default-thread-2 4AD49B2097A9115409D530FFE153AFC2 txid=f77c9b64976d #2434813 /xmlhttp.do Parameters ------------------------- sysparm_isList=false sysparm_agentSysIdList=8f2541051bc7c150c27d5465604bcb31 sysparm_scope=sn_agent sysparm_processor=AgentUpgradeAjax sysparm_want_session_messages=true sysparm_name=upgradeAgents 2022-08-23 03:48:44 (129) Default-thread-2 4AD49B2097A9115409D530FFE153AFC2 txid=f77c9b64976d WARNING *** WARNING *** java.lang.NullPointerException org.mozilla.javascript.JavaScriptException: java.lang.NullPointerException at org.mozilla.javascript.Context.makeJavaScriptException(Context.java:1952) at org.mozilla.javascript.Context.throwAsScriptRuntimeEx(Context.java:1938) at org.mozilla.javascript.MemberBox.invoke(MemberBox.java:143) at org.mozilla.javascript.FunctionObject.doInvoke(FunctionObject.java:670) at org.mozilla.javascript.FunctionObject.call(FunctionObject.java:614) at org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2609) at org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) at script(sys_script_include.19ee952f535501100112ddeeff7b120c.script:129) at org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) at org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:152) at org.mozilla.javascript.Context$ScriptCaller.call(Context.java:2956) at org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:151) at org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2678) at org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2617) at org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) at script(sys_script_include.19ee952f535501100112ddeeff7b120c.script:78) at org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) at org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:152) at org.mozilla.javascript.Context$ScriptCaller.call(Context.java:2956) at org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:151) at org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2678) at org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2617) at org.mozilla.javascript.ScriptRuntime.applyOrCall(ScriptRuntime.java:2576) at org.mozilla.javascript.BaseFunction.execIdCall(BaseFunction.java:300) at org.mozilla.javascript.IdFunctionObject.call(IdFunctionObject.java:102) at org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2615) at org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518) at script(sys_script_include.d65f78c40a0a0b6900196656f35913d3.script:34) at org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830) at org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:152) at org.mozilla.javascript.Context$ScriptCaller.call(Context.java:2956) at org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:151) at org.mozilla.javascript.ContextFactory.doTopCall(ContextFactory.java:563) at org.mozilla.javascript.ScriptRuntime.doTopCall(ScriptRuntime.java:3459) at org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:149) at org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2678) at org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2617) at org.mozilla.javascript.ScriptableObject.callMethod(ScriptableObject.java:2658) at org.mozilla.javascript.ScriptableObject.callMethod(ScriptableObject.java:2630) at com.glide.script.RhinoObject.callFunction(RhinoObject.java:169) at com.glide.script.GlideRhinoObject.callFunction(GlideRhinoObject.java:156) at com.glide.script.RhinoObject.callFunction(RhinoObject.java:165) at com.glide.processors.xmlhttp.AJAXEvaluator.evalScriptInclude(AJAXEvaluator.java:178) at com.glide.processors.xmlhttp.AJAXEvaluator.evaluateAjax(AJAXEvaluator.java:87) at com.glide.processors.xmlhttp.AJAXEvaluator.process(AJAXEvaluator.java:65) at com.glide.processors.XMLHttpProcessor.processJavaAJAX(XMLHttpProcessor.java:168) at com.glide.processors. XMLHttpProcessor.process (XMLHttpProcessor.java:121) at com.glide.processors.AProcessor.runProcessor(AProcessor.java:596) at com.glide.processors.AProcessor.processTransaction(AProcessor.java:266) at com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:181) at com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:169) at com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:44) at com.glide.sys.Transaction.run(Transaction.java:2406) at java.base/java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1128) at java.base/java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:628) at java.base/java.lang.Thread.run(Thread.java:829) 2022-08-23 03:48:44 (130) Default-thread-2 4AD49B2097A9115409D530FFE153AFC2 txid=f77c9b64976d tx_pattern_hash=-38371379 *** End #2434813 /xmlhttp.do, user: david.piper@snc, total time: 0:00:00.048, processing time: 0:00:00.048, SQL time: 0:00:00.035 (count: 16), business rule: 0:00:00.001 (count: 1), ACL time: 0:00:00.002, source: x.x.x.x

Workaround This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this article to be notified when more information becomes available.

The workaround is to not try to upgrade the ACC until the Host is linked, solving whatever was causing that not to happen first. Or use your automation tool to upgrade the ACC using the installer instead.