Server running Dynatrace OneAgent fails to install or upgrade Foglight Agent Manager (FglAM) 7.1.0 and higher (4375180)

FglAM (Agent Manager) fails to install or upgrade on version 7.1.0 and higher with the message.

Windows FglAM fails to install version 7.1.0 with message
Cannot copy installation files: [USR_TEMP]\jre\17.0.8.2\jre\bin\server\classes.jsa (The system cannot find the file specified)

The Linux FglAM logs show an error message when trying to upgrade:

VERBOSE [FglAM:IncomingMessage[4]-30] com.quest.glue.upgrade.UpgradeImpl - Failed to extract /opt/kb/quest/fglam/jre/17.0.8.2/jre/lib/server/classes.jsa
java.io.FileNotFoundException: /opt/kb/quest/fglam/jre/17.0.8.2/jre/lib/server/classes.jsa (No such file or directory)
    at java.io.FileOutputStream.open0(Native Method)
    at java.io.FileOutputStream.open(FileOutputStream.java:270)
    at java.io.FileOutputStream.<init>(FileOutputStream.java:213)
    at java.io.FileOutputStream.<init>(FileOutputStream.java:162)
    at com.quest.glue.common.util.FileUtils.extractEntry(FileUtils.java:483)
[...]

This issue is known to be caused by Dynatrace, but other third-party products could also interfere.

The first FglAM log shows the value of sun.boot.class.path which contains jar files from outside the application directory. The example below was edited to list each jar in a separate line for clarity.

sun.boot.class.path = /opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/resources.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/rt.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/sunrsasign.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/jsse.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/jce.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/charsets.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/jfr.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/cat.jar
/opt/kb/quest/fglam/jre/1.8.0.352/jre/classes
/opt/kb/quest/fglam/jre/1.8.0.352/jre/lib/tools.jar
/opt/kb/dynatrace/oneagent/agent/bin/1.263.212.20230713-194802/any/java/oneagentjava.jar
/opt/kb/dynatrace/oneagent/agent/bin/1.263.212.20230713-194802/any/java/oneagentjava.8.jar
/opt/kb/dynatrace/oneagent/agent/bin/1.263.212.20230713-194802/any/java/oneagentjava.rmi.jar
/opt/kb/dynatrace/oneagent/agent/bin/1.263.212.20230713-194802/any/java/oneagentjava.sql.jar

For Linux hosts.
Deactivating Dynatrace OneAgent appears to be sufficient to resolve this issue and complete the installation/upgrade process.

If the issue is a FglAM upgrade, the service/daemon needs to be restarted while Dynatrace is deactivated before trying to upgrade.

Dynatrace can be reactivated once the process has completed.

For Windows hosts.

Option 1:

1. Uninstall Dynatrace OneAgent
2. Retry the install/upgrade
3. After the upgrade is completed, reinstall Dynatrace OneAgent

Option 2:

1. Stop Dynatrace OneAgent service
2. Rename Dynatrace OneAgent directory (e.g. C:\Program Files\dynatrace\oneagent to C:\Program Files\dynatrace\_oneagent)
3. Retry the install/upgrade
4. After the upgrade is completed, revert back the name of the Dynatrace OneAgent directory (e.g. C:\Program Files\dynatrace\_oneagent to C:\Program Files\dynatrace\oneagent)
5. Start Dynatrace OneAgent service