Issue upgrading from Community to Starter

Community Support
1

Description

Attempting to upgrade an old (5 year old) workspace from Community to Starter. Workspace is currently running version 7.2.3.

When using the cloud account to attempt the upgrade I get an error “An error occurred! Request ID: a6ae842c-4d1b-4530-80dc-34f9687f7bd1”.

No further logs are present so I can’t tell why this is failing.

Checking if anyone else has encountered this and might provide some insight as to where to look next.

Server Setup Information

  • Version of Rocket.Chat Server: 7.2.3
  • Operating System: Debian Bullseye
  • Deployment Method: Self-Hosted + Tar
  • Number of Running Instances: 1
  • DB Replicaset Oplog:
  • NodeJS Version: 20.18.0
  • MongoDB Version: 7.0.16
  • Proxy: Apache
  • Firewalls involved: nftables

Any additional Information

  • Workspace is registered and working normally otherwise
  • Upgraded from original 5.x through 7.2.3 without an issue over the past few years
  • Looking to go to starter to eliminate the push notification limits
  • Current user count is 22, 0 external contacts, 1 marketplace app

Any advice would be appreciated.

2

Please advise your workspace & deployment IDs and I’ll try and get someone to look.

3

Hi

Deployment ID: AzwMzFfNLJXjNoodt

Workspace ID: 5fd79e1bd0d9de000130ee5a

Thank you for your help

4

Have asked the question - someone will get back to you.

1 Like
5

Can you also check the other method as described in the section " Upgrade to Starter from Community workspace" from https://docs.rocket.chat/docs/workspaces

6

Hello - On the 2nd method, I do not see the upgrade option at all on the actual workspace. I suspect this is why the cloud based option is not working.

I did read the note about ‘being eligible for upgrade’ - I have verified we have under 25 users and our external contact count is 0. I believe that should allow the workspace to be upgraded.

7

Yup, looks like the workspace is eligible for Starter. In the subscription page ( Adminstration > Workspace > Subscription), please confirm that you hit ‘Sync license update’. After that, a callout with the Starter option should appear.

8

Thank you - I do see the upgrade option in my Admin → Workspace now, and I was able to do the upgrade that way. Workspace is now “Starter” which is great.

On the cloud interface however, I am still seeing the workspace as “Community” and I can’t get it to sync even after several sync attempts.

I am also still seeing the ‘Push notification’ limit on the banner of our workspace - I was hoping this would reset after switching to Starter based on the feature comparison.

9

Confirmed your workspace is using Starter now. Try to refresh Cloud Portal, it should reflect the new plan. On the banner, it is probably just cached from before.

10

Thank you for confirming.

I did try a few different things on the cloud portal, including log-out/log-in, incognito window etc., but that end is still showing Community. I will continue to monitor to see if this updates in the next day or so.

We’re almost at the end of this month, so hopefully the banner will reset on 3/1 and we should be good from there.