gitlab-ce/doc/update/package/package_troubleshooting.md

---
stage: Systems
group: Distribution
info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://handbook.gitlab.com/handbook/product/ux/technical-writing/#assignments
---

# Troubleshooting **(FREE SELF)**

## Get the status of a GitLab installation

```shell
sudo gitlab-ctl status
sudo gitlab-rake gitlab:check SANITIZE=true
```

- Information on using `gitlab-ctl` to perform [maintenance tasks](https://docs.gitlab.com/omnibus/maintenance/index.html).
- Information on using `gitlab-rake` to [check the configuration](../../administration/raketasks/maintenance.md#check-gitlab-configuration).

## RPM 'package is already installed' error

If you are using RPM and you are upgrading from GitLab Community Edition to GitLab Enterprise Edition you may get an error like this:

```shell
package gitlab-7.5.2_omnibus.5.2.1.ci-1.el7.x86_64 (which is newer than gitlab-7.5.2_ee.omnibus.5.2.1.ci-1.el7.x86_64) is already installed
```

You can override this version check with the `--oldpackage` option:

```shell
sudo rpm -Uvh --oldpackage gitlab-7.5.2_ee.omnibus.5.2.1.ci-1.el7.x86_64.rpm
```

## Package obsoleted by installed package

CE and EE packages are marked as obsoleting and replacing each other so that both aren't installed and running at the same time.

If you are using local RPM files to switch from CE to EE or vice versa, use `rpm` for installing the package rather than `yum`. If you try to use yum, then you may get an error like this:

```plaintext
Cannot install package gitlab-ee-11.8.3-ee.0.el6.x86_64. It is obsoleted by installed package gitlab-ce-11.8.3-ce.0.el6.x86_64
```

To avoid this issue, either:

- Use the same instructions provided in the
  [Upgrade using a manually-downloaded package](index.md#upgrade-using-a-manually-downloaded-package) section.
- Temporarily disable this checking in yum by adding `--setopt=obsoletes=0` to the options given to the command.

## 500 error when accessing Project > Settings > Repository

This error occurs when GitLab is converted from CE > EE > CE, and then back to EE.
When viewing a project's repository settings, you can view this error in the logs:

```shell
Processing by Projects::Settings::RepositoryController#show as HTML
  Parameters: {"namespace_id"=>"<namespace_id>", "project_id"=>"<project_id>"}
Completed 500 Internal Server Error in 62ms (ActiveRecord: 4.7ms | Elasticsearch: 0.0ms | Allocations: 14583)

NoMethodError (undefined method `commit_message_negative_regex' for #<PushRule:0x00007fbddf4229b8>
Did you mean?  commit_message_regex_change):
```

This error is caused by an EE feature being added to a CE instance on the initial move to EE.
After the instance is moved back to CE and then is upgraded to EE again, the
`push_rules` table already exists in the database. Therefore, a migration is
unable to add the `commit_message_regex_change` column.

This results in the [backport migration of EE tables](https://gitlab.com/gitlab-org/gitlab/-/blob/cf00e431024018ddd82158f8a9210f113d0f4dbc/db/migrate/20190402150158_backport_enterprise_schema.rb#L1619) not working correctly.
The backport migration assumes that certain tables in the database do not exist when running CE.

To fix this issue:

1. Start a database console:

   In GitLab 14.2 and later:

   ```shell
   sudo gitlab-rails dbconsole --database main
   ```

   In GitLab 14.1 and earlier:

   ```shell
   sudo gitlab-rails dbconsole
   ```

1. Manually add the missing `commit_message_negative_regex` column:

   ```sql
   ALTER TABLE push_rules ADD COLUMN commit_message_negative_regex VARCHAR;

   # Exit psql
   \q
   ```

1. Restart GitLab:

   ```shell
   sudo gitlab-ctl restart
   ```

## Error `Failed to connect to the internal GitLab API` on a separate GitLab Pages server

See [GitLab Pages administration troubleshooting](../../administration/pages/troubleshooting.md#failed-to-connect-to-the-internal-gitlab-api).

## Error `An error occurred during the signature verification` when running `apt-get update`

To update the GPG key of the GitLab packages server run:

```shell
curl --silent "https://packages.gitlab.com/gpg.key" | apt-key add -
apt-get update
```

## `Mixlib::ShellOut::CommandTimeout: rails_migration[gitlab-rails] [..] Command timed out after 3600s`

If database schema and data changes (database migrations) must take more than one hour to run,
upgrades fail with a `timed out` error:

```plaintext
FATAL: Mixlib::ShellOut::CommandTimeout: rails_migration[gitlab-rails] (gitlab::database_migrations line 51)
had an error: Mixlib::ShellOut::CommandTimeout: bash[migrate gitlab-rails database]
(/opt/gitlab/embedded/cookbooks/cache/cookbooks/gitlab/resources/rails_migration.rb line 16)
had an error: Mixlib::ShellOut::CommandTimeout: Command timed out after 3600s:
```

To fix this error:

1. Run the remaining database migrations:

   ```shell
   sudo gitlab-rake db:migrate
   ```

   This command may take a very long time to complete. Use `screen` or some other mechanism to ensure
   the program is not interrupted if your SSH session drops.

1. Complete the upgrade:

   ```shell
   sudo gitlab-ctl reconfigure
   ```

1. Hot reload `puma` and `sidekiq` services:

   ```shell
   sudo gitlab-ctl hup puma
   sudo gitlab-ctl restart sidekiq
   ```

## Missing asset files

Following an upgrade, GitLab might not be correctly serving up assets such as images, JavaScript, and style sheets.
It might be generating 500 errors, or the web UI may be failing to render properly.

In a scaled out GitLab environment, if one web server behind the load balancer is demonstrating
this issue, the problem occurs intermittently.

The [Rake task to recompile](../../administration/raketasks/maintenance.md#precompile-the-assets) the
assets doesn't apply to an Omnibus installation which serves
pre-compiled assets from `/opt/gitlab/embedded/service/gitlab-rails/public/assets`.

Potential causes and fixes:

- [Ensure no old processes are running](#old-processes).
- [Remove duplicate sprockets files](#duplicate-sprockets-files)
- [The installation is incomplete](#incomplete-installation)
- [NGINX Gzip support is disabled](#nginx-gzip-support)

### Old processes

The most likely cause is that an old Puma process is running, instructing clients
to request asset files from a previous release of GitLab. As the files no longer exist,
HTTP 404 errors are returned.

A reboot is the best way to ensure these old Puma processes are no longer running.

Alternatively:

1. Stop Puma:

   ```shell
   gitlab-ctl stop puma
   ```

1. Check for any remaining Puma processes, and kill them:

   ```shell
   ps -ef | egrep 'puma[: ]'
   kill <processid>
   ```

1. Verify with `ps` that the Puma processes have stopped running.

1. Start Puma

   ```shell
   gitlab-ctl start puma
   ```

### Duplicate sprockets files

The compiled asset files have unique file names in each release. The sprockets files
provide a mapping from the filenames in the application code to the unique filenames.

```plaintext
/opt/gitlab/embedded/service/gitlab-rails/public/assets/.sprockets-manifest*.json
```

Make sure there's only one sprockets file. [Rails uses the first one](https://github.com/rails/sprockets-rails/blob/118ce60b1ffeb7a85640661b014cd2ee3c4e3e56/lib/sprockets/railtie.rb#L201).

A check for duplicate sprockets files runs during Omnibus GitLab upgrades:

```plaintext
GitLab discovered stale file(s) from the previous install that need to be cleaned up.
The following files need to be removed:

/opt/gitlab/embedded/service/gitlab-rails/public/assets/.sprockets-manifest-e16fdb7dd73cfdd64ed9c2cc0e35718a.json
```

Options for resolving this include:

- If you have the output from the package upgrade, remove the specified files. Then restart Puma:

  ```shell
  gitlab-ctl restart puma
  ```

- If you don't have the message, perform a reinstall
  (see [incomplete installation](#incomplete-installation) below for more details)
  to generate it again.

- Remove all the sprockets files and then follow the instructions for an [incomplete installation](#incomplete-installation).

### Incomplete installation

An incomplete installation could be the cause of this issue.

Verify the package to determine if this is the problem:

- For Debian distributions:

  ```shell
  apt-get install debsums
  debsums -c gitlab-ee
  ```

- For Red Hat/SUSE (RPM) distributions:

  ```shell
  rpm -V gitlab-ee
  ```

To reinstall the package to fix an incomplete installation:

1. Check the installed version

   - For Debian distributions:

     ```shell
     apt --installed list gitlab-ee
     ```

   - For Red Hat/SUSE (RPM) distributions:

     ```shell
     rpm -qa gitlab-ee
     ```

1. Reinstall the package, specifying the installed version. For example 14.4.0 Enterprise Edition:

   - For Debian distributions:

     ```shell
     apt-get install --reinstall gitlab-ee=14.4.0-ee.0
     ```

   - For Red Hat/SUSE (RPM) distributions:

     ```shell
     yum reinstall gitlab-ee-14.4.0
     ```

### NGINX Gzip support

Check whether `nginx['gzip_enabled']` has been disabled:

```shell
grep gzip /etc/gitlab/gitlab.rb
```

This might prevent some assets from being served.
[Read more](https://gitlab.com/gitlab-org/omnibus-gitlab/-/issues/6087#note_558194395) in one of the related issues.