> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/integrations/third-party-readers/invixium/troubleshoot/invixium-integration-server-upgrade-failed.md).

# Server upgrade fails

Resolve IXM WEB upgrade failures caused by license-server connectivity or incompatible face templates.

### Internet issue

`Conversion_log.txt` shows *"Not able to connect Remote Server: license.invixium.com:8099"*.

![IXM WEB service log showing "Not able to connect Remote Server : license.invixium.com:8099"](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-6da63588a8f62e24a0d0a896bdb413e7a46b4e76%2FSECHUB-INVIXIUM-12-server-upgrade-error-log.png?alt=media)

### Incompatible face templates

Affected users export to `ReEnrollment_Candidates<date>.csv`. Options:

* Revert through a backup.
* Connect to the internet and retry.
* Send the database to Invixium for a remote upgrade.
* Upgrade on a separate internet-connected machine.

To revert, validate `DbVersionKey` = `2.2.57.0`.

Download v2.2.57.0.

Reinstall and reconfigure with `InstallationKey` = `0`.


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