When attempting to upgrade CF2021 from Update 6 to Update 9 from the Administrator, I get the following

Installation: Unsuccessful.

1555 Successes
0 Warnings
1 NonFatalErrors
1 FatalErrors

Action Notes:

Moving files failed:: Failed to back up the previous hotfix files. Retry installation after ensuring that the server is not running or files are not locked by the server.

Failed to delete directory: Ensure that the server is not running or files are not locked by the server.

Of course the server is running. I'm doing this through the Administrator. I found this is in the details

Moving files failed:
                          Status: FATAL ERROR
                          Additional Notes: FATAL ERROR - Could not move the file C:\ColdFusion2021\cfusion\lib\updates\chf20210009.jar to the backup location C:\ColdFusion2021\cfusion\hf-updates\hf-2021-00009-330148\backup\lib\updates\chf20210009.jar

Failed to delete directory
                          Status: ERROR
                          Additional Notes: ERROR - Failed to delete directory:C:\ColdFusion2021\cfusion\jetty/lib/ext
                                            ERROR - Unable to delete file: C:\ColdFusion2021\cfusion\jetty\lib\ext\slf4j-api-1.7.36.jar

I do see

chf20210009.jar

in that directory, so it's strange that it says it could not move the file there. Note that this is unrelated to the new JVM issue. It is using 11.0.19 currently. Also, the CF service user has Full Control of the installation directory, so I don't think it would be a permission issue.

I don't mean to be an Eeyore, but I've found update installation through the admin UI to not be very reliable. I download each update using the admin UI, stop all cf services, copy the cfusion directory somewhere else, in case of problems, and also to harvest any "private" hotfixes that might be installed, then run the update on the command line. For 2018 especially, the installer may start the cf service under your account, rather than the one configured in services, so you need to stop it, then start it normally from the services control panel. Knock silicon, that strategy has worked quite well for us. (We're on Windows Server 2019 too.)

I haven't had an issue through the Administrator UI for any of the previous updates in CF2021 nor any for CF2016. Although I think this is the first time I've tried since we moved to using a specific service user, so it's possible that's related but like I said the permissions seem to be set properly.

I do the same thing as Dave does except I use Run As Administrator when opening the command prompt to install the update. Since doing this, the service always restarts properly using the credentials it is supposed to rather than who I am logged in as.

I also went through the lock down guide, which is why we are using the service user now.

@priyank_adobe update issue

@mtbrown when you have the lockdown installed, pls install the update manually from command prompt.

Thanks for the tips. I didn't know it wasn't supported locked down. Since we update offline anyway, it's simpler just to switch back to a Local System user and then switch back after the upgrade. I just confirmed that works.