pdm_configure load system data

[utku.alp]

Hi all,

 

I have an old 12.6 system, I just poweredon the app server and moved its database to my test environment and I want to start the SDM

But pdm_configuration stucks at Load System Data step, without any logs in neither sdtlog nor configure log.
DB access is granted from this primary server.

Where should the error? Which controls do I have to run?

 

 

[J W]

Did you run the procedure to fix orphaned users in SQL before runninf pdm_configure?

//////////////////////////////////////

After the SQL restore is complete you must run the stored procedure in SQL to fix the orphaned users - which are created when restoring a db from one SQL instance to another.

SHOULD BE SOMETHING LIKE THIS: sp_change_users_login 'AUTO_FIX','ServiceDesk'

///////////////////////////////

(This is an excerpt form the SWING-BOX migration tecdoc, but anytime you move a SQL database the id of the 'ServiceDesk' account needs to be checked)

Using the Swing-Box method for Upgrading/Migrating to a new version of CA Service Desk Manager

J.W.

[Jon_Israel]

Hey J.W. and Utku Alp,

JW is correct that the orphaned SQL user must be fixed when copying a db from one environment to another.  But, I am not sure you are having the orphaned user problem because that would likely have thrown an error during the pdm_configure wizard when attempting to click on "Next" at the Database screen.  I have seen systems where it gets stuck on "Load system data" for a long time and then all the sudden starts to work.   If you want, what you can do is cancel out of the pdm_confgure, and run it again from the command line using "pdm_configure -z" - the -z flag will run configure with additional logging.  Then when it gets to that point, you can look in the configure.log file to see what its doing.

Hope this helps,

Jon I.

[utku.alp]

Hi J.w

Since it is a temporary environment, I set sysadmin for servicedesk. But I had also run that SP for servicedesk.

Thanks Jon for advise, I'll try it now. I'll update the topic if I get any result

 

Regards,

Utku

[utku.alp]

any other idea?

I'm waiting for 40 minutes but nothing logged in configure.log file

 

04/15 20:52:12.23 HOSTNAME    configui             3588 SIGNIFICANT  iis.c                 1714 Default CodePage: 0

04/15 20:52:12.23 HOSTNAME    configui             3588 SIGNIFICANT  iis.c                 1717 nx_root from getenv() = C:/PROGRA~2/CA/SERVIC~1

04/15 20:52:12.23 HOSTNAME    configui             3588 SIGNIFICANT  iis.c                 1774 Adding Server Extension: [C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www\pdmweb.exe]

04/15 20:52:12.23 HOSTNAME    configui             3588 SIGNIFICANT  iis.c                 1127 Successful write of mr: /LM/W3SVC

[Jon_Israel]

Anything in the stdlog?

[utku.alp]

only a few rows

 

04/15 20:52:51.68 HOSTNAME    sql_agent            1512 SIGNIFICANT  sql_agent.c            235 STARTUP of sql_agent:mdb:dbload-#3592:

04/15 21:10:04.26 HOSTNAME    cache_refresh        6064 ERROR        bpremref.c            1015 Version logon to process bpvirtdb_srvr|BP_LOGON unsuccessful after 100 attempts - discarding 1 queued messages

04/15 21:22:16.08 HOSTNAME    slump_nxd            6068 SIGNIFICANT  server.c              3767 SLUMP Build(SDr12_6-165): Up Time(30 min 1 sec) Sent (138) Received (173) Ports in Use (11) Processes (8) Fast Channel (3)

04/15 21:52:46.90 HOSTNAME    slump_nxd            6068 SIGNIFICANT  server.c              3767 SLUMP Build(SDr12_6-165): Up Time(1 hr 31 sec) Sent (138) Received (173) Ports in Use (11) Processes (8) Fast Channel (3)

04/15 22:10:03.86 HOSTNAME    cache_refresh        5920 ERROR        bpremref.c            1015 Version logon to process bpvirtdb_srvr|BP_LOGON unsuccessful after 100 attempts - discarding 1 queued messages

04/15 22:22:47.70 HOSTNAME    slump_nxd            6068 SIGNIFICANT  server.c              3767 SLUMP Build(SDr12_6-165): Up Time(1 hr 30 min 32 sec) Sent (239) Received (280) Ports in Use (12) Processes (9) Fast Channel (3)

04/15 22:52:48.51 HOSTNAME    slump_nxd            6068 SIGNIFICANT  server.c              3767 SLUMP Build(SDr12_6-165): Up Time(2 hr 33 sec) Sent (239) Received (280) Ports in Use (12) Processes (9) Fast Channel (3)

04/15 23:10:05.43 HOSTNAME    cache_refresh        2332 ERROR        bpremref.c            1015 Version logon to process bpvirtdb_srvr|BP_LOGON unsuccessful after 100 attempts - discarding 1 queued messages

04/15 23:22:49.32 HOSTNAME    slump_nxd            6068 SIGNIFICANT  server.c              3767 SLUMP Build(SDr12_6-165): Up Time(2 hr 30 min 34 sec) Sent (340) Received (387) Ports in Use (13) Processes (10) Fast Channel (3)

[utku.alp]

up up up

[Kosei Oshita]

Hi Utku

 

To be honest, it is difficult for us to specify the root cause because the stdlog does not say enough information that is related to the root cause.

I am not sure when you set up this box. If you just set up it recently, it may not be the root cause but I would like to let you know a possible scenario. When the r12.6 was released, the license model was older than now. The r12.6 was managed under the license information that was in the ca.olf. If the license has been expired now, your SDM will not work appropriately. I don't mention what part of the feature will not work.

On the way, a specific patch for unlock functionality with SDM was released for r12.6 also. I suppose your current situation might be the license error internally. If so, the patch for r12.6 is RO53910.

Here is the description in the readme of the patch. After applying the patch and unlock the older license model, the problem you are facing might be solved.

 

TITLE:  WIN-UPDATING LICENSE MODEL

The current Service  Desk licensing model  uses the ca.olf file  to check  whether the  license exists. License keys will no  longer be required to use or unlock functionality within Service Desk.

 

Best regards, Kosei

[utku.alp]

Hi Kosei

 

I've just done a migration from a clone copy of this 12.6 last week

Now I need to rerun it to check some existing configuration in the system

Shouldn't I receive a warning during pdm_configure or in stdlogs if something about licence is the problem?

 

Regards,

Utku

[Kosei Oshita]

Hi Utku

 

I don't know any problem will occur on your r12.6 at this situation. But if I were you, I will apply the patch to the r12.6 when I need to create the r12.6 box for me. (Although it is my personal thought... )  I am sorry that I cannot input you about the exact useful answer.

 

Best regards, Kosei

[Kaori Kishi]

Hi Utku Alp,

 

Please let me ask you regarding your environment and what you have done so far. Did you move only the MDB database from the SDM r12.6 server to another server? After you moved the MDB, are SDM r12.6 (your test environment) and the copied MDB running on a different machine now? Or are they running on a same server? What version of SQL server are you using?

 

Thank you,

Kaori

[utku.alp]

Hi Kaori

I'm using the same primary server with the same hostname. Just change its IP Address from x.y.z.80 to x.y.z.84 which has the same default gateway with the old one.

I've restored its DB to a test SQL environment. Both prod and test MS SQL environments are SQL 2008.

 

There isn't any other SDM 12.6, I've just migrated it to 14.1.01 and I'm able to use it. I just have a problem with 12.6.

 

Regards,

Utku

[Kaori Kishi]

Hi Utku,

 

Could you open (Service Desk)\site\config.properties file, locate the following line, modify it as shown below and run pdm_configure again?

 

<before>
resources.created=1

 

<After>

resources.created=0

 

Please take a backup before making a change.

 

Thank you,

 

Kaori

[utku.alp]

Hi Kaori,

 

Unfortunately it didn't change anything. Still waiting too long at the "Load System Data" step

 

Regards,

Utku

[Raghu Rudraraju]

Utku,

 

Does this machine have dual NIC cards ?  (ipconfig /all           via command prompt).

 

As its stuck all the time so far, can you retry this :

1. Cancel existing configure
2. Open command prompt and type:  pdm_configure -z
3. NX_ROOT/log/configure.log  can you provide us that file along with latest stdlog?   
4. I'd like to see which load it started  when its getting stuck.

 

 

Thanks

_R

[utku.alp]

It stucks here

DEBUG ProcessUtilities.java   401 Executing command: dbload.exe -M C:\PROGRA~2\CA\SERVIC~1\data\docres.dat

 

its content is below

 

TABLE Document_Repository

  archive_path archive_type cgi_path default_rep del description file_limit_size

  id prohibited_ext protocol repository_type retrieve_path server servlet_path

  sym upload_path

  { "C:/PROGRA~2/CA/SERVIC~1/site/attachments/default/archived_files" ,"0" ,"" ,"1" ,"0",

  "Default Images Repository" ,"0" ,"1000" ,"!gif,jpeg,jpg" ,"http",

  "3" ,"" ,"HOSTNAME" ,"http://HOSTNAME:8080/CAisd/UploadServlet",

  "Images" ,"C:/PROGRA~2/CA/SERVIC~1/site/attachments/default/images/files" }

  { "" ,"0" ,"" ,"1" ,"0" ,"Default Knowledge Repository" ,"0",

  "1001" ,"" ,"http" ,"2" ,"" ,"HOSTNAME",

  "http://HOSTNAME:8080/CAisd/UploadServlet" ,"Knowledge" ,"C:/PROGRA~2/CA/SERVIC~1/site/attachments/default/knowledge/files" }

  { "C:/PROGRA~2/CA/SERVIC~1/site/attachments/default/archived_files" ,"0" ,"" ,"1" ,"0",

  "Default Service Desk Repository" ,"0" ,"1002" ,"" ,"http" ,"0",

  "" ,"HOSTNAME" ,"http://HOSTNAME:8080/CAisd/UploadServlet",

  "Service Desk" ,"C:/PROGRA~2/CA/SERVIC~1/site/attachments/default/servicedesk/files" }

[Raghu Rudraraju]

Thanks Utku.  That helps.

 

Can you check if there are multiple NIC cards on that box?  If so, I'm wondering if somehow we're trying to connect over a NIC card that doesn't allow normal traffic and ending up with an odd scenario.

 

_R

[Karen Matoke]

Some things you could try, if not done so already, before re-running pdm_configure:

 

1. Set CA Service Desk Manager service to start in DBADMIN mode by running this command:

          pdm_d_mgr -s DBADMIN

 

2. Set the CA SDM local service to "Log on as" the "Local System account", with tick in the "Allow service to interact with desktop" checkbox.

 

3. Review technical documents

TEC511095: http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec511095.aspx 

TEC588972:  http://http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec588972.aspx

 

Regards,

Karen

[Kavya Bojja]

Hi Utku,

 

You can enable additional logging as below and try:

 

1) Go to the server where you are having the issue and increase the log level for dbload process: pdm_logstat -n dbload VERBOSE

2) Open a CMD window as Administrator (Right-click and run as administrator) and then run pdm_configure adding -z argument: pdm_configure -z

3) Reproduce the issue, wait 5 minute before cancel pdm_configure.

4) Provide the logs folder.

5) Set the log level to defaults: pdm_logstat -n dbload

 

Since its getting stuck at dbload you can also try below:

1)Stop SDM first

2)Start SDM now in dbadmin mode: pdm_d_mgr -s DBADMIN

3)Let SDM finish the start up

4)Start SDM verbose logging after SDM starts: pdm_logstat -a verbose

5)And then: dbload.exe -M C:\PROGRA~2\CA\SERVIC~1\data\docres.dat

 

Regards,

Kavya

[utku.alp]

Hi Kavya,

 

Still stucking at load system data step

 

05/23 09:07:50.90 HOSTNAME    dbload               5192 VERBOSE      socket_port.c         1099 SOCKET_PORT(PORT_SERVICE_SLNX) (Minimal)

05/23 09:07:50.91 HOSTNAME    dbload               5192 TRACE        tcp_port.c             466 IPv6 address retrieved on this os

05/23 09:07:50.91 HOSTNAME    dbload               5192 TRACE        tcp_port.c             546 Target ip is HOSTNAME, and addrInfo->ai_family is 2

05/23 09:07:50.91 HOSTNAME    dbload               5192 TRACE        tcp_port.c             633 Connection made to IPv4 socket 2100

05/23 09:07:50.93 HOSTNAME    dbload               5192 TRACE        tcp_port.c             546 Target ip is HOSTNAME, and addrInfo->ai_family is 2

05/23 09:07:50.93 HOSTNAME    dbload               5192 TRACE        tcp_port.c             633 Connection made to IPv4 socket 63623

05/23 09:07:50.93 HOSTNAME    dbload               5192 MILESTONE    hrtbeat.c              105 NX_SLUMP_HEARTBEAT_TIMEOUT is set to (900)

05/23 09:07:50.93 HOSTNAME    dbload               5192 TRACE        address.c              758 ipv4 address found is 10.1.1.80 for node HOSTNAME

05/23 09:07:50.93 HOSTNAME    dbload               5192 TRACE        address.c              758 ipv4 address found is 10.1.1.80 for node HOSTNAME

05/23 09:07:50.93 HOSTNAME    dbload               5192 MILESTONE    api_misc.c             796 Latency between slump and client is about Sec(0) MS(0)

05/23 09:07:50.93 HOSTNAME    dbload               5192 TRACE        api_misc.c             805 Server time is Sec(1463983670) MS(929)

05/23 09:07:50.93 HOSTNAME    dbload               5192 TRACE        api_misc.c             811 Server Delay is Sec(0) MS(0)

05/23 09:07:50.95 HOSTNAME    dbload               5192 MILESTONE    mailer.c               127 Creating mailer

05/23 09:07:50.95 HOSTNAME    dbload               5192 VERBOSE      socket_port.c         1099 SOCKET_PORT(PORT_SERVICE_SLNX) (Minimal)

05/23 09:07:50.96 HOSTNAME    dbload               5192 TRACE        socket_port.c         2141 In Socket function and ::socket descriptor is 276 with family IPv4

05/23 09:07:50.96 HOSTNAME    dbload               5192 TRACE        socket_port.c         2240 binded to iofd 276

05/23 09:07:50.96 HOSTNAME    dbload               5192 TRACE        socket_port.c         2398 Created IPv4 listener on <HOSTNAME.tav.aero:0.0.0.0> with socket 52594

05/23 09:07:50.96 HOSTNAME    dbload               5192 VERBOSE      tcp_port.c             914 Slump socket ipv4 29389 opended

05/23 09:07:50.96 HOSTNAME    dbload               5192 VERBOSE      api.c                 1367 SLUMP::send src(dbload-#5192|data_layer_object) dest(_prov|db_provider) len(32)

05/23 09:07:51.20 HOSTNAME    sql_agent           13896 SIGNIFICANT  sql_agent.c            235 STARTUP of sql_agent:mdb:dbload-#5192:

[Legacy User]

Hi, today i have the same problem, stuck in step "Load System Data" SDM Version 12.6 and moving the DB from SQL2008 to SQL2012. After de stuck i do the cancel of the Configure process.
Following these steps the Configure works:
Stop all CA* services running in Windows (SDM and others) (if SDM didn't finish, kill the process pdm_proctor_nxd_32 from task manager)
Run Configure (run as administrator)

Regards

[ipsku01]

Hi,

 

did you link the service desk user in the SQL 2012 database after restoring the mdb database? If you didn't perform this step servicedesk user cannot log into SQL.

 

(sp_change_users_login 'Auto_Fix', 'servicedesk' ) - must be executed on the mdb database. The exact syntax depends on SQL version.

 

Hope this was useful.

 

Regards,

Kurt