Unable to find CA SDM MDB Patch file (Upgrade to CA SDM 17.4.2.0)

[Domingo Andres]

Hi,
This morning I opened a case to CA support about this topic, but I'm writing here the problem we are suffering in case anybody has experienced something similar.

We are upgrading our environments from CA SDM 17.3.0.22 to 17.4.2.0. 
This morning, we applied in our TEST environment the 17.4.0 base installer and the 'T5UG530' patch without any problems.

While installing the CA SDM 17.4.2.0 patch, it fails on the third step 'Aplicación de las actualizaciones de la MDB de CA Service Desk Manager: 17.4.2.0'.
The error that appears is that it can't find the 'ORACLE_MDB.CAZ' file in the 'E:\CA\Service Desk Manager\patches\cum4_2' folder. We checked that folder and the cum4_2 folder does not exist. The question is ¿why? It is supposed that the installer should create that folder and copy some stuff there, isn't it?
I checked another installation we did some weeks ago in a virtual machine and that folder (cum4_2) exists.

Does anybody experienced something like this?

Greetings and thanks in advance for your help.

[Sebastian Nagy]

Hello Domingo,

My best guess for this is that applyptf failed to run and extract the patch. you should look through the logs in %TEMPT%/casm and it's child folders, and see if you get any clues.

Support will pretty much do the same thing and see why applyptf didn't apply.

Regards,
Sebastian

[Domingo Andres]

Hi,
I resolved the problem with CA Suport help.
These are the instructions they provided me:

After reviewing the materials provided, it appears that there were some lingering/orphaned SDM processes still running that interfered with the RU2 installer.

Please perform the following:

1.  Take a backup of the MDB database

2.  Run the following query against the MDB to modify the al_cdb_componentinstallstate table so that the install of the 17.4 RU2 update is set to "failed" on the affected SDM

UPDATE al_cdb_componentinstallstate set installationstate = 'failed' where packageid LIKE '%17.4.2.0%' AND machinename = 'SDM-Server'

Replace 'SDM-Server' with the hostname of the SDM server

3.  Delete the %temp%/casm directory

4.  Stop the CA SDM service

5.  Via task manager, ensure that there are no lingering/orphaned SDM processes run (i.e. any pdm processes, any bp processes)

6.  Relaunch the RU2 installer with 'Run as Administrator'

Please advise of the results.

Greetings.

[Brawn Shield]

Hi there,

Thanks so much for sharing the detailed steps! This looks really helpful, especially for those of us who might run into similar issues with orphaned SDM processes during the RU2 installation. Backing up the MDB and running the query to update the installation state is a great tip. I'll definitely keep this in mind if I encounter any problems in the future.

Glad to hear CA Support was able to assist you in resolving the issue!

Best regards.