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CA Service Management Installation Error

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  • 1.  CA Service Management Installation Error

    Posted 11-18-2016 10:44 AM

    Hey guys, im in trouble!

    Im installing a new envoriment with CAEEM, CA SDM and CA Service Catalog, but for some reason the installation stops between 41 and 43% on the CA Service Desk Manager configuration step.

    I try to deinstall the service desk, restarted the server and tried to install again without success... =/

    In some moments appears that image:

     

     

    So now, theres no error, but the installation stops on the 41% and stay there forever... (At this moment it is already at 41% for more than four hours...)

     

    I let the installation progress yesterday and today in the morning still on the 41% with no one message of error, just stopped on 43% on the CA Service Desk Manager configuration step.

     

    The stdlog file does not show any error messages.

     

    The install.log shows in the last lines:

     

    11-18,12:04:49 INFO - MDBTools_0116I - Reconciling the database with the MDB schema information
    11-18,12:04:55 INFO - MDBTools_0321I - Reconciliation found 0 objects
    11-18,12:04:55 INFO - MDBTools_0311I - DBDriver successfully installed.
    11-18,12:04:55 INFO - MDBTools_0330I - Searching for dependent objects to install.
    11-18,12:04:55 INFO - MDBTools_0332I - Completed installation of dependent objects.
    11-18,12:04:55 INFO - MDBTools_0104I - Total time: 0H:0M:7S.
    11-18,12:04:55 Executing post-process: "C:\Users\SERVIC~1\AppData\Local\Temp\\casm\mssql\setupmdb_post.bat"
    11-18,12:04:57 Created the mdb signature
    11-18,12:04:57 Setupmdb_post exit /B return code=0
    11-18,12:04:57 Updating the MDB Common Component Directory
    11-18,12:04:57 Copying the MDB resources to 'C:\Program Files\CA\SC\Mdb\Windows'
    11-18,12:05:01 MDB setup completed successfully

     

    Can anyone help?

     

    I see this link CA Service Desk Manager 14.1 installation  but I do not know if it's the same problem!@



  • 2.  Re: CA Service Management Installation Error

    Posted 11-18-2016 11:10 AM

    Diego,

     

    As it's the SDM configuration task that's failing, my guess is that pdm_load tasks did not finish properly and there by resulted in this behavior.

     

    Did you enable Windows 8.3 File naming on the drive to which you are installing SDM to?

     

    Secondly, all SDM logs would help,  NX_ROOT/log folder especially, which would indicate what SDM was doing during the configuration time.

     

    _R



  • 3.  Re: CA Service Management Installation Error

    Posted 11-18-2016 11:52 AM

    Here are the steps to confirm if 8.3 is enabled on the drive where SDM is being installed

     

    Installation Considerations - CA Service Management - 14.1 - CA Technologies Documentation 



  • 4.  Re: CA Service Management Installation Error

    Posted 11-18-2016 12:23 PM

    Hi Paul!!

     

    Thanx for your reply!!

     

    The 8.3 File naming was disabled, i enable with this tutorial: Enable 8.3 Naming Convention on Windows Server 2008 R2 – doOdzZZ's Notes 

     

    Before, i try to execute the commands as illustrated in the CA document too!

    8.3 file naming working fine, now!!

     

    Many thanx!!!



  • 5.  Re: CA Service Management Installation Error

    Posted 11-18-2016 01:14 PM

    After you enabled 8.3, did you uninstall SDM, reboot the server and reinstall?



  • 6.  Re: CA Service Management Installation Error

    Posted 11-18-2016 01:17 PM

    I reboot the server but didint uninstall SDM!

     

    I will try this now!!!!



  • 7.  Re: CA Service Management Installation Error

    Posted 11-18-2016 01:54 PM

    Hi Paul_Coccimiglio!!

     

    I uninstalled the SDM and reboot the sever but still giving the same erro on 93% of the CA Service Desk Manager configuration step:

     



  • 8.  Re: CA Service Management Installation Error

    Posted 11-18-2016 02:07 PM

    Please provide the install.log referenced in the error along withe configure.log



  • 9.  Re: CA Service Management Installation Error

    Posted 11-18-2016 02:11 PM
      |   view attached

    Attached, Paul!!!

    Attachment(s)

    zip
    install.log.zip   227K 1 version


  • 10.  Re: CA Service Management Installation Error

    Posted 11-18-2016 02:22 PM

    The CONFIGURE.LOG file from the NX_ROOT\LOG folder would also be helpful



  • 11.  Re: CA Service Management Installation Error

    Posted 11-18-2016 02:25 PM
      |   view attached

    Attached!!!

    Attachment(s)

    zip
    configure.log.zip   7K 1 version


  • 12.  Re: CA Service Management Installation Error

    Posted 11-18-2016 12:19 PM

    Thanx for your reply, Raghu.Rudraraju!!

    I tried to install again before enable the Windows 8.3 File naming (was disabled), but still giving this error:

     

     

    I am attaching the log files for analysis!

     

    As I said, I could not identify any errors connected to the installation!

     

    Many thanx again, Raghu!!!



  • 13.  Re: CA Service Management Installation Error

    Posted 11-18-2016 12:30 PM

    I think below's the reason why pdm_configure is finishing with non-zero exit code:

     

    11/18 14:23:52.915 INFO  InstallMSSqlMdbTask.java   246 Changed database context to 'mdb'.

     

    11/18 14:23:52.917 INFO  InstallMSSqlMdbTask.java   246 Msg 457, Level 16, State 1, Server XXXXXXX\XXXXXXXX, Line 71

     

    11/18 14:23:52.917 INFO  InstallMSSqlMdbTask.java   246 Implicit conversion of varchar value to varchar cannot be performed because the collation of the value is unresolved due to a collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in add operator.

     

    11/18 14:23:52.927 ERROR InstallMSSqlMdbTask.java   262 Failed to check sql user

    11/18 14:23:52.927 INFO  Task.java              276 retCode 0: Unknown error code 0

    11/18 14:23:52.928 WARN  ConfigThread.java      582 Configuration task (Configurar o MS SQL Server) is failed in step : 11



  • 14.  Re: CA Service Management Installation Error

    Posted 11-18-2016 12:41 PM

    Maybe some error with mdbadmin user credentials?

    Or some permission on SQL?



  • 15.  Re: CA Service Management Installation Error

    Posted 11-18-2016 01:12 PM

    I opened the case 00609441 for verification!!



  • 16.  Re: CA Service Management Installation Error

    Posted 11-18-2016 03:39 PM

    I tried to install again in a new inviroment and gives the same error.

     

    It seems that something is not quite right in SQL, I will try to remove all the users created in the installation attempts and re-create all of them.. 



  • 17.  Re: CA Service Management Installation Error

    Posted 11-20-2016 08:49 AM

    All we're doing during this step is to invoke sqlclmd:

     

    sqlcmd -U dbauser -P dbaPassword  -S server\instance  -i tmp_sql.sql                 

     

    or 

     

    sqlcmd -E  -S server\instance -i tmp_sql.sql

     

    SQL Server is rejecting this with the collation error.

     

    11/18 14:23:52.917 INFO  InstallMSSqlMdbTask.java   246 Implicit conversion of varchar value to varchar cannot be performed because the collation of the value is unresolved due to a collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in add operator.

     

    I'm not 100% sure if this is related to collation of your database or about users.  Mostly the collation...

     

    Almost seems like your master database has one set of collation vs mdb/tempdb or the instance which has another?  Something that one of your DBAs maybe able to help out on?

     

     

    _R



  • 18.  Re: CA Service Management Installation Error
    Best Answer

    Posted 11-21-2016 06:20 AM

    Guys, many thanx for all the replys!

     

    After restarting SQL the configuration was terminated without erros!

     

    Many many thanx again!!