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CA SDM 17.1 installation

  • 1.  CA SDM 17.1 installation

    Posted Sep 19, 2019 07:57 AM
      |   view attached
    Team,
    I have a problem with installation SDM 17.1 on a DB instance. 


    During the configuration after installation I get this error message.


    After the installation the DB and schema is created, but MDB is empty (for example pri and call_req tables)

    If I manually run the configuration after this unsuccessful installation, the following error appears
    If I continue to finish the configuration, all other tasks are OK and SDM works fine.


    The next configuration attempt displays a warning that the DB was previously configured by another server (don't know why - the server is the same)

    And the configuration is OK for all tasks

    So now I have an implementation which seems to be OK. The only difference I noticed is missing .HIS file, which may have some unpredictable impacts in the future (maybe problems with patches implementation?)

    Any ideas what could be wrong?

    Regards,
    Jakub



    I have attached the log files saved after the unsuccessful installation attempt. There is an error message in the configure.log:

    09/16 17:58:58.161 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : SQL Server Network Interfaces: Error Locating Server/Instance Specified [xFFFFFFFF]. .

    09/16 17:58:58.161 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Login timeout expired.

    09/16 17:58:58.161 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..


    Attachment(s)

    zip
    log.zip   423 KB 1 version


  • 2.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Sep 19, 2019 08:24 AM
    Do you have the NAMED PIPES protocol enabled on the SQL Server instance?

    ------------------------------
    Paul Coccimiglio
    Principal Support Engineer
    Broadcom Inc.
    ------------------------------

    Original Message


  • 3.  RE: CA SDM 17.1 installation

    Posted Sep 19, 2019 11:07 AM
    Hi Paul,
    thanks for the tip - I've asked the customer to verify the SQL server settings.

    Have a great day,
    Jakub
    Original Message


  • 4.  RE: CA SDM 17.1 installation

    Posted Sep 20, 2019 04:48 AM
    Hi Paul,
    the customer enabled the NAMED PIPES protocol, but the result of a new installation is the same - it failed during the configuration phase.

    The error messages are similar:

    09/20 09:48:17.937 INFO InstallMSSqlMdbTask.java 184 Finished setting up MDB.
    09/20 09:48:17.937 INFO InstallMSSqlMdbTask.java 187 Setting up User (mdbadmin).
    09/20 09:48:27.056 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : SQL Server Network Interfaces: Error Locating Server/Instance Specified [xFFFFFFFF]. .

    09/20 09:48:27.056 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Login timeout expired.

    09/20 09:48:27.056 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..

    09/20 09:48:27.056 ERROR InstallMSSqlMdbTask.java 262 Failed to check sql user
    09/20 09:48:27.056 INFO Task.java 276 retCode 0: Unknown error code 0
    09/20 09:48:27.056 WARN ConfigThread.java 582 Configuration task (Configure MS SQL Server) is failed in step : 11
    09/20 09:48:27.056 INFO ConfigThread.java 549 Executing task# 12, task name : Validate Extension Tables
    09/20 09:48:27.056 INFO Task.java 214 Running: Validate Extension Tables
    09/20 09:48:27.056 INFO CheckExtensionTables.java 184 Starting CheckExtensionTables
    09/20 09:48:36.647 INFO CheckExtensionTables.java 261 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : SQL Server Network Interfaces: Error Locating Server/Instance Specified [xFFFFFFFF]. .
    09/20 09:48:36.647 INFO CheckExtensionTables.java 261 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Login timeout expired.
    09/20 09:48:36.647 INFO CheckExtensionTables.java 261 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..
    09/20 09:48:36.897 ERROR CheckExtensionTables.java 220 An unexpected error occurred check state of Extension Tables.
    See configure.log for additional details.
    09/20 09:48:36.897 INFO CheckExtensionTables.java 230 CheckExtensionTables complete
    09/20 09:48:36.897 INFO Task.java 276 retCode 99999: An unexpected error occurred check state of Extension Tables.
    See configure.log for additional details.
    09/20 09:48:36.897 WARN ConfigThread.java 582 Configuration task (Validate Extension Tables) is failed in step : 12
    09/20 09:48:36.897 INFO ConfigThread.java 549 Executing task# 13, task name : Applying patches
    09/20 09:48:36.897 INFO Task.java 214 Running: Applying patches
    09/20 09:48:36.897 INFO PatchDatabaseTask.java 353 Executing altArgs >sql_check_db -c -s APCZBRNO50 -o mdbadmin -d mdb -U mdbadmin -p <DB password> -n DBCZBRNO04.ysoft.local\SPIRAL_PROD<
    09/20 09:48:48.582 INFO ? ? Process D:\Service Desk Manager\bin\sql_check_db.exe completed with exit code 99
    09/20 09:48:48.582 ERROR PatchDatabaseTask.java 607 Can't connect to the database.
    09/20 09:48:48.582 ERROR PatchDatabaseTask.java 665 Can not connect to the Database Server.

    The MDB was created, but empty. Then I had to run the pdm_configure twice to finish successfully all the tasks. 

    Any other thoughts?

    Jakub
    Original Message


  • 5.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Sep 20, 2019 05:41 AM
    hi Jakub,

    Are you using "TCP dynamic ports" or do you specify the "TCP port"? If dynamic ports, perhaps hardcode the "TCP Port" in the IP Addresses tab of TCP/IP Properties under Protocols for the instance.

    Had you already reviewed this article: https://support.microsoft.com/en-us/help/944390/fix-error-message-when-you-connect-to-a-named-instance-of-sql-server-o

    Regards,
    Karen

    ------------------------------
    Broadcom
    ------------------------------

    Original Message


  • 6.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Sep 20, 2019 09:26 AM
    Is SQL configured on a non-standard port?

    ------------------------------
    Paul Coccimiglio
    Principal Support Engineer
    Broadcom Inc.
    ------------------------------

    Original Message


  • 7.  RE: CA SDM 17.1 installation

    Posted Sep 24, 2019 05:51 AM
    Hi,
    thank you all for your suggestions, I really appreciate your time.

    I'm still not sure what was is the root cause, but at least I have a working solution.

    The root cause was probably the underscore in the SQL instance name (instance SPIRAL_PROD). The problem was not only during the SDM installation but also for the Catalog and the USS portal. On the other hand, PAM installation was OK. It seems that the installation wizard at some point uses jdbc connection to the database which has some problems with the underscore in the instance name...

    As a solution, I've created an alias for the connection and a record in the windows hosts file which points the IP address of the DB server to this alias (without this, the wizard ignored the alias).

    After that, all the installation troubles dissapeared.

    Jakub
    Original Message


  • 8.  RE: CA SDM 17.1 installation

     
    Posted Sep 24, 2019 05:59 PM
    I had that same issue the other day -- I was trying to call it SDM_172 or something like that and it wouldn't work no matter what I did! Well, until I removed that underscore, that is!

    ------------------------------
    John Streeter
    Customer Support Lead | ITSM & Rally Software
    ------------------------------

    Original Message


  • 9.  RE: CA SDM 17.1 installation

    Posted Sep 25, 2019 01:33 AM
    Hi John,
    thank you for your confirmation...

    It would be great if CA included this in the documentation! Is there a process for this? Standard support case? I lost at least three days :(

    Jakub
    Original Message


  • 10.  RE: CA SDM 17.1 installation

    Posted Sep 25, 2019 03:06 AM
    I've created a support case for this.

    Thank you all!

    Jakub
    Original Message


  • 11.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Sep 25, 2019 03:21 AM
    > I've created a support case for this.

    Great. If you could include the URL of this Community post to that issue, that would help.

    Thanks, Kyle.
    Original Message


  • 12.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Sep 25, 2019 03:18 AM
    Edited by Kyle R Sep 25, 2019 03:19 AM
    Hello Jakub,

    Here are the main avenues.

    • Via a Support issue can look into a patch (if an application issue) or a knowledge document or documentation update.
    • Here via Communities to get that immediate information out there, even if not reproduced formally.
    • Via Ideation if it is more an enhancement request.

    Note that it is clear that a simple underscore should not stop a process from working. I'd recommend logging a Support issue.
    Sure, it happens - special characters are the bane of developers. But it would require more root cause analysis via Support to confirm the actual source of the problem (It could be our application, it could be the database, or something else entirely) before it goes down the patch review path.

    Communities are the place to get information out there immediately. 
    • I've seen this.
    • Me to.
    • It happens on this environment.
    • Didn't happen on this environment.
    • Worked around by this.
    A Support person can then make a judgement call on whether to put that into a Knowledge Document or not - even if it is NOT reproduced or gone via a Support issue. If they've got the bandwidth, someone might even test it out and log a Support issue if an issue is important enough. (It is better coming from a customer site though.) But given the quick update time of Communities, and the searchability of it, there is nothing that says that a Community post is any less an information source than a knowledge document. 

    Kyle_R.


  • 13.  RE: CA SDM 17.1 installation

    Posted Sep 27, 2019 07:51 AM
    OK, I'm still stuck.

    It seems that the root cause was not the underscore in the DB instance name. I asked the customer to create a new DB instance with a simple name (SPIRALPROD), I've reverted all the server snapshots and started the installation from scratch.

    Unfortunately, I got a similar error during the installation. The part of the configure.log can be seen at the end of this post. The mdb database remained empty (the installation failed during the configuration process).

    I've tried to install r17.1 and also r17.2 - same results. The mdb database and mdbadmin user were created, so the DB instance is accessible. I can also access the instance via MSSQL server and sqlcmd. 

    We use non-standard port 1455.

    I guess there is a problem on the SQL server. Is there anything the admins should check or setup? The named pipes protocol was enabled.

    Thank you,
    Jakub



    09/27 11:56:08.062 INFO ? ? Finished setting up MDB.
    09/27 11:56:08.062 INFO InstallMSSqlMdbTask.java 184 Finished setting up MDB.
    09/27 11:56:08.062 INFO InstallMSSqlMdbTask.java 187 Setting up User (mdbadmin).
    09/27 11:56:17.159 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : SQL Server Network Interfaces: Error Locating Server/Instance Specified [xFFFFFFFF]. .

    09/27 11:56:17.160 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Login timeout expired.

    09/27 11:56:17.160 INFO InstallMSSqlMdbTask.java 254 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..

    09/27 11:56:17.163 ERROR InstallMSSqlMdbTask.java 262 Failed to check sql user
    09/27 11:56:17.163 INFO Task.java 276 retCode 0: Unknown error code 0
    09/27 11:56:17.163 WARN ConfigThread.java 582 Configuration task (Configure MS SQL Server) is failed in step : 11
    09/27 11:56:17.163 INFO ConfigThread.java 549 Executing task# 12, task name : Validate Extension Tables
    09/27 11:56:17.163 INFO Task.java 214 Running: Validate Extension Tables
    09/27 11:56:17.163 INFO CheckExtensionTables.java 184 Starting CheckExtensionTables
    09/27 11:56:26.804 INFO CheckExtensionTables.java 261 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : SQL Server Network Interfaces: Error Locating Server/Instance Specified [xFFFFFFFF]. .
    09/27 11:56:26.804 INFO CheckExtensionTables.java 261 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Login timeout expired.
    09/27 11:56:26.804 INFO CheckExtensionTables.java 261 Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..
    09/27 11:56:27.070 ERROR CheckExtensionTables.java 220 An unexpected error occurred check state of Extension Tables.
    See configure.log for additional details.
    09/27 11:56:27.070 INFO CheckExtensionTables.java 230 CheckExtensionTables complete
    09/27 11:56:27.071 INFO Task.java 276 retCode 99999: An unexpected error occurred check state of Extension Tables.
    See configure.log for additional details.
    09/27 11:56:27.071 WARN ConfigThread.java 582 Configuration task (Validate Extension Tables) is failed in step : 12
    09/27 11:56:27.071 INFO ConfigThread.java 549 Executing task# 13, task name : Applying patches
    09/27 11:56:27.072 INFO Task.java 214 Running: Applying patches
    09/27 11:56:27.072 INFO PatchDatabaseTask.java 353 Executing altArgs >sql_check_db -c -s APCZBRNO50 -o mdbadmin -d mdb -U mdbadmin -p <DB password> -n DBCZBRNO04\SPIRALPROD<
    09/27 11:56:38.754 INFO ? ? Process D:\SERVIC~1\bin\sql_check_db.exe completed with exit code 99
    09/27 11:56:38.754 ERROR PatchDatabaseTask.java 607 Can't connect to the database.
    09/27 11:56:38.754 ERROR PatchDatabaseTask.java 665 Can not connect to the Database Server.
    Original Message


  • 14.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Sep 29, 2019 11:25 PM
    Edited by Kyle R Sep 29, 2019 11:26 PM
    Hello Jakub,

    I was writing up the below update, when I came across a Defect that is currently being investigated by our Engineering team. If you don't already have an issue logged with Support, please log an issue and request to be kept updated on Defect DE42550.

    There is also a DRAFT Knowledge Document in progress. This knowledge has NOT been finalised, so you should run it through a test environment first. Usual disclaimers apply.

    ------------------------------------------------------------------------------------
    Article Id: 107651
    Article title: CA SDM 17.1 installation against MS SQL Server over a non default SQL port fails
    Products:CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager

    Search Summary:
    CA Service Desk Manager (SDM) 17.1 installation against MS SQL Server over a non default SQL port fails with an error "Unable to create the mdbadmin user"

    Issue/Introduction:
    Some customer installations disable the MS SQL Browser service and configure SQL Server to use non default ports, like 3369, as opposed to the default 1433 port. CA Service Desk Manager (SDM) 17.1 installation against such an installation fails with an error "Unable to create the mdbadmin user"


    Install logs show:
    Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Named Pipes Provider: Could not open a connection to SQL Server [5]. .

    2018/07/10 13.10.26.156 DEBUG [DeployThread: Configuring CA Service Management common tables] [InstallCDB] Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : Login timeout expired.

    2018/07/10 13.10.26.156 DEBUG [DeployThread: Configuring CA Service Management common tables] [InstallCDB] Sqlcmd: Error: Microsoft ODBC Driver 13 for SQL Server : A network-related or instance-specific error has occurred while establishing a connection to SQL Server. Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections. For more information see SQL Server Books Online..

    2018/07/10 13.10.26.156 INFO [DeployThread: Configuring CA Service Management common tables] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 2424
    2018/07/10 13.10.26.156 DEBUG [DeployThread: Configuring CA Service Management common tables] [InstallCDB] Failed to create mdbadmin user
    2018/07/10 13.10.26.156 DEBUG [DeployThread: Configuring CA Service Management common tables] [InstallCDB] Failed to create mdbadmin user (mdbadmin) for Database Name (mdb) in (RealSDMHostName) Database.
    2018/07/10 13.10.26.156 ERROR [DeployThread: Configuring CA Service Management common tables] [InstallCDB] Creation of mdbadmin user failed.


    CA Service Desk Manager (SDM) 17.1 installation against MS SQL Server over a non default SQL port fails with an error "Unable to create the mdbadmin user"

    Environment:
    SDM 17.1 on MS SQL Server on a non default port

    Resolution
    First:
    1) on SDM node, invoke SQL Server Configuration Manager
    2) SQL Native Client 11.0 configuration (32bit) - Client Protocols - TCPIP -> right click on TCPIP and select properties -> Change the value of the Default port (example: 3369) to the SQL Server port that the remote SQL Server database uses. Click OK
    3) Repeat the same to SQL Native Client 11 configuration (this is the 64bit one)

    Second:
    1) SQL Native Client 11.0 configuration (32bit) - Aliases - Right click on the right pane and select New Alias
    2) Alias Name = <SQL Server Host Name>, Port No = <SQL Server port number (3369)>, Server = <SQL Server Host Name>
    3) Click OK
    4) Repeat 1, 2, 3 but this time for SQL Native Client 11.0 configuration (this is the 64bit one)

    Third:
    1) Restart SM Installer fully.
    2) On Database Configuration window - fill in the correct port # for SQL Server (example: 3369), fill in other details BUT do NOT fill in the Instance Name. The Database Server should have the value of your Database Alias created in SECOND phase above.
    3) Complete the details on rest of the screens and now the installer should be successful.


    Additional Information:
    The above steps to create SQL Alias is not needed on Catalog box, because Catalog uses JDBC.

    CA Engineering team is researching this case via defect DE42550

    ------------------------------------------------------------------------------------

    NOTE: Patches are released to the current version only. You'll need to be on ITSM 17.2 if CA Engineering release a patch later.


    For reference, here's what I was going to write . . . but I'm hopeful that the above may address your scenario.

    Thanks, Kyle_R.

    -------------------------------
    Let's check the plug.

    1) Are you using a SQL Server (and SQL client if on the server) that is listed in the ITSM Supportability Matrix for your version?
    Make sure that you know if you're using Standard/Enterprise/Azure, major/minor versions, physical or virtual hardware. Do they run on the O/S you have?
    (AIM: Basic requirements check. You can succeed on one part but fail on another if these are mismatched.)

    ITSM 17.1 Supportability Matrix
    https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-1/ca-service-management-17-1-release-notes/supportability-matrix.html#concept.dita_dd801bb19d89d244b4d622363543c4d9b19fdac9_Database

    ITSM 17.2 Supportability Matrix
    https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/ca-service-management-17-2-release-notes/supportability-matrix.html#concept.dita_dd801bb19d89d244b4d622363543c4d9b19fdac9_Database

    2) Was the MDB database actually created, or did it fail to create?
    Did it make any tables such as dbo.pri (Priority Table) which typically has a few default rows?
    (AIM: Check how far did the database creation actually get before failure?)

    Ask the DBA to do an inspection, if you don't have access to do this check.
    This should be present, as you got the "Finished setting up MDB" message.

    3) Can you do a SQL connection from your ITSM application server to the database with the same credentials?
    (AIM: Leave the SDM application out of the loop and check connectivity.)

    - - - - - 
    Testing connectivity to Microsoft SQL Server without any tools installed - Doug Rathbone
    https://dougrathbone.com/blog/2013/11/18/testing-connectivity-to-microsoft-sql-server-without-any-tools-installed
    • Save a text file called SQLTest.UDL.
    • Double-click it.
    • Connection tool comes up.
    Basics first : "UDL Test" – A Support Engineer's Guide to "Data Access" Galaxy
    https://blogs.msdn.microsoft.com/farukcelik/2007/12/31/basics-first-udl-test/
    - - - - - 

    4) If it did create the Priority table, then from the ITSM Application server can you pull this data from a command line?
    It does not matter which test - sqlcmd, isql, pdm_isql etc.
    (AIM: Check basic query execution works.)

    How to use "pdm_isql" to test connection and SQL queries from CA SDM to the database
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=122402

    Microsoft - SQLCMD Syntax
    https://docs.microsoft.com/en-us/sql/tools/sqlcmd-utility?view=sql-server-2017

    5) Can you get another test database within your test environment, and confirm that the software installs against it?
    (AIM: Confirm that the installation media for SDM is not corrupted in some way, by simplifying the environment.)

    This will also rule out many network and authentication issues, if you are performing the test in a simplified environment. 

    6) Checking the error message against our logged issues gives some Knowledge Documents:
    :A network-related or instance-specific error has occurred while establishing a connection to SQL Server."

    pdm_configure fails on MSSQL named instance when SQL Browser port is closed on firewall
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=101357

    .
    .
    .
    -------------------------------





    Original Message


  • 15.  RE: CA SDM 17.1 installation
    Best Answer

    Posted Sep 30, 2019 05:11 AM
    Edited by Christopher Hackett Sep 30, 2019 12:54 PM
    Hi Kyle,
    thank you for your investigation - yesterday we gave up finding a root cause and installed the SDM using a similar approach (but not exactly the same because I don't have access to the SQL Server Configuration Manager).

    My solution is very similar and has less configuration steps:
    1. on the SDM server invoke SQL Server Client Network Utility. I set up both 32 and 64bit versions, it's cliconfg.exe located under c:\Windows\System32\ and c:\Windows\SysWOW64

    2. Create server alias as on the picture below (my custom port is 1455).
    ​
    3. during the installation point the installer to the <db server hostname> and non-standard port, leave instance name empty.​

    I'm quite happy that we found a solution which is also recommended by CA :)

    Have a great day,
    Jakub

    PS. Some more notes...
    I had the same problems installing SDM 17.2 and also for CA Service Catalog. For USS portal and CA Process Automation, the alias was not required.


    Original Message


  • 16.  RE: CA SDM 17.1 installation

    Broadcom Employee
    Posted Oct 01, 2019 02:35 AM
    Thanks for the technical updates, Jakub.

    They may help someone else in the future.

    Kyle_R.
    Original Message