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17.3 Installation CA Service Desk - runs in error

  • 1.  17.3 Installation CA Service Desk - runs in error

    Posted Aug 10, 2021 10:56 AM
    Edited by Peter Schmidt Aug 10, 2021 01:17 PM
    Hi,
    at customer I'm trying to install CA Service Management on new machine.
    Windows 2019 64 Bit, SQL-Server 64 Bit, German

    First steps ar runnung ok but when it tries to update MDB it dies with errors listed below.
    Rerun does not help.
    Resources are fresh downloaded. I unpacked the iso and stared installation from path (without any blanks).

    Extract of install.log:
    2021/08/10 16.44.26.591 DEBUG [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [DatabasePersister] Query Parameters: lower(machineName) - (win0860); lower(packageid) - (task.sdm.patch.mdb.17.3); productCode(0)
    2021/08/10 16.44.26.591 INFO [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [DatabasePersister] al_cdb_componentinstallstate count 1
    2021/08/10 16.44.26.592 DEBUG [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [DatabasePersister] Update to al_cdb_componentinstallstate successful
    2021/08/10 16.44.26.593 INFO [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [DeployThread] Task 'task.sdm.patch.mdb.17.3' status saved to DB ....
    2021/08/10 16.44.26.593 DEBUG [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [ProgressPage] ProgressPage - Task Error.
    2021/08/10 16.44.26.593 DEBUG [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [ProgressPage] Task Error. TaskID: task.sdm.patch.mdb.17.3,CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3
    2021/08/10 16.45.38.660 WARN [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [Messages] Unable to find resource task.sdm.patch.mdb.17.3 in bundle com/ca/smsi/installui/resources/ui/configui
    2021/08/10 16.45.38.664 INFO [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [SDMPatch] Copying log files from D:\Program Files (x86)\CA\Service Desk Manager\patches\cum3 to C:\Users\u805082\AppData\Local\Temp\casm\Patching\17_3_20210810_163731\SDM_MDB_20210810_164408
    2021/08/10 16.45.38.769 INFO [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\u805082\AppData\Local\Temp\casm\Patching\17_3_20210810_163731\SDM_MDB_20210810_164408
    2021/08/10 16.45.40.652 INFO [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\u805082\AppData\Local\Temp\casm\Patching\17_3_20210810_163731\SDM_MDB_20210810_164408
    2021/08/10 16.45.56.131 INFO [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\u805082\AppData\Local\Temp\casm\Patching\17_3_20210810_163731\SDM_MDB_20210810_164408
    2021/08/10 16.45.56.131 DEBUG [DeployThread: CA Service Desk Manager-MDB-Aktualisierungen werden angewendet: 17.3 ] [Task] inside initErrMap() generic. This method should be overloaded if possible
    2021/08/10 16.45.57.131 INFO [DeployThread] [DeployThread] task.sdm.patch.mdb.17.3 : failed

    Error creating or opening D:\Program Files (x86)\CA\Service Desk Manager\patches\cum3/findcommon.bat [5:Zugriff verweigert]  (access denied)
    When I'm trying to start the batch from from powershell - access is not denied.

    Would be great to get some help.
    Regards,
    Peter


  • 2.  RE: 17.3 Installation CA Service Desk - runs in error

    Broadcom Employee
    Posted Aug 10, 2021 02:34 PM
    Seems like some sort of permissions issue.

    I presume you launched the SDM 17.3 installer with 'Run as Administrator' and you are logged into the server as the local administrator?

    ------------------------------
    Paul Coccimiglio
    ------------------------------



  • 3.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Aug 11, 2021 01:19 AM
    Hi Paul,
    yes, I started the installer with  'Run as Administrator' and I am logged into the server as domain-user with local admin-rights on the servers used for installation.

    Hm, mdb could be created? Schema was installed and filled in the installation-steps before.
    al_cdb_componentinstallstate shows the actual state as expected.
    Why does task.sdm.patch.mdb.17.3 fail?
    From CMD or powershell I can start the bat-file D:\Program Files (x86)\CA\Service Desk Manager\patches\cum3/findcommon.bat
    Do you know which parameters should be sent to the bat? Then I could call it manually and trace the problem.

    Regards,
    Peter


  • 4.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Aug 11, 2021 03:32 AM
    Hi Paul,
    I opened CASE 32810126 for it.
    I hope to get it cleared timely.
    I'll keep you informed.

    Thanks and regards,
    Peter


  • 5.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Aug 12, 2021 03:44 AM
    Hi Peter,

    sometimes I see this kind of issues... Normally are related to security policies....

    You can try to install with a local administrator user (not domain user).

    Thanks and Regards,
    Carlos


  • 6.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Aug 12, 2021 04:56 AM
    Hi Carlos,
    thanks.
    Meanwhile I checked it with an local-local admin user.
    But the problem remains the same.
    Support could reproduce it in parts and we are anlyzing it.

    Thanks and regards,
    Peter


  • 7.  RE: 17.3 Installation CA Service Desk - runs in error

    Broadcom Employee
    Posted Sep 07, 2021 03:47 AM
    Edited by Brian Mathato Sep 07, 2021 03:51 AM
    How about testing the same on another similar built server? Just trying to see if this is server-specific or generic across the servers or even an issue with the ISO in question...

    ------------------------------
    Kind Regards,
    Brian
    [JobTitle]
    [Country]
    ------------------------------



  • 8.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Sep 14, 2021 05:34 AM
    Hi Brian,
    yes, I also tried on other servers.

    BUT
    After downloading the iso again and starting directly from mounted ISO it ran over this point.
    But after this we ran into EEM-Integration problem which is handled in other place (integrated manually).

    The error came up, I think, with the unpacked iso (mounted ISO, copied files to other place).
    In former versions we had the problem that starting from mounted iso didn't work ... hm ...

    So, after unpacking and copying between servers, there might be problems with windows filesystem-rights.
    That's what I can say at the moment:

    USE MOUNTED ISO and hope ;-)

    Regards,
    Peter


  • 9.  RE: 17.3 Installation CA Service Desk - runs in error

    Broadcom Employee
    Posted Sep 07, 2021 05:13 PM
    Hi Peter,
    I had some similar problems if the 8dot3 naming convention was not enabled or if it was enabled after some of the SDM folders were created. Check if the short name exists for all levels of the SDM installation path.

    Jakub


  • 10.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Sep 13, 2021 04:41 AM
    Hi Jakub,
    thanks, but 8dot3 is set in preinstallation-phases.
    8dot3 ist set for all used drvies bevore installing Service-Management.

    Regards,
    Peter


  • 11.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Sep 10, 2021 10:50 AM
    Hi Peter & Paul,

    Did this issue resolved ? if yes , please let us know as we are facing same issue while upgrading from 17.1 to 17.3 version .
    Computer Associates CAZIPXP Version 1.8
    2021/09/03 13.22.49.450 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities]
    2021/09/03 13.22.49.451 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Uncompressing D:\Program Files\CA\Service Desk Manager\patches\cum3\MSSQL_MDB.CAZ ...
    2021/09/03 13.22.49.451 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] findcommon.bat
    2021/09/03 13.22.49.452 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Error creating or opening D:\Program Files\CA\Service Desk Manager\patches\cum3/findcommon.bat [5:Access is denied.]
    2021/09/03 13.22.49.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 6152
    2021/09/03 13.22.49.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Command terminated with error
    2021/09/03 13.22.49.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [PatchUtil] Going to sleep for [ 180000] millis after un-cazing patch.
    2021/09/03 13.25.49.457 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [PatchUtil] Executing next command after Un-cazing.
    2021/09/03 13.25.49.466 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] In Process Monitor. Monitoring : java.lang.ProcessImpl
    2021/09/03 13.25.49.466 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Start Monitor. Process ID (PID): 8552
    2021/09/03 13.25.49.637 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] The syntax of the command is incorrect.
    2021/09/03 13.25.49.639 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 8552
    2021/09/03 13.25.49.640 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Command terminated with error
    Any help would be much apprciated.

    Thanks and Regards,
    sachin mishra


  • 12.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Sep 10, 2021 10:50 AM
    Hi All,

    Here are the error logs :-
    2021/09/03 13.22.49.430 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [PatchUtil] Un-Cazing zip file : "E:\\filestore\utils\ApplyPTF\CAZIPXP.EXE" -u "D:\Program Files\CA\Service Desk Manager\patches\cum3\MSSQL_MDB.CAZ"
    2021/09/03 13.22.49.435 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] In Process Monitor. Monitoring : java.lang.ProcessImpl
    2021/09/03 13.22.49.435 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Start Monitor. Process ID (PID): 6152
    2021/09/03 13.22.49.450 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities]
    2021/09/03 13.22.49.450 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Computer Associates CAZIPXP Version 1.8
    2021/09/03 13.22.49.450 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities]
    2021/09/03 13.22.49.451 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Uncompressing D:\Program Files\CA\Service Desk Manager\patches\cum3\MSSQL_MDB.CAZ ...
    2021/09/03 13.22.49.451 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] findcommon.bat
    2021/09/03 13.22.49.452 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Error creating or opening D:\Program Files\CA\Service Desk Manager\patches\cum3/findcommon.bat [5:Access is denied.]
    2021/09/03 13.22.49.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 6152
    2021/09/03 13.22.49.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Command terminated with error
    2021/09/03 13.22.49.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [PatchUtil] Going to sleep for [ 180000] millis after un-cazing patch.
    2021/09/03 13.25.49.457 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [PatchUtil] Executing next command after Un-cazing.
    2021/09/03 13.25.49.466 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] In Process Monitor. Monitoring : java.lang.ProcessImpl
    2021/09/03 13.25.49.466 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Start Monitor. Process ID (PID): 8552
    2021/09/03 13.25.49.637 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] The syntax of the command is incorrect.
    2021/09/03 13.25.49.639 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 8552
    2021/09/03 13.25.49.640 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [CommonProcessUtilities] Command terminated with error
    2021/09/03 13.25.49.640 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Copying log files from D:\Program Files\CA\Service Desk Manager\patches\cum3 to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.25.49.661 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.25.50.346 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.25.55.436 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.25.55.436 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Exit code of SDM MDB script : 255
    2021/09/03 13.25.55.438 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ProgressPage] ProgressPage - Task Changed Applying CA Service Desk Manager MDB Update(s) : 17.3
    2021/09/03 13.25.55.438 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ProgressPage] Task State Changed. TaskID: task.sdm.patch.mdb.17.3,Applying CA Service Desk Manager MDB Update(s) : 17.3 , Old State: running, New State:failed
    2021/09/03 13.25.55.438 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DeployThread] Saving task status to DB for task task.sdm.patch.mdb.17.3
    2021/09/03 13.25.55.438 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DeployThread] Saving task 'task.sdm.patch.mdb.17.3' status to DB ....
    2021/09/03 13.25.55.438 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DatabasePersister] Saving component install state to database.
    2021/09/03 13.25.55.438 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DatabasePersister] Insert/Update Parameters: productCode (0); currVersion (17.3); status(failed); packageId(task.sdm.patch.mdb.17.3)
    2021/09/03 13.25.55.453 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DatabasePersister] Query Parameters: lower(machineName) - (ui2qcaap009x); lower(packageid) - (task.sdm.patch.mdb.17.3); productCode(0)
    2021/09/03 13.25.55.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DatabasePersister] al_cdb_componentinstallstate count 1
    2021/09/03 13.25.55.453 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DatabasePersister] Update to al_cdb_componentinstallstate successful
    2021/09/03 13.25.55.453 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [DeployThread] Task 'task.sdm.patch.mdb.17.3' status saved to DB ....
    2021/09/03 13.25.55.453 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ProgressPage] ProgressPage - Task Error.
    2021/09/03 13.25.55.453 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [ProgressPage] Task Error. TaskID: task.sdm.patch.mdb.17.3,Applying CA Service Desk Manager MDB Update(s) : 17.3
    2021/09/03 13.26.09.532 WARN [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [Messages] Unable to find resource task.sdm.patch.mdb.17.3 in bundle com/ca/smsi/installui/resources/ui/configui
    2021/09/03 13.26.09.547 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Copying log files from D:\Program Files\CA\Service Desk Manager\patches\cum3 to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.26.09.563 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.26.10.016 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.26.14.079 INFO [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [SDMPatch] Log files copied successfully to C:\Users\ADMINM~2\AppData\Local\Temp\casm\Patching\17_3_20210903_131732\SDM_MDB_20210903_132549
    2021/09/03 13.26.14.079 DEBUG [DeployThread: Applying CA Service Desk Manager MDB Update(s) : 17.3 ] [Task] inside initErrMap() generic. This method should be overloaded if possible
    2021/09/03 13.26.15.079 INFO [DeployThread] [DeployThread] task.sdm.patch.mdb.17.3 : failed
    2021/09/03 13.26.15.079 INFO [DeployThread] [DeployThread] Abort requested while running task: Applying CA Service Desk Manager MDB Update(s) : 17.3
    2021/09/03 13.26.37.924 DEBUG [main] [InstallerUI] Copying to D:\Program Files\CA\SC\logs202109031326
    2021/09/03 13.26.37.924 DEBUG [main] [InstallerUI] Copying from C:\Users\ADMINM~2\AppData\Local\Temp\casm
    2021/09/03 13.26.39.377 DEBUG [main] [InstallerUI] Copying of logfile is done!!

    Regards,
    sachin mishra


  • 13.  RE: 17.3 Installation CA Service Desk - runs in error

    Posted Jan 06, 2022 03:30 AM
    Hi ,

    I faced same issue at same stage.
    I followed following steps and issue got resolved.

    1.Stopped AV and windows firewall.
    2. Made LAC permission for logged in user as "Never notify".
    3. Uninstalled the product and deleted each trace/folders from C drive and installation drive.
    4. post above steps, reboot server and copy ISO on local drive or installation drive and run the setup as administrator.
    5. while entering installation path...remove space from path name (ex. instead of C:/Programe Files/Service desk manager, it  should be   "C:/ProgrameFiles/Servicedeskmanager,")


    this worked for me. both  scenarios 1. fresh install of 17.3 and 2. upgrade from 17.1 to 17.3.