Administrator Tool does not open

[Jarus Bosman]

Hi,

We've done a number of Workbench and Administrator tool installations on identical PC's, all running Windows 10 64-bit.

I now came across one machine on which the Workbench runs perfectly, but the Administrator tool does not open. There are no Error messages and I can't see anything in any of the logs. The process (ADvantage.exe) appears in the Task Manager for a couple of seconds, briefly displays (not responding) then disappears. Network connectivity is fine.

Any ideas where I can look for clues on this abrupt application shutdown?

Kind regards,
Jarus

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[Sridhar Gooni]

Hello Jarus,

Can you check the windows event viewer to see if it has any information?

Harvest Release : 13.0.4?

Thanks,
Sridhar

[Jarus Bosman]

Hi Sridhar,

We're getting this in the Event Log:

ERROR:
Faulting application name: ADvantage.exe, version: 13.0.3.152, time stamp: 0x5af692fd
Faulting module name: KERNELBASE.dll, version: 10.0.17134.1792, time stamp: 0xa2337291
Exception code: 0xe06d7363
Fault offset: 0x001149c2
Faulting process id: 0x3620
Faulting application start time: 0x01d7a3171f4d26a4
Faulting application path: C:\Program Files\CA\SCM\ADvantage.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: d9e5ca2d-7721-4f5f-9795-5fd9d66c18e9
Faulting package full name:
Faulting package-relative application ID:


WARNING:
Loading dependency C:\Program Files\CA\SCM\xerces-c_3_1.dll from the current directory was not allowed when attempted by C:\Program Files\CA\SCM\ADvantage.exe. Another DLL was found: C:\Program Files\CA\SCM\x86\xerces-c_3_1.dll. For more information, see http://go.microsoft.com/fwlink/?LinkId=718136.​

We've installed the 64-bit version.

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[Sridhar Gooni]

Hello Jarus,

It seems like the ide is picking up the wrong dll.

Can you prepend "C:\Program Files\CA\SCM\x86" to the path variable and launch the administrator interface?

Thanks,
Sridhar

[Jarus Bosman]

Hi Sridhar,

We've checked the path, and the \x86 path is at the top. We then tried renaming the one onder \SCM to xerces-c_3_1.dll.bak to prevent it from picking that one up, but then it wants to do an installation when running the Administrator tool.

Also, we're still on 13.0.3. 

Regards,
Jarus

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[Jarus Bosman]

I still haven't been able to resolve this. Any assistance would be appreciated!

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[Mallikharjun Vemana]

Hi Jarus,

If you are sure that your path is something like this, 

PATH=C:\Program Files\CA\SCM\x86;C:\Program Files\CA\SCM;. . . . . 

Note: The x86 folder before the actual SCM installation folder.

then just rename both the xerces dlls (in the above two paths) and simply launch the administrator. Let it get into repair mode. It would then get back the dlls from the installer and launch the administrator automatically.

Also please make sure that no other harvest clients (like workbench, cmd-line etc...) are running on the machine when you attempt this rename and repair of installation.

Hope this helps.

Regards,
Mallik.

[Jarus Bosman]

Hi Mallik,

We executed these steps. The repair did run, and recreated the dll's.

We're now getting the same symptom, and the same error in the event viewer, but the warning specifying the dll in error (xerces-c_3_1.dll) is not there anymore. The rest of the error looks identical.

Any thoughts?

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[Sridhar Gooni]

Hello Jarus,
Can you send the latest error in event viewer?
Also can you try copying xerces dll from x86 folder to %CA_SCM_HOME%.
Before copying take a backup of dll in scmhome.

Thanks,
Sridhar

[Mallikharjun Vemana]

Hi Jarus,

Your last update gives me an impression that your windows registry might have been corrupted. To revive the setup, could you please try doing the following. This should put an end to all the problems you are facing.

1. Make a note of your CA_SCM_HOME directory.
2. Go to Control Panel and uninstall all CA Harvest applications and all its components (Ex. CA Enterprise Communicator)
3. Delete the CA_SCM_HOME directory
4. Delete the "Computer Associates" registry entry

5. Reboot the machine.
6. Reinstall Harvest client and test login

Hope this helps.

Regards,
Mallik.

[Jarus Bosman]

Hi Mallik, my sincere apologies for not responding for such a long time. We're busy with a performance cycle and will only be able to test this after mid November.

I'll keep everyone posted!

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[Jarus Bosman]

Hi Mallik,

We've tested your proposed solution, but the tool would still not open. We can see the process starting in the Windows Task Manager, but then it disappears after a couple of seconds. We just see the flash screen for a while, the login page is never displayed.

Kind regards,
Jarus

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Jarus Bosman
Senior Software Developer
State Information Technology Agency
South Africa
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[Balakrishna Shantamurthy]

Hi Jarus,

Thanks for the update,
1. We are of understanding you are still trying with V13.0.3 - 64 bit harvest on Windows 10 O.S.Please let us know if it is otherwise.
2.You have confirmed that you have deleted the entries under HKLM (HKEY_LOCAL_MACHINE)

Would it be possible to uninstall it once again and repeat step 2 again and step 3 ,step 4 as mentioned below
3.step#3(Navigate to registry Keys )
(a)HKEY_CURRENT_USER -->Computer Associates -2 entries included under this are ALLFusion Harvest Change Manager
Software Change Manager
Please delete Computer Associates and entries under it.
(b)Delete all entries in the %CA_SCM_HOME% manually-Clean up the residue .
4.Re-start the machine .Please attempt client installation with administrator privileges only (Run as Administrator).

Now let us know the outcome
Kindly let us know the outcome and we can setup a WebEx session with you to further trouble shoot on this.

Regards,
Balakrishna
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