CA Service Management

I was doing fresh installation of CA Service Desk 14.1. However  got the error on step "Integrating the products". Attaching the install.log, config log file and error screenshot.

Config Log:

"

02/28 18:33:11.814 INFO Task.java 276 retCode 0: Unknown error code 0
02/28 18:33:11.814 INFO ConfigThread.java 589 Configuration progress : 11 out of 28 tasks completed.
02/28 18:33:11.814 INFO ConfigThread.java 549 Executing task# 12, task name : Validate Extension Tables
02/28 18:33:11.814 INFO Task.java 214 Running: Validate Extension Tables
02/28 18:33:11.814 INFO CheckExtensionTables.java 184 Starting CheckExtensionTables
02/28 18:33:12.972 INFO CheckExtensionTables.java 261
02/28 18:33:12.972 INFO CheckExtensionTables.java 261 COLCOUNT
02/28 18:33:12.972 INFO CheckExtensionTables.java 261 ----------
02/28 18:33:12.972 INFO CheckExtensionTables.java 261 0
02/28 18:33:12.972 INFO CheckExtensionTables.java 261
02/28 18:33:13.237 INFO CheckExtensionTables.java 214 Extension tables already updated
02/28 18:33:13.237 INFO CheckExtensionTables.java 230 CheckExtensionTables complete
02/28 18:33:13.237 INFO Task.java 276 retCode 0:
02/28 18:33:13.237 INFO ConfigThread.java 589 Configuration progress : 12 out of 28 tasks completed.
02/28 18:33:13.237 INFO ConfigThread.java 549 Executing task# 13, task name : Applying patches
02/28 18:33:13.237 INFO Task.java 214 Running: Applying patches
02/28 18:33:13.237 INFO PatchDatabaseTask.java 353 Executing altArgs >orcl_check_db -c -s dchrmstkt<
02/28 18:33:14.566 INFO ? ? Process E:\CA\SDM\bin\orcl_check_db.exe completed with exit code 99
02/28 18:33:14.566 ERROR PatchDatabaseTask.java 607 Can't connect to the database.
02/28 18:33:14.566 ERROR PatchDatabaseTask.java 665 Can not connect to the Database Server."

Install log file:

"2018/02/28 16.30.42.638 ERROR [DeployThread: Integrating the Products] [AutoIntegrateTask] Installation was success but one or more integration tasks failed, please see log for more details
2018/02/28 16.30.42.638 DEBUG [DeployThread: Integrating the Products] [ProgressPage] ProgressPage - Task Changed Integrating the Products
2018/02/28 16.30.42.638 DEBUG [DeployThread: Integrating the Products] [ProgressPage] Task State Changed. TaskID: task.auto_integration,Integrating the Products, Old State: running, New State:failed
2018/02/28 16.30.42.639 INFO [DeployThread: Integrating the Products] [DeployThread] Saving task 'task.auto_integration' status to DB ....
2018/02/28 16.30.42.639 INFO [DeployThread: Integrating the Products] [DatabasePersister] Saving component install state to database.
2018/02/28 16.30.42.639 DEBUG [DeployThread: Integrating the Products] [DatabasePersister] Insert/Update Parameters: productCode (0); currVersion (14.1); status(failed); packageId(task.auto_integration)
2018/02/28 16.30.42.733 DEBUG [DeployThread: Integrating the Products] [DatabasePersister] Query Parameters: lower(machineName) - (dchrmstkt); lower(packageid) - (task.auto_integration); productCode(0)
2018/02/28 16.30.42.733 INFO [DeployThread: Integrating the Products] [DatabasePersister] al_cdb_componentinstallstate count 1
2018/02/28 16.30.42.733 DEBUG [DeployThread: Integrating the Products] [DatabasePersister] Update to al_cdb_componentinstallstate successful
2018/02/28 16.30.42.749 INFO [DeployThread: Integrating the Products] [DeployThread] Task 'task.auto_integration' status saved to DB ....
2018/02/28 16.30.42.749 DEBUG [DeployThread: Integrating the Products] [ProgressPage] ProgressPage - Task Error.
2018/02/28 16.30.42.749 DEBUG [DeployThread: Integrating the Products] [ProgressPage] Task Error. TaskID: task.auto_integration,Integrating the Products"

And the error screen shot;

Kindly do the needful.

Regrads,

Kripesh

Hi Kripesh,

Perhaps the article below is applicable to your environment?

CA Service Desk Manager (CA SDM) install fails whe - CA Knowledge 

As noted in the cause:

"SQL Native Client layer cannot connect to SQL Server after the TLS 1.2 protocol is enabled on the SQL Server.

Such issues happen when the SQL Native Client layer does not support the TLS 1.2 restrictions when compared to the SQL Server layer."  

Thanks,
Scott

Ho Scott,

I doing the installation on oracle database.

Can you verify if 8dot3 is enabled?

Please run the following command to do so:

E:\Users\Administrator>FSUTIL.EXE 8dot3name query e:

If it is disabled it will return the following:

The volume state is: 1 (8dot3 name creation is disabled).

To enable it run the following command:

E:\Users\Administrator>FSUTIL.EXE 8dot3name set e: 0

Then try the installation again.

If you are still having issues I would suggest to open a ticket to further investigate.

Hi Scott,

I have enabled 8dot3name and then did the installation again and got error again.

I have found the suspected error from the installation log file which might be the cause of installation failure.

Kindly go through the below logs and suggest the solution.

"

2018/03/12 16.54.39.722 DEBUG [AWT-EventQueue-0] [CmdLineUtility] Oracle Database 12c Enterprise Edition Release 12.1.0.2.0 - 64bit Production
2018/03/12 16.54.39.722 DEBUG [AWT-EventQueue-0] [CmdLineUtility] PL/SQL Release 12.1.0.2.0 - Production
2018/03/12 16.54.39.722 DEBUG [AWT-EventQueue-0] [CmdLineUtility] CORE 12.1.0.2.0 Production
2018/03/12 16.54.39.722 DEBUG [AWT-EventQueue-0] [CmdLineUtility] TNS for 64-bit Windows: Version 12.1.0.2.0 - Production
2018/03/12 16.54.39.722 DEBUG [AWT-EventQueue-0] [CmdLineUtility] NLSRTL Version 12.1.0.2.0 - Production

2018/03/12 16.55.55.665 DEBUG [AWT-EventQueue-0] [ProcessUtilities] working directory F:\bin does not exist. Okay for pre-installs.

2018/03/12 17.13.00.431 ERROR [DeployThread: Integrating the Products] [TCP_port] java.net.ConnectException: Connection refused: connect
java.net.ConnectException: Connection refused: connect

2018/03/12 17.13.00.440 ERROR [DeployThread: Integrating the Products] [SLUMP] Can't logon to slump - check server daemons: java.io.IOException: java.net.ConnectException: Connection refused: connect
2018/03/12 17.13.00.440 WARN [DeployThread: Integrating the Products] [SDMIntegrationHelper] Test process Slump_Process_Tester failed to logon to Slump. java.io.IOException: java.net.ConnectException: Connection refused: connect
2018/03/12 17.13.00.440 INFO [DeployThread: Integrating the Products] [SDMIntegrationHelper] Closing Slump connection for casm_integrator_dchrmstkt
2018/03/12 17.13.00.441 WARN [DeployThread: Integrating the Products] [SDMIntegrationHelper] Error occured while slump logoff. Reason : null
2018/03/12 17.13.00.441 INFO [DeployThread: Integrating the Products] [SDMValidator] Slump connection is Up : false
2018/03/12 17.13.00.441 ERROR [DeployThread: Integrating the Products] [AutoIntegrateTask] Error occured during the validation of the endpoints : Unable to connect to CA Service Desk Manager on server dchrmstkt
2018/03/12 17.13.00.441 ERROR [DeployThread: Integrating the Products] [AutoIntegrateTask] will continue executing the next integration Task
2018/03/12 17.13.00.441 DEBUG [DeployThread: Integrating the Products] [ConfigureAdditionalServersInSDM] isConventional (true(, isSDMUpgrade(false)
2018/03/12 17.13.00.441 INFO [DeployThread: Integrating the Products] [ConfigureAdditionalServersInSDM] Skipping adding additional servers task.
2018/03/12 17.13.00.441 INFO [DeployThread: Integrating the Products] [ConfigureAdditionalServersInSDM] Creation of Additional Servers in CA SDM, isAllowed : false
2018/03/12 17.13.00.441 DEBUG [DeployThread: Integrating the Products] [AutoIntegrateTask] Executing auto-integration task : Class <com.ca.smsi.installui.integration.tasks.ConfigureAdditionalServersInSDM> . Integration isAllowed : false

2018/03/12 17.13.10.599 ERROR [DeployThread: Integrating the Products] [RestartSDMServices] Unable to restart SDM services. Exitcode : 2
2018/03/12 17.13.10.599 ERROR [DeployThread: Integrating the Products] [AutoIntegrateTask] Error occured during intergration task : Unable to restart SDM services. Exitcode : 2

<com.ca.smsi.installui.integration.tasks.ConfigureOSOPWithSLCM> . Integration isAllowed : false
2018/03/12 17.13.10.601 INFO [DeployThread: Integrating the Products] [AutoIntegrateTask] Task execution complete. failedTasks.size() = 2
2018/03/12 17.13.10.601 ERROR [DeployThread: Integrating the Products] [AutoIntegrateTask] Installation was success but one or more integration tasks failed, please see log for more details
2018/03/12 17.13.10.601 DEBUG [DeployThread: Integrating the Products] [ProgressPage] ProgressPage - Task Changed Integrating the Products
2018/03/12 17.13.10.601 DEBUG [DeployThread: Integrating the Products] [ProgressPage] Task State Changed. TaskID: task.auto_integration,Integrating the Products, Old State: running, New State:failed

2018/03/12 17.13.10.618 DEBUG [DeployThread: Integrating the Products] [DatabasePersister] Query Parameters: lower(machineName) - (dchrmstkt); lower(packageid) - (task.auto_integration); productCode(0)
2018/03/12 17.13.10.618 INFO [DeployThread: Integrating the Products] [DatabasePersister] al_cdb_componentinstallstate count 1
2018/03/12 17.13.10.618 DEBUG [DeployThread: Integrating the Products] [DatabasePersister] Update to al_cdb_componentinstallstate successful
2018/03/12 17.13.10.618 INFO [DeployThread: Integrating the Products] [DeployThread] Task 'task.auto_integration' status saved to DB ....
2018/03/12 17.13.10.618 DEBUG [DeployThread: Integrating the Products] [ProgressPage] ProgressPage - Task Error.
2018/03/12 17.13.10.618 DEBUG [DeployThread: Integrating the Products] [ProgressPage] Task Error. TaskID: task.auto_integration,Integrating the Products"

Regards,

Kripesh 

Kripesh,

May I recommend raising a support case for this please, I think it'd be easier for us to get a webex going to look into why SDM can't connect.

Thx

_R

HI kripesh

wt wt other products have you in you renvironment?

USS & Service Catalog both?

if auto integration failing. You can go for manual integration.