Recreating the NX.keystore if a new maileater certificate addition fails after upgrade


Article ID: 103456


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


After either upgrading to Service Desk Manager to 17.1, or configuring a new 17.1 install with SSL for the first time, SSL doesn't work.

In the logs you may see messages similar to this:

[Thread-3] c.c.S.m.c.PDMMailerUtil - [pdm_perl,, -import, C:\certs\cert.cer] 
[Thread-5] c.c.S.m.c.PDMMailerUtil - keytool error: Keystore was tampered with, or password was incorrect 
[Thread-5] c.c.S.m.c.PDMMailerUtil - Keystore was tampered with, or password was incorrect 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at$JKS.engineLoad(Unknown Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at$DualFormatJKS.engineLoad(Unknown Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - at Source) 
[Thread-5] c.c.S.m.c.PDMMailerUtil - Caused by: Password verification failed 
[Thread-5] c.c.S.m.c.PDMMailerUtil - ... 8 more 
[Thread-4] c.c.S.m.c.PDMMailerUtil - 
DEBUG [Thread-4] c.c.S.m.c.PDMMailerUtil - FAILED: The certificate was not imported into the keystore. 
DEBUG [Thread-4] c.c.S.m.c.PDMMailerUtil - Exiting at line 170. 
DEBUG [Thread-3] c.c.S.m.c.PDMMailerUtil - Exit value from 1 

You may also see this message in the logs as well:

ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store.
javax.mail.MessagingException: PKIX path building failed: unable to find valid certification path to requested target

There may be a variety of other SSL related errors as well. The configuration may have worked in 14.1, but now in 17.1 it no longer works, even using the same certificate files.


When the nx.keystore is created the key should be populated in the NX.env file as the value:

Review the NX.env file, if this value is missing then there may have been a problem during the creation of the nx.keystore file.


Service Desk Manager 17.1 and newer


Before making any changes, on each server, take a backup of the following files (copy the files out to a separate directory; do not make a copy and rename the file in the same location):

- NX.env (in the SDM install directory)

- NX.keystore (in the SDM install's \pdmconf directory)

- client_nx.env (in the SDM install's \site directory)

In addition, collect any Root CA cert files that may need to be reimported, for Catalog, PAM, or Maileater usage.

Stop SDM on all servers

1) Delete the NX.env’s NX_KEYSTORE_REF entry 

2) Delete the file NX_ROOT\pdmconf\NX.keystore 

3) Delete the entry NX_KEYSTORE_REF from NX_ROOT\site\client_nx.env

Note: Repeat this on all SDM servers

4) Restart SDM on the Primary/BG server first, do not start other servers yet

5) Change directory to the SDM install folder's bin directory:

nxcd bin

5) type below via Windows command prompt, changing "<file.cer>" to each certificate used in maileater as well as any other SSL enabled integrations (usually PAM and Catalog):

pdm_perl -import <file.cer>

## Repeat the above pdm_perl command to import all needed certificates in the certificate chain for <file.cer>

6) Restart SDM on the given server.

7) Ensure NX.env's NX_KEYSTORE_REF has a valid entry and that it matches the one in NX_ROOT\site\client_NX.env

8) Ensure NX_ROOT\pdmconf\NX.keystore exists 

Optionally run these commands to view the certificates in the NX.keystore:

nxcd bin

pdm_perl -list -v

9) Copy the NX_ROOT\pdmconf\NX.keystore to all appropriate SDM servers (example, secondary/app/standby)

10) Restart SDM on all boxes

Additional Information

The NX.keystore is a keystore file that is controlled internally by Service Desk to keep track of certain certificates used to connect and integrate with various products.  It is nominally used to store the root CA cert file used to verify the SSL certificates that the mail host named in maileater uses, as well as any certificates that are deployed to PAM and Catalog.  The NX.keystore is NOT used to store any SSL certificates that are used to implement SSL on the Tomcat/IIS Server.

How to enable debug logging in for maileater in Service Desk Manager 17.1 and newer: