"Integrating the Product(s)" fails when upgrading to Service Management 17.1

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Article ID: 106878

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

"Integrating the Product(s)" fails when upgrading to 17.1 and Service Catalog/Service Desk Manager are installed.

The following error appears in the install.log:
Error: ERROR [DeployThread: Integrating the Product(s)] [TCP_port] java.net.ConnectException: Connection refused: connect java.net.ConnectException: Connection refused: connect at java.net.DualStackPlainSocketImpl.connect0(Native Method) at java.net.DualStackPlainSocketImpl.socketConnect(Unknown Source) at java.net.AbstractPlainSocketImpl.doConnect(Unknown Source) at java.net.AbstractPlainSocketImpl.connectToAddress(Unknown Source) at java.net.AbstractPlainSocketImpl.connect(Unknown Source) at java.net.PlainSocketImpl.connect(Unknown Source) at java.net.SocksSocketImpl.connect(Unknown Source)

Cause

Installer is trying to connect to Service Desk Manager (SDM) but this is not responding since is not running, causing this issue to occur.
 

Environment

Service Desk manager 17.1
Service Catalog 17.1

Resolution

1. Log into SDM Server through RDP.
2. Go to Windows Services.
3. Locate For "CA Service Desk Manager Server" and start the service.
4. Test by logging into SDM to ensure is responding'
5. Go to Wizard in the environment where is running and retry the "Integrating the Product(s)" step.