When uploading attachments in Service Desk larger than 1Mb fail to be uploaded

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Article ID: 109067

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When attempting to load attachments larger than 1Mb fail to be uploaded, no error messages are captured in the log files. Fiddler will show an error similar to:

HTTP/1.1 413 Request Entity Too Large
Server: nginx/1.14.0
Date: Tue, 31 Jul 2018 13:52:33 GMT
Content-Type: text/html
Content-Length: 199
Connection: close

Cause

The load balancer that is referenced in the Fiddler trace "Server: nginx/1.14.0"  had configured the client_max_body_size to 1Mb causing that higher values wont be able to pass through it.
The error "HTTP/1.1 413 Request Entity Too Large" is a generic error and it wont specify which server caused the error using Fiddler or other proxy tools can help to find out the root cause.

Environment

Service Desk 14.1 or higher
Internet Information Services
LoadBalancers (nginx or others)

Resolution

In the load balancer update the value for the setting client_max_body_size which by default is set to 1Mb and set it to the necessary size.

Additional Information

Nginx documentation
Setting the maximum file size of Attachments in Service Desk/CMDB
Large file upload failure for Web application calling WCF service – 413 Request entity too large