After upgrading from Java 8 Update 45 (32-bit) to Update 171 (64-bit), grloader fails with InvocationTargetException

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

CA Service Desk Manager and the grloader utility were working with Java 8 Update 45.

After upgrading to Java 8 Update 171 (64-bit), the CA SDM Service Desk Manager service starts up successfully but grloader no longer works.
 
Steps to reproduce:
1. Run:

nxcd samples\grloader
 

2. Run the following command after replacing "<mypassword>" with the password of the servicedesk user: 

grloader -s http://localhost:8080 -i grloader_sample_spreadsheet.xlsx -u servicedesk -p <mypassword> -a -E 

 
The results shown in the command prompt window are like the following:
 

07:18:01.266 CI and Relationship Loader for CA Service Desk Manager R12.9.000 
grDataMgr3500 ERROR during login to server(http://localhost:8080) error(java.lang.reflect.InvocationTargetException) 
Unable to signon. 
07:18:09.941 GRLoader ended 

And the results in the $NX_ROOT\log\GrLoader.log file are like:

08/13 14:55:47.410 INFO GRLoader 495 =============================================================================== 
08/13 14:55:47.410 INFO GRLoader 496 GRLoader Started - load from spreadsheet(C:\Users\tcssujadm\Desktop\full.xlsx(null) cells((1,*)-(*,*)) - to CMDB - CI Updates allowed / inserts not allowed 
08/13 14:55:47.410 INFO GRLoader 512 =============================================================================== 
08/13 14:55:48.051 ERROR GRLoader 316 grDataMgr3500 ERROR during login to server(http://localhost:8080) error(java.lang.reflect.InvocationTargetException)

After enabling DEBUG diagnostics by running "pdm_log4j_config -f SDM_WEB -a -l DEBUG -s 15MB", the results written to the $NX_ROOT\log\jsrvr.log file are like the following:

08/13 17:40:36.543[http-bio-8080-exec-5] DEBUG enterprise 332 Mapping Exception to AxisFault 
java.lang.reflect.InvocationTargetException 
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) 
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) 
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) 
at java.lang.reflect.Method.invoke(Unknown Source) 
at org.apache.axis.providers.java.RPCProvider.invokeMethod(RPCProvider.java:397) 
at org.apache.axis.providers.java.RPCProvider.processMessage(RPCProvider.java:186) 
at org.apache.axis.providers.java.JavaProvider.invoke(JavaProvider.java:323) 
at org.apache.axis.strategies.InvocationStrategy.visit(InvocationStrategy.java:32) 
at org.apache.axis.SimpleChain.doVisiting(SimpleChain.java:118) 
at org.apache.axis.SimpleChain.invoke(SimpleChain.java:83) 
at org.apache.axis.handlers.soap.SOAPService.invoke(SOAPService.java:454) 
at org.apache.axis.server.AxisServer.invoke(AxisServer.java:281) 
at org.apache.axis.transport.http.AxisServlet.doPost(AxisServlet.java:699) 
at javax.servlet.http.HttpServlet.service(HttpServlet.java:641) 
at org.apache.axis.transport.http.AxisServletBase.service(AxisServletBase.java:327) 
at javax.servlet.http.HttpServlet.service(HttpServlet.java:722) 
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305) 
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210) 
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:224) 
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:169) 
at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:472) 
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:168) 
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:98) 
at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:928) 
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118) 
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:407) 
at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:987) 
at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:539) 
at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:298) 
at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source) 
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) 
at java.lang.Thread.run(Unknown Source) 
Caused by: java.lang.UnsatisfiedLinkError: usdjws65.usdsda.slumpThreadReady()I 
at usdjws65.usdsda.slumpThreadReady(Native Method) 
at usdjws65.USDImpl.login(Unknown Source) 
at usdjws65.USD_WebServiceSoapImpl.login(Unknown Source) 
at usdjws65.USD_WebServiceSoapSkeleton.login(Unknown Source) 
... 32 more 
08/13 17:40:36.543[http-bio-8080-exec-5] DEBUG SOAPPart 182 Enter: SOAPPart ctor(FORM_FAULT) 
08/13 17:40:36.543[http-bio-8080-exec-5] DEBUG ProjectResourceBundle 72 org.apache.axis.i18n.resource::handleGetObject(setMsgForm) 
08/13 17:40:36.543[http-bio-8080-exec-5] DEBUG SOAPPart 374 Setting current message form to: FORM_FAULT (currentMessage is now org.apache.axis.AxisFault) 
08/13 17:40:36.543[http-bio-8080-exec-5] DEBUG SOAPPart 188 Exit: SOAPPart ctor() 
08/13 17:40:36.543[http-bio-8080-exec-5] DEBUG SimpleChain 150 Enter: SimpleChain::onFault

To reset the message level from DEBUG to INFO, use the following command:

pdm_log4j_config -f SDM_WEB -a -l info -s 3MB 

 

Cause

The 64-bit version of Java/JRE is not supported for CA Service Desk Manager 14.1.  
 

Environment

CA Service Desk Manager 14.1.03 
Java 8 Update 171 (64-bit)
Windows operating system

Resolution

1. Uninstall the 64-bit Java.
2. Install the current 32-bit version of Java.
3. Ensure that CA Service Desk Manager is configured to use a 32-bit JRE. 

Note: The JRE is referenced in the $NX_ROOT\NX.env  in this statement:  @NX_JRE_INSTALL_DIR=C:/Program Files (x86)/CA/SC/jre/1.8.0_181 "

Additional Information

Supportability Matrix for CA Service Desk Manager 14.1: https://docops.ca.com/ca-service-management/14-1/en/release-information/supportability-matrix

How do I check what version of of Java I have installed? https://superuser.com/questions/1221096/how-do-i-check-what-version-of-java-i-have-installed