Visualizer fail with error ERROR LaunchVisualizerImpl.performLoginServiceManaged(129) - AXIS Fault Description ::java.lang.reflect.InvocationTargetException AxisFault

Products

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

Issue/Introduction

Visualizer is not working launching it from SD or directly shows the following error: Error: Authentication failed for the user. Please try again. If problem persists, please contact administrator.
The visualizer_log file shows the error bellow.
ERROR LaunchVisualizerImpl.performLoginServiceManaged(129) - AXIS Fault Description ::java.lang.reflect.InvocationTargetException AxisFault
Launching the SOAP WS page and attempting to check the WSDL page shows the error bellow:
no compiler found in your classpath you may need to add tools.jar

Cause

Service Desk SOAP Web Service WSDL methods are not working because the JRE configured in the nx.env file, did not have the necessary JAR files to work properly.

Environment

Release:
Component: USRD

Resolution

Set the correct JRE in the nx,env file and then ran the pdm_configure command
1. Edit the nx.env file and look for the line with NX_JRE_INSTALL_DIR.
2. The original location of the Service Desk JRE is under the following directory C:\Program Files (x86)\CA\SC\JRE and the version will depend on the SD version.
3. Once the nx.env file is saved, ran the pdm_configure command.