Common causes of installation failures for Domain Manager

Products

• CA Client Automation - IT Client Manager
• CA Client Automation

Issue/Introduction

This document goes over some of the common reasons the install or upgrade procedure of Client Automation's Domain Manager may fail on Windows based systems and some steps to try before contacting CA Support for assistance.

What are the common causes of installation failures for CA Client Automation Domain Managers?

Environment

Client Automation - All versions

Resolution

The common causes of installation failure of a CA client Automation Domain Manager can be broken down into these areas:

1.   PERMISSIONS

2.  SQL CONNECTIVITY

3.  "DATABASE IN USE" ERRORS

4.  BAD MEDIA

 

1.   PERMISSIONS:

  The most common reason for installation failures and are caused by the lack of permissions at either in Windows Security and or SQL server security. 

  The account you are logged into Windows with needs to have the following Security rights:

  It must be a member of the local Administrators group in Windows Security specifically granted and not inheriting from another group like Domain Administrators.

  If you need to add your User to the local administrators group, the following can be done:

  A.  Go into Computer Management -> Select Local Users and Groups -> Groups, 

   B.  Double-Click on Administrators group in Right-Hand pane 

 C.  Click add and browse to the user to add to the group and click OK and click OK again.

     

If you need to add SQL Permissions to an User, please do this:

   1. Launch the Microsoft SQL Management Studio and login into SQL with a user that has sysadmin role assigned to it

       (can use SQL security and SA account and password) Click connect

2. Browse through Left Pane and select Security > Logins

    Right-click on your Windows Account (that you are logged into the DM with) and select Properties

    Click on Server Roles on the Left Pane

    Make sure the sysadmin checkbox is checked. 

 3. Then retry the installation  

 

2.  SQL CONNECTIVITY: 

The most common error will have some verbiage similar to  "CA IT Client Manager could not validate the given settings"

 The most likely causes of these issues are:

  A.   Wrong instance name was specified or an incorrect SQL port was passed.  

  B.   No SQL Client or incorrect version of the SQL Client tools are installed for the version of MSSQL Server you are connecting to. 

        1. Wrong instance name was specified or an incorrect SQL port was passed. 

        During the installation the screen prompts for the SQL server connection information and you must specify the instance name if not using the default instance of SQL and the default port of 1433 

         2. Enter the FQDN of the Database Management Server EG: myserver.server.com

             NOTE: Make sure name resolution is correctly functioning especially when connecting to a remote SQL Server. 

 

            3. Click Next

            4. Select the instance name of SQL and its associated port if not using the default instance and port 1433.

 

    WRONG SQL CLIENT: 

 I  Its possible that an  incorrect version of the SQL Client tools are installed for the version of MSSQL Server you are connecting to or the Client is not installed at all. 

    Ensure that you have the SQL client tools are installed,

    1. If not run Setup.exe from the SQL Server installation media and when you get to the feature selection screen select to install 

        Client tools Connectivity, Client tools backwards compatibility, Management Tools –Complete 

    2.  Click Next

    3.  Rerun the installation of Client Automation.

 

3.  "DATABASE IN USE" ERRORS:

  The typical error will look like this

  Check the mdbsetup.log and TRC_Inst2_ITRM.log for possible SQL connection failures 

  The way to possibly  resolve these types is to check the following:

    1. Make sure all CA Client Automation processes are stopped caf , dsm explorer, and that there are no active connections to mdb

        How to verify if there are active connections

        A . Open SQL Management Studio and highlight mdb and select new query and run this against mdb

            sp_who2

          This will show open connections the Thres  key fields to not are the DBName, ProgramName and SPID fields as then if need be you can disconnect them

        B. Based off of that you can ensure that CAF is stopped and any DSM Explorers and if need be you can run this SQL

            query to break the connection:

                    Kill SPID from the list of active connections for Example: Running the query "kill 69" would clear that connection

        C. Then rerun the installation of CA Client Automation

 

   Other possible SQL issues can be caused by 

   1.  Not have mixed mode security enabled and can be resolved by enabling mixed mode security and rerun installation. 

   2.  Local Windows user Administrator not defined in SQL Security  and can be corrected by adding %machinename%\Administrator

        to SQL logins and add sysadmin role to it under Server roles and rerun installation.  

 

4.  BAD MEDIA:

  Another common cause of CA Client Automation installation failures on Domain Managers is bad media 

  This falls into two examples: 

  1. You extracted the CA Client Automation iso image using an unzipping utility that doesn't copy the media correctly.

    You may see an errors similar to this in the logs:

    Error Code: 9024 post install step failed failed to apply post install step

    [sqlcmd.exe -S "$fqslserveraddr" -d $dbname -E -e -i .\mdb_install\mssql\synonyms.sql

 or 

    INFO - File: CAUniITRM_Setup.rul - Line: 8089 - ciCCSSetup.exe returned: 1603 1:

    INFO - File: CAUniITRM_Setup.rul - Line: 12374 - String('ID_MSG_LAUNCH_INSTALL_FAILED') = 'The installation of '[1]' failed.'

  2. Running setup.exe from a mapped drive can cause file corruption and the resolution is to copy the media locally and run setup.exe

Additional Information

If after checking he above items you can’t resolve the installation failure of CA Client Automation then when opening a Support case provide the following. 

Operating System Version

Version of CA Client Automation you are installing and what options were selected during install

A description of the error and at which part of the installation does it happen? Screenshots are helpful.

The installation writes its log to the %TEMP% directory for the logged in Windows user.

NOTE: You may have different files depending on what was selected to be installed so include that as well.

• ciPreCheckExe.log
• DSMStatus.log
• MDBSetup.log
• SSAInstall.log
• TRC_CF_CAF_CMD_0.log
• TRC_CF_CAF_SERVICE_0.log
• TRC_CF_CCNFAGENTAPI_0.log
• TRC_CF_CCNFCMDA_0.log
• TRC_CF_CERT_UTIL_0.log
• TRC_CF_HMAGENT_0.log
• TRC_Inst2_ITRM.log
• TRC_INST_ITRM_0.log
• TRC_USD_SXP_0.log

 By providing the above information and files CA Support can move toward a resolution faster.

 Please zip these files up and upload them to the Support case you open.