APM upgrade install failed
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APM upgrade install failed


Article ID: 115109


Updated On:


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


CA Asset Portfolio Manager 17.1 upgrade install failed .

Upgrading SDM 12.6 with ITAM / APM r12.9, shared MDB, to r17.1.01. SDM and ITAM are on separate servers. 

Using 'Swing Box' method for SDM. Successfully upgraded SDM and migrated the upgraded MDB to its new host. 

Followed KB000006992 and attempted a clean re-install of ITAM to resolve this, and the installation appeared to complete all steps, but none of the ITAM services launch successfully. All show initialisation errors, some showing either a blank hostname or 'unable to resolve hostname' or 'hostname could not be parsed'.

The install.log files (ie:  Install_17.0.0.114.log) show:
2018-09-14 03:45:39,981 UTC [2240] INFO InstallationLogger - EEMValidations - RegisterAPMWithEEM 
2018-09-14 03:45:39,989 UTC [2240] INFO InstallationLogger - EEMValidations - RegisterAPMWithEEM : eEMBackend = <<TEXT HERE>> 
2018-09-14 03:45:39,989 UTC [2240] INFO InstallationLogger - EEMValidations - RegisterAPMWithEEM : label = APM 
2018-09-14 03:45:39,989 UTC [2240] INFO InstallationLogger - EEMValidations - RegisterAPMWithEEM : applicationName = CA Asset Portifolio Management 
2018-09-14 03:45:39,989 UTC [2240] INFO InstallationLogger - EEMValidations - RegisterAPMWithEEM : eeMAdminUser = EiamAdmin 
2018-09-14 03:45:55,878 UTC [2240] FATAL InstallationLogger - EE_EXISTS 
[Error: Label already exists : /APM] 
com.ca.eiam.SafeException: EE_EXISTS Object Already Exists 

at com.ca.eiam.SafeContext.checkLabelExists(String aipath) 
at com.ca.eiam.SafeContext.registerProxy(SafeApplicationInstance ai, String ainame, String aipath) 
at com.ca.eiam.SafeContext.registerApplicationInstance(SafeApplicationInstance ai) 
at CA.Applications.Bootstrapper.EEMUtility.EEMValidations.RegisterAPMWithEEM(String eEMBackend, String label, String applicationName, String eeMAdminUser, String eeMAdminPassword, String MajorVersion, String MinorVersion) 

and in other logs (including, but not limited to, ITAMClient.log, ITAMExportService.log, ITAMHWEngine.log, ITAMClient.log, ITAMExportService.log, ITAMHWEngine.log: 
Invalid URI: The hostname could not be parsed.


CA Asset Portfolio Manager 17.1 (Also know as CA APM or CA ITAM).
Issue encountered on a Windows 2016 box, but probably seen across operating systems.


Entries from table al_cdb_configurationparameters are missing or incomplete.


This issue was resolved by replacing missing entries from table al_cdb_configurationparameters with a copy on the QA environment.
Then updating with appropriate settings for the Production environment.

Settings were extracted from the QA server Table al_cdb_configurationparameters using the MS SQL script generator in SQL Server Management Studio (SSMS).
  • Right-click on the MDB database
  • Choose Tasks / Generate Scripts
  • In the Generate wizard, choose 'Select specific database objects', expand the 'Tables' node and select al_cdb_configurationparameters.
  • In the 'save to file' panel, click button 'Advanced' and select 'Data only' under heading "Types of data to script". Select the file location and allow the script to generate.
Settings were re-inserted to the Production al_cdb_configurationparameters table one section at a time - starting with 'Database', 'Web_Server', EEM, AMS and 'Application_Server'.
After these are added, with hostnames and encrypted passwords edited for the Prod environment, and running iisreset, the ITAM UI comes up and login is possible.

The above steps have been run, and attached as a script to this knowledge document, for other sites to use if experiencing a similar issue of migrating an ITAM MDB.

The script will create and optionally run SQL stored procedures to edit the different 'component' and 'configkey' sections, which may be useful for anyone experiencing a similar issue or migrating an ITAM MDB.


1558536817237update_al_cdb_confparms.sql get_app