Service desk catalyst connector fails to start

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

Service desk catalyst connector fails to start after it was stopped.

Environment

SOI 4.0 & 4.2
SDM Version: 17.1

Cause

Looking at GRLoader.log, following exceptions found...

GRLoader 496 GRLoader Started - load from xml file(X:\Program Files (x86)\CA\Catalyst\CatalystConnector\container\resources\ServiceDeskManager-GRLoader.xml) - to CMDB - CI Updates allowed / inserts allowed 
GRLoader 504 GRLoader run with options: -N X:/PROGRA~1/CA/SERVIC~1 -u soi -p <password> -s https://<SDM Host>:8443 -T 10 -a -n -E -api -i X:\Program Files (x86)\CA\Catalyst\CatalystConnector\container\resources\ServiceDeskManager-GRLoader.xml  
grDataMgr 2281 cmdb_get_cmdb_version not available, Reason:AHD03301:This operation requires Function Access for admin equal to Modify 

ServiceDeskManager.connector.log:

FATAL [com.ca.sdm.connector.ConnectorHelper] - Unable to connect to Service Desk Manager.
com.ca.sdm.connector.grloader.GRLoaderInitializationException: GRLoader Initialization Failed. Please check the GRLoader parameters and try Again.
 Initialization value =1
    at com.ca.sdm.connector.grloader.GRLoaderInitializer.initialize(GRLoaderInitializer.java:47)

Resolution

This could be due to wrong ServiceDesk Manager details in Catalyst configuration files

1) Make sure the UserName case in CA ServiceDesk Manager matches in the configuration files

2) Remove files from following folders

    \CA\Catalyst\CatalystConnector\container\nls-store
    \CA\Catalyst\CatalystConnector\container\registry-cache

3) Restart CA Catalyst Container services