Upgrade from 14.1 to 17.1 failed during product integration phase

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Article ID: 127916

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Updated On:

Products

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

Issue/Introduction

While upgrading the system from SDM version 14.1.05 to SDM version 17.1, the CA SDM installer stopped on step "product integration" with error reported in the installer interface. 

The "install.log" may contain the following messages:

INFO [Thread-23] [SDMLogParser] C:\Users\B12345~1.ITA\AppData\Local\Temp\3\I1549879247\Windows\SDI_inst.log (The system cannot find the path specified) 

ERROR [DeployThread: Upgrading CA Service Desk Manager] [FileUtilities] Could not delete original file:D:\PROGRA~1/CA/SERVIC~1\SDUninstall\SDUninstall.lax (The system cannot find the path specified) class java.io.FileNotFoundException 
 

Cause

CA SDM may not consider the size of the Service Desk Manager installation directory during disk space calculation. 

Environment

CA Service Desk Manager on Windows
DVD drive for CA SDM 17.1 GA is mounted.

Resolution

1. Move all CA SDM attachments to an backup folder
2. Do not mount the DVD/iso of CA SDM 17.1; instead extract it to the local drive.
3. Run setup.exe from the extracted area on the local drive using user with administrator rights.