Error: "java.util.concurrent.CompletionException: [SafeCertificateReader::readPEM: unable to load Certificate data" When Searching in Service Point 17.x

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Service Catalog

Issue/Introduction

We are using the functionality of user guest.

When logging into Service Point as a guest , for some words we get an error on search:

Error:

"Se ha producido un error al recuperar las categorías sugeridas. Póngase en contacto con el administrador."

"Error in retrieving the suggested categories. Contact the Administrator"

 

Error in searchMS.log:

[c.CategoriesSearchController] - Error fetching permissions for: [10070] 
java.util.concurrent.CompletionException: [SafeCertificateReader::readPEM: unable to load Certificate data [certfile: <local drive>\CA\xFlow\APPS\Services\USMcertfile.pem, keyfile: <local drive>\CA\xFlow\APPS\Services\USMcertfile.key] <local drive>\CA\xFlow\APPS\Services\USMcertfile.pem (The system cannot find the file specified)]
...
Caused by: java.io.FileNotFoundException: E:\PROGRA~2\CA\xFlow\APPS\Services\USMcertfile.pem (The system cannot find the file specified) 
...
ERROR - 2019-06-21 15:29:48 [c.CategoriesSearchController] - Error filtering ES Results :
java.util.concurrent.CompletionException: [SafeCertificateReader::readPEM: unable to load Certificate data [

 

Environment

Release : 17.x

Component : SERVICE DESK MANAGER

Resolution

1. Go to Catalog server > Catalog home folder and copy USMcertfile.pem, USMcertfile.key and USMcertfile.p12 

 2. Go to Service Point/xFlow server > E:\PROGRA~2\CA\xFlow\APPS\Services\ and paste the 3 files above. 

 3. Restart xFlow services and search server 

Customer Might also need to go to

Service Desk > Administrator > Option Manager > Security > Uninstall the Option > guest_user_name

Then, Recycle SDM and xFlow services. 

Additional Information

Related to this article:

Service Point does not show/find Catalog offerings for Employee role only and Error "Error fetching permissions for" appears in searchMS.log
https://knowledge.broadcom.com/external/article?articleId=141743