Service Desk secondary server/app server can't start

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Service Desk uses shared memory to sync up with servers. However, due to IO operations sometimes the shared memory becomes unreliable and as a result, after the app restart secondary/app server can't start. Stdlog file on secondary server displays error like this

11/11 22:33:42.68 sdm-server   proctor_sdm-server   10752 ERROR        pdm_process.c          921 Process stopped unexpected exit code from: E:/CA/SERVIC~1/bin/pdm_ver -s Expected: 0 Received: 255

this knowledge article details the steps administrators can perform to quickly recover the Service Desk on the secondary/app server.

Environment

Release : 17.3 and up

Product : SERVICE DESK MANAGER

Cause

shared memory on secondary/app server corrupt due to some OS IO operations.

Resolution

--modify NX.env file on secondary/app server change

@NX_VER_CTL=UPGRADE

to

@NX_VER_CTL=DISABLE

and save the change

--on secondary/app server move all files in sdm-install-directory\site\shm to somewhere else

--stop service desk service on secondary/app. wait for 5 minutes and then start this service again

--check to make sure service desk starts on secondary/app server starts fine. for example, pdm_status shows processes are either running or complete

--modify NX.env file on secondary/app server change

@NX_VER_CTL=DISABLE

to

@NX_VER_CTL=UPGRADE

and save the change

--stop service desk service on secondary/app. wait for 5 minutes and then start this service again

--check to make sure service desk starts on secondary/app server starts fine. for example, pdm_status shows processes are either running or complete