Service Desk Manager - Communication link failure

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Article ID: 143999

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

The connection between the production environment SQL database and random application servers is failing. When the connection fails, the following error message is written to the stdlog:

SQL Execute  failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=64 SQL State=08S01] Communication link failure; [Microsoft SQL Server Native Client 11.0] [ SQL Code=64 SQL State=08S01] TCP Provider: The specified network name is no longer available.  

 

Environment

Release : 17.x

Component : SERVICE DESK MANAGER

Resolution

This error is received by the SQL agent installed on the Service Desk Manager server, and forwarded to Service Desk. It's not specifically a Service Desk error.

The error indicates a network communication server between the SQL agent and the SQL server. It's advised that a network administrator review this problem further to determine the cause for the loss of connection.