SDM: Service Desk startup fails on the spelsrvr

book

Article ID: 145055

calendar_today

Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager CA Service Desk Manager

Issue/Introduction

During startup of SDM Services, spelsrvr is seen to not start successfully.  

stdlog will present with the following:

02/11 09:49:27.32 SDM-SERVER1 spelsrvr             2808 ERROR        perlinterp.c           315 Perl_parse failed: check stdlog for errors

02/11 09:49:27.33 SDM-SERVER1 spelsrvr             2808 FATAL        spel_srvr.c            331 Error parsing Perl methods

The FATAL signal indicates that the spelsrvr will then shutdown.

02/11 09:49:27.36 SDM-SERVER1 proctor_SRES-SDMP    4664 SIGNIFICANT  pdm_process.c          927 Process stopped (D:/CA/SERVIC~1/bin/spel_srvr -l spelsrvr -r rpc_srvr:SDM-SERVER1 return: 999

02/11 09:49:27.38 SDM-SERVER1 proctor_SRES-SDMP    4664 SIGNIFICANT  pdm_process.c          936 Stopped: D:/CA/SERVIC~1/bin/spel_srvr -l spelsrvr -r rpc_srvr:SDM-SERVER1

02/11 09:49:27.91 SDM-SERVER1 pdm_d_mgr            2432 ERROR        daemon_obj.c          1990 Daemon spel_srvr died: restarting

Spelsrvr will then try to load again:

02/11 09:49:27.93 SDM-SERVER1 pdm_d_mgr            2432 SIGNIFICANT  mgr_slump_if.c        1221 Starting: $NX_ROOT/bin/spel_srvr -l spelsrvr -r rpc_srvr:SDM-SERVER1

02/11 09:49:27.94 SDM-SERVER1 proctor_SRES-SDMP    4664 SIGNIFICANT  pdm_process.c          575 Process Started (4044):D:/CA/SERVIC~1/bin/spel_srvr -l spelsrvr -r rpc_srvr:SDM-SERVER1

02/11 09:49:28.33 SDM-SERVER1 spelsrvr             4044 SIGNIFICANT  spel_srvr.c            481 STARTUP of spelsrvr

However, the above will continue to occur.  Spelsrvr will error out for the same reasons, shut down, then try to start again.

Cause

Logging mentioned "Perl_parse failed: check stdlog for errors" and "Error parsing Perl methods" messages.  This was found in research to be caused by deficient content in the NX_ROOT\site or NX_ROOT\bopcfg\majic directories.

Environment

Release : All releases

Component : SERVICE DESK MANAGER

Resolution

Check the following directories between a healthy/working SDM server and a non-working server that are both at the same patch level (NX_ROOT is the SDM install directory):

NX_ROOT\bopcfg\majic
NX_ROOT\bopcfg\options
NX_ROOT\site\*.sch

NX_ROOT\site\mods\majic
NX_ROOT\site\*.ver
NX_ROOT\site\mods*.sch

Any missing files located in the healthy/working SDM server should be copied over onto the non-working server, and the non-working server's SDM Services recycled.  Files marked with a "ver_old" extension may be ignored in the comparison.