Upgrading Servicedesk or Workflow to 8.5 RU1 Fails, Displays Corrupted Servicedesk Settings Message

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Article ID: 173539

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Updated On:

Products

ServiceDesk

Issue/Introduction

While attempting to upgrade to Servicedesk  or Workflow 8.5 RU1 (8.5.3606.0), the below errors were listed in the log files

 Could not fetch existing instances from the ServiceDeskSettings service because it does not exist or is corrupted.

Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep - Could not fetch existing instances from the ServiceDeskSettings service because it does not exist or is corrupted.

System.InvalidOperationException: There is an error in XML document (1, 2946). ---> System.Xml.XmlException: '', hexadecimal value 0x18, is an invalid character. Line 1, position 2946.

   at System.Xml.XmlTextReaderImpl.Throw(Exception e)

   at System.Xml.XmlTextReaderImpl.ParseNumericCharRefInline(Int32 startPos, Boolean expand, StringBuilder internalSubsetBuilder, Int32& charCount, EntityType& entityType)

   at System.Xml.XmlTextReaderImpl.ParseCharRefInline(Int32 startPos, Int32& charCount, EntityType& entityType)

   at System.Xml.XmlTextReaderImpl.ParseText(Int32& startPos, Int32& endPos, Int32& outOrChars)

   at System.Xml.XmlTextReaderImpl.ParseText()

   at System.Xml.XmlTextReaderImpl.ParseElementContent()

   at System.Xml.XmlReader.ReadElementString()

   at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderWebServiceServiceDeskSettings.Read5_ProfileServiceDeskSettings(Boolean isNullable, Boolean checkType)

   at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderWebServiceServiceDeskSettings.Read16_GetAllResponse()

   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, String encodingStyle, XmlDeserializationEvents events)

   --- End of inner exception stack trace ---

   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, String encodingStyle, XmlDeserializationEvents events)

   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)

   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)

   at Symantec.ServiceDesk.ModuleFramework.ServiceDeskSettings.WebServiceServiceDeskSettings.GetAll(String sessionID)

   at Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep.DoExecute()

Cause

There are encryption changes between 8.5 and 8.5 Ru1 for stored passwords. As the Servicedesk Settings profile ( or any other stored profile including Mastersettings) that contains stored password values, this would cause the error.

Environment

Upgrading to Servicedesk or Workflow 8.5 Ru1

Resolution

All stored passwords must be re-entered.  If you have stored passwords in MasterSettings, in ProcessManager, you must open the portal and re-enter them.  You must also do the same for any custom profiles you have that store passwords.

 

For Servicedesk users, please use the following procedure.  This will be the same for other profiles, except that you will need to know the specific categories in your profile:

1.  Run the Servicedesk installer, and complete the Workflow Portion of the upgrade.  However, do not close the Servicedesk Installer.

2. Open ProcessManager, and click on Admin>Data>Application Properties

3.  Click on the gear icon next to Servicedesk Settings, and choose "Display Definition Values"  

4.  Click the gear icon and choose Edit values.

5.  Scroll to the Category: Mail Settings and find both the "SmtpPassword" and "EmailMonitoringMailBoxPassword"  entries.  

6.  Re-enter the password values for each

7.  Scroll to the bottom of the page and click Save

8.  Close Process Manager

9.  Now return to the Servicedesk Installer, and complete the Servicedesk portion of the upgrade.