We have found a problem while running a pdm_k_reindex where the process appears to hang.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Issue

Below is sample of what happens when pdm_k_reindex is executed in command line:

pdm_k_reindex

Ping the EBR indexing daemon...

Got the hostname of the EBR indexing daemon.

Copy EBR admin entities...

In the STDLOG, with verbose logging enabled on pdm_k_reindex, the following is seen:

pdm_k_reindex 4392 TRACE tcp_port.c 562 Target ip is 127.0.0.1, and addrInfo->ai_family is 2

pdm_k_reindex 4392 TRACE tcp_port.c 679 Connection made to IPv4 port 2106

pdm_k_reindex 4392 VERBOSE hrtbeat.c 161 nodename is 155189248 and procname is bpvirtdb_srvr

Environment

CA Service Desk Manager 12.6, 12.9 and 14.1

Windows OS

Cause

In the trace output, tcp_port.c finds target IP <127.0.0.1> loopback address, which is the IP address of the local CA Service Desk Manager (CA SDM) host.

Resolution

To eliminate the problem, we recommend removing the loopback address from the %SystemRoot%\system32\drivers\etc\hosts file on the CA SDM primary server.

Additional Information

The possible reason why this happened in the first place can be reviewed in TEC604793 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: