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SDM17.3 Installation fails at Pre Configure Actions pdmcmd command

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Article ID: 188282

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Service Desk Manager 17.3 new fresh Installation always fails on the same step:

"Exception occurred while running PreConfigureActions : Action.... (see screenshot)


The install.log recorded Failure at the point run pdmcmd command.
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2020/04/02 14.45.52.922 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3] [SdmPdmCmd] Post Install (SdmPdmCmd) pdmCmd [C:/PROGRA~2/CA/SERVIC~1\bin\pdm_perl C:/PROGRA~2/CA/SERVIC~1\bin\pdm_rm_files.pl hyd-368_cum_C ]
2020/04/02 14.45.52.954 INFO  [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3] [ActiveProcessHolder] In Process Monitor. Monitoring : java.lang.ProcessImpl
2020/04/02 14.45.53.026 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3] [CommonProcessUtilities] Command terminated with exit code: -1073741515
2020/04/02 14.45.53.026 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3] [PreConfigurationBase] Return result from execute of pdmcmd is  success ? :false
2020/04/02 14.45.53.026 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3] [ProgressPage] ProgressPage - Task Changed Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3
2020/04/02 14.45.53.027 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3] [ProgressPage] Task State Changed. TaskID: task.sdm.preconfigure.steps.17.3,Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3, Old State: running, New State:failed
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ENVIRONMENT
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Service Management 17.3 on Windows 2012 R2

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Cause

Missing official PREREQ Microsoft patch KB2999226 for Windows Server 2012 R2
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/installing/installation-prerequisites/operating-system-requirements.html

Resolution

CA Service Management - 17.3 Installing CA Service Desk Manager
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/installing/installation-prerequisites/operating-system-requirements.html

Operating System Requirements
Note
Download and install Microsoft patch KB2999226 before proceeding with CA Service Desk Manager installation on Windows Server 2012 R2.

The KB2999226 should be Windows8.1-KB2999226-x64.msu for Windows Server 2012 R2.
https://www.microsoft.com/en-us/download/details.aspx?id=49063

Please pay attention NOT Update for Windows 8.1 (KB2999226) Windows8.1-KB2999226-x86.msu
https://www.microsoft.com/en-in/download/details.aspx?id=49071