SDM: SupportAutomation Chat hangs and does not connect for end users after running pdm_configure

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER

Issue/Introduction

Chat is not working.  Attempting to connect to chat from our employee portal, getting the option to run the executable, but no connection occurs  The page just sits and never connects. 

Cause

Log file log4j-tomcat-SA.log is showing a problem connecting due to a port conflict:

15 Jul 2020 18:11:57,092 INFO CF1 Server Initialization Thread com.controlf1.server.presentation.SocketServer.SocketServerNIOImpl  Starting PRIMARY SocketServer (NIO Implementation) on external port 443 and internal port 7005.

15 Jul 2020 18:11:57,115 ERROR CF1 Server Initialization Thread com.controlf1.server.presentation.SocketServer.SocketServerNIOImpl  Address already in use: bind

Previous startups were on external port 10443 instead of 443.

11 Jul 2020 23:53:25,208 INFO CF1 Server Initialization Thread com.controlf1.server.presentation.SocketServer.SocketServerNIOImpl  Starting PRIMARY SocketServer (NIO Implementation) on external port 10443 and internal port 7005.

Environment

Release : 17.1

Component : SUPPORT AUTOMATION

Resolution

Examine:
C:\PROGRA~2\CA\SERVIC~1\bopcfg\www\CATALINA_BASE_SA\webapps\SupportAutomation\WEB-INF\classes\config

Here, we see two server.properties files:
07/15/2020 06:04 PM 2,303 server.properties
04/03/2019 04:11 PM 2,305 server.properties.last

Running pdm_configure can modify this file. 

 

Suggestion is to backup these two files, replace the existing server.properties file with the server.properties.last file, then recycle SDM Services.