On a primary/secondary server it's possible to find the pdm_ver.exe process unable to start. This prevents all service desk daemons from starting up properly.

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

Description:

It's been reported that occasionally the pdm_ver.exe does not start properly and in the event viewer we find the following Appplication Error:

Description:

Faulting application name: pdm_ver.exe, version: 12.6.0.165, time stamp: 0x4da7578c
Faulting module name: pdm_ver.exe, version: 12.6.0.165, time stamp: 0x4da7578c \
Exception code: 0xc0000005
Faulting process id: 0x86c
Faulting application start time: 0x01cea031f24a0cb3
Faulting application path: D:\PROGRA~1\CA\SERVIC~1\bin\pdm_ver.exe
Faulting module path: D:\PROGRA~1\CA\SERVIC~1\bin\pdm_ver.exe

The pdm_ver.exe creates a dmp and the following call stack is found to be common:

pdm_ver!I18n_msgNX::get_msg_from_shm
pdm_ver!I18n_msgNX::findi18nMsg
pdm_ver!I18n_msgNX::findMsg
pdm_ver!Client::decode_status
pdm_ver!main
pdm_ver!mainCRTStartup
kernel32!BaseThreadInitThunk
ntdll!__RtlUserThreadStart
ntdll!_RtlUserThreadStart

Solution:

The dmp file indicates that pdm_ver.exe process is crashing because it's trying to access invalid memory at the time of the crash. To correct this problem we have a setting NX_USE_PDM_DLL=YES that can be added into the NX_ROOT\NX.env file. With this setting enabled the pdm_ver.exe will lookup information in the pdm.dll file, instead of shared memory:

pdm_options_mgr -c -s USE_PDM_DLL -v YES -a pdm_option.inst
pdm_options_mgr -c -s USE_PDM_DLL -v YES -a pdm_option.inst -t

You are required to recycle service desk service in order to make this setting active.

Environment

Release:
Component: ARGIS

Resolution

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