CA SDM Knowledge documents Reindexing fails with error " MakeDir() - Unable to create directory"

Products

• CA Service Desk Manager

Issue/Introduction

CA SDM Knowledge documents Reindexing fails with error " MakeDir() - Unable to create directory"

or

Reindexing failed with error "The program was not successful due to a critical error. Please see the log files for further details."

Environment

CA Service Desk Manager 17.X

Cause

The above issue occurred because the SDM installed path and path at which reindexing is ran doesn't match.
ex: SDM is installed in D Drive but reindexing is searching for path in E drive.

Resolution

Reindexing command "pdm_k_reindex" failed with Critical error.

Logs to check:

1.EBR_REINDEX.log  have entry as:

 -> Create EBR_FULLTEXT_ADM table indexes. It may take some time...
 -> The program was not successful due to a critical error. Please see the log files for further details.

2. Std.log at the same time records the error as :

pdm_k_reindex       11720 SIGNIFICANT  FileMng.c             1614 MakeDir() - Unable to create directory E:/PROGRA~1 (No such file or directory (2))
pdm_k_reindex       11720 ERROR        FileMng.c             1393 MakePath() - Failed to create directory E:/PROGRA~1
pdm_k_reindex       11720 ERROR        EBRFileIndex.c         892 StartFileReindex() - Failed to create file  E:/PROGRA~1/CA/SERVIC~1/site/ebr_ADM/0.ebr (No such file or directory (2))

Steps to do:

1. Check the SDM installed path.
either by running "NXCD" command from command prompt or by checking the file "paradigm.ini"

2. Make sure the above SDM installed path matches the path at which  pdm_k_reindex is running.If not then update the same from SDM adminitration tab.
Check the path at "Path For EBR Index Files:" from  SDM->Administration tab->Knowledge->System->General Settings.

If path is wrong-> update the correct path-> do a relogin and try to run reindexing again. It will complete successfully.

Below screenshot is FYR: