Error during the install of Service Management; how to review the install logs

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Article ID: 208386

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Updated On:

Products

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

Issue/Introduction

Getting an error during the install at the Configuring Asset Manager, but I don't see the actual error. 

This document describes how to parse the install.log and locate other logs that may help determine where the problem is during the install process for the Service Management Product

Environment

Release : 17.3

Component : CA Service Management

Resolution

There will be an install.log, which is usually written to a location such as:

C:\Program Files (x86)\CA\SC\logs202101012020

There may also be such a file in the temp directory (ie:  %TEMP% or %TMP% locations)

When viewing the install.log, there will be a section in brackets that denotes what activity is taking place.  We are interested in looking for any given errors, then seeing what activity was taking place.

In searching the install.log, we see that an error has arisen here:

2021/01/01 20.21.21.578 DEBUG [DeployThread: Configuring CA Asset Portfolio Management] [ProgressPage] Task Error. TaskID: task.configure_Itam,Configuring CA Asset Portfolio Management

Looking further back on the install.log for the activity "[DeployThread: Configuring CA Asset Portfolio Management]", we find that logging was written to file CA_Asset_Portfolio_Management_20210101202000.log 

The full log in sequence, with specific entries of interest in bold.

2021/01/01 20.20.36.076 INFO  [DeployThread: Configuring CA Asset Portfolio Management] [ITAMHelper] log filename : CA_Asset_Portfolio_Management_20210101202000.log

2021/01/01 20.21.21.578 DEBUG [DeployThread: Configuring CA Asset Portfolio Management] [ProgressPage] ProgressPage - Task Error.

2021/01/01 20.21.21.578 DEBUG [DeployThread: Configuring CA Asset Portfolio Management] [ProgressPage] Task Error. TaskID: task.configure_Itam,Configuring CA Asset Portfolio Management

2021/01/01 20.21.32.734 INFO  [Thread-22] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 6252

2021/01/01 20.21.32.734 DEBUG [Thread-22] [CommonProcessUtilities] Command terminated with exit code: -2147023864

2021/01/01 20.21.32.734 DEBUG [Thread-22] [SilentITAMInstall] ITAM Exit Code: -2147023864

2021/01/01 20.21.32.734 DEBUG [Thread-22] [SilentITAMInstall] Install/Upgrade failed. Firing Task Error.

Searching the given server, we find that under the temp folder C:\Users\Administrator\AppData\Local\Temp, there is a file that matches for CA_Asset_Portfolio_Management_20210101202000.log.

 

The CA_Asset_Portfolio_Management_20210101202000.log file shows (entries of interest in bold)

[1CE8:1E70][2021-01-01T20:21:03]: Applying execute package: EEM, action: Install, path: C:\Users\Administrator\AppData\Local\Package Cache\8FD880ADFA245495247B7D7C473AB9319DA5F5D7\SetUps\EEM\AppLauncher.exe, arguments: '"C:\Users\Administrator\AppData\Local\Package Cache\8FD880ADFA245495247B7D7C473AB9319DA5F5D7\SetUps\EEM\AppLauncher.exe" -ProductName=EEM -EEMParameter='-EEMBackend=EEMSERVER.DOMAIN.COM,-EEMAdminPass=*****,-EEMUapmPassword=*****,-EEMCasmPassword=*****,-DatabaseType=MSSQL,-DBServer=DBSERVER.DOMAIN.COM,-UserID=mdbadmin,-DBName=mdb,-Port=1433,-DBOwner=dbo,-InstanceName=,-DBPassword=*****,-MdbAdminPassword=*****,-BundleVersion=17.0.0.114''

[1CE8:1E70][2021-01-01T20:21:19]: Error 0x80070408: Process returned error: 0x408

[1CE8:1E70][2021-01-01T20:21:19]: Error 0x80070408: Failed to configure per-user EXE package.

[1CE8:1E70][2021-01-01T20:21:19]: Applied execute package: EEM, result: 0x80070408, restart: None

[1CE8:1E70][2021-01-01T20:21:19]: Error 0x80070408: Failed to execute EXE package.

[1CE8:1E70][2021-01-01T20:21:19]: Removing cached package: EEM, from path: C:\Users\Administrator\AppData\Local\Package Cache\8FD880ADFA245495247B7D7C473AB9319DA5F5D7\

[1CE8:1E70][2021-01-01T20:21:19]: Apply complete, result: 0x80070408, restart: None, ba requested restart:  No
Error is with AppLauncher with trying to connect to the given EEM Server.  No specific errors are given for the fail, apart from this line:

[1CE8:1E70][2021-01-01T20:21:19]: Error 0x80070408: Process returned error: 0x408

[1CE8:1E70][2021-01-01T20:21:19]: Error 0x80070408: Failed to configure per-user EXE package.

Based on the above log examination, we can conclude that the problem with the given install attempt appears to be with access to the EEM Server while running AppLauncher attempting to access the given EEM Server.

Additional Information

To further troubleshoot, one may consider multiple options, from rolling back to a prior state from the installation from a snapshot/backup, to running AppLauncher manually using the same parameters that are mentioned in the command line (subbing out server names and passwords as appropriate)