"Debug Assertion Failure" message appears after increasing Tomcat memory in NX.ENV

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

After changing the variable NX_JAVA_OPTIONS in the NX.ENV file using a text editor like Notepad to increase the Tomcat memory and then recycling Tomcat, any Service Desk Manager (SDM) command such as "pdm_status" or "pdm_tomcat_nxd -c status" causes the following message to appear:

Even a Service Desk Manager service recycle fails to resolve this situation.

Manually editing the NX.ENV file caused non-printable characters to be added to the file and caused it to be unreadable.

Note that manually editing the NX.ENV file is not the recommended method of making changes to the file.

This article explains how to restore the environment to the original state, and do the required change to TOMCAT configuration.

Environment

Release: 12.x / 14.x

Component: USRD

Resolution

1. Restore the environment
   
   In order to resolve this problem, restore a backup of NX.ENV.
   
   In case a backup doesn't exist, it will be necessary to run pdm_configure again.
   
   IMPORTANT: 
   Before running pdm_configure, check if the current configuration on NX.ENV are the same on NX.env_nt.TPL.
   
   This is necessary if changes have been made to NX.ENV directly but the had not also been made to the tpl file.
   
   This step can be used to remove any change done to NX.ENV which causes the "Debug Assertion Failed" error to occur.
   
   
2. Steps to change Tomcat configuration
   
   An SDM utility named pdm_options_mgr will be used to adjust the Tomcat setting. 
   Before running the steps below, make a backup copy of NX.ENV file, which is located under NX_ROOT (the Service Desk Manager installation folder).
   
   The following steps should be run:
   
   
   1. Deinstall JAVA_OPTIONS by running:
      pdm_options_mgr -c -s JAVA_OPTIONS -v "-Djava.net.preferIPv4Stack=false -Xms64M -Xmx512M" -a pdm_option.dinst
      
      
   2. Install the same variable with the new value set:
      pdm_options_mgr -c -s JAVA_OPTIONS -v "-Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M" -a pdm_option.inst
      
      
   3. Recycle Tomcat services:
      
      
      • Stop Tomcat: pdm_tomcat_nxd -c stop
        
        
      • Start Tomcat: pdm_tomcat_nxd -c start
        
        
      • Check Tomcat status: pdm_tomcat_nxd -c status
        If Tomcat is running, you should receive a message that shows the date and time that Tomcat was started.

IMPORTANT:

This setting should be added to NX.env_nt.TPL file so the next time pdm_configure is run, this change is not lost.

The following command can be used to do this:

	pdm_options_mgr -c -s JAVA_OPTIONS -v "-Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M" -a pdm_option.inst -t