Unable to export lists from Service Desk primary and one secondary server

Products

CA Service Management - Service Desk Manager

Issue/Introduction

Unable to export lists in CA Service Desk only works on one of our secondary servers. We have a configuration as Advanced Availability

Presently can only, export. from one Server.

We have a load balancer in place and the same condition applies: exporting from one server works, while exporting on the other two does not.

After attempting to export, the following error is presented:

"Fatal error has occurred in servlet please see jsrvr.log for details."

05/17 14:17:50.454[http-nio-8080-exec-20] INFO usxxxx ? Web Services session ended 1892407992; user(); IP(10.2xx.x.xxx; session count 4
05/17 14:18:00.091[Thread-3351] INFO BPServer 229 Starting private slump loop in thread Thread-3351 for BPObject jvxxxxxD
05/17 14:18:00.200[Thread-3352] INFO BPServer 229 Starting private slump loop in thread Thread-3352 for BPObject jvxxxxxx

ERROR DownloadAttachment 661 Fatal error: org.apache.catalina.connector.ClientAbortException: java.io.IOException: An established connection was aborted by the software in your host machine
org.apache.catalina.connector.ClientAbortException: java.io.IOException: An established connection was aborted by the software in your host machine

Caused by: java.io.IOException: An established connection was aborted by the software in your host machine
05/18 09:25:11.02 slump_nxd 10928 ERROR list.c 2651 Process 0|VerCtlClient_ is still unknown after 900 seconds;

stdlog

05/17 14:18:07.22 web:local 8240 SIGNIFICANT genhtml.c 827 Expanding value cache from 82 to 89 for list_symptom_code.htmpl[1] to accommodate tenant

05/17 14:23:49.04 spelsrvr 12140 SIGNIFICANT bopevt.spl 1346 Firetime of atev:xxxxx for cr: xxxxxx changed from past date of 05/17/2021 14:23:48 to 05/17/2021 14:23:54

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

1. Remote into the CA SD server having the issue.
2. Launch CMD as admin (right-click, run as administrator).
3. Run the command below to get the javaw.exe process corresponding to exports:
WMIC PROCESS WHERE "caption LIKE 'javaw.exe%' AND commandLine LIKE '%CATALINA_BASE\\temp%'" get ProcessID /format:list

4. Note the process ID.
5. Run the command below to get the pdm_tomcat_nxd.exe process corresponding to exports:
WMIC PROCESS WHERE "caption LIKE 'pdm_tomcat_nxd.exe%' AND commandLine LIKE '%-s'" get ProcessID /format:list

6. Run the following command, replacing #### with the PID of the Javaw.exe process:
TASKKILL /F /PID ####

7. Run the following command, replacing #### with the PID of the pdm_tomact_nxd.exe process:
TASKKILL /F /PID ####

8. Wait a moment then rerun the following to commands to verify the javaw.exe and pdm_tomcat_nxd.exe process have respawned:
WMIC PROCESS WHERE "caption LIKE 'javaw.exe%' AND commandLine LIKE '%CATALINA_BASE\\temp%'" get ProcessID /format:list
WMIC PROCESS WHERE "caption LIKE 'pdm_tomcat_nxd.exe%' AND commandLine LIKE '%-s'" get ProcessID /format:list

9. Export a list from the affected server's app UI.