ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

Upgrade failed


Article ID: 227815


Updated On:


CA Service Management - Service Desk Manager


Upgrading from to 17.3 failed

In the installation screen installation fails on the post install steps.

An error message pops up referring us to the install.log file.

In the install file we see the following error:

"Couldn't connect to the server - Please check the network and that server daemons are running (Socket error 10061)"


Sophos Security Suite was causing issues with the installation.


Release : 17.X


I verified no CA processes were running in the Task Manager.

I checked pdm_status to ensure no SDM tasks were running.

In the Task Manager I noticed Sophos was running.

I confirmed with the customer that Sophos was active and running.

We disabled all Sophos Services.

Installation finished.