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Rollup Patch Installation Fails on "Updating the Database" Step

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Article ID: 229702

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

Customer is trying to install RU patch and the installation fails on "Updating the Database" step.

Install.log shows the following errors:

2021/12/01 09.31.11.905 ERROR [AWT-EventQueue-0] [DatabasePersister] Exception occurred while getting getSingleKeyValue : 
java.lang.NullPointerException: null
 at com.ca.smsi.installcore.Database.DatabasePersister.getSingleKeyValue(DatabasePersister.java:2237) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.installcore.Database.DatabaseManager.getSingleKeyValue(DatabaseManager.java:1143) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.installcore.DeployThread.addSDMPatchingTasks(DeployThread.java:213) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.installcore.DeployThread.addPatchingTasks(DeployThread.java:713) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.installcore.DeployThread.buildCASMTaskList(DeployThread.java:1063) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.installui.wizard.ProgressPage.activatePage(ProgressPage.java:239) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.wizard.Wizard.showCurrentPage(Wizard.java:697) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.wizard.Wizard.next(Wizard.java:782) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at com.ca.smsi.wizard.Wizard.actionPerformed(Wizard.java:457) [smsi.jar:17.3.0-SNAPSHOT-243.243]
 at javax.swing.AbstractButton.fireActionPerformed(AbstractButton.java:1967) [?:?]
 at javax.swing.AbstractButton$Handler.actionPerformed(AbstractButton.java:2308) [?:?]
 at javax.swing.DefaultButtonModel.fireActionPerformed(DefaultButtonModel.java:405) [?:?]
 at javax.swing.DefaultButtonModel.setPressed(DefaultButtonModel.java:262) [?:?]
 at javax.swing.plaf.basic.BasicButtonListener.mouseReleased(BasicButtonListener.java:279) [?:?]
 at java.awt.AWTEventMulticaster.mouseReleased(AWTEventMulticaster.java:297) [?:?]
 at java.awt.Component.processMouseEvent(Component.java:6632) [?:?]
 at javax.swing.JComponent.processMouseEvent(JComponent.java:3342) [?:?]
 at java.awt.Component.processEvent(Component.java:6397) [?:?]
 at java.awt.Container.processEvent(Container.java:2263) [?:?]
 at java.awt.Component.dispatchEventImpl(Component.java:5008) [?:?]
 at java.awt.Container.dispatchEventImpl(Container.java:2321) [?:?]
 at java.awt.Component.dispatchEvent(Component.java:4840) [?:?]
 at java.awt.LightweightDispatcher.retargetMouseEvent(Container.java:4918) [?:?]
 at java.awt.LightweightDispatcher.processMouseEvent(Container.java:4547) [?:?]
 at java.awt.LightweightDispatcher.dispatchEvent(Container.java:4488) [?:?]
 at java.awt.Container.dispatchEventImpl(Container.java:2307) [?:?]
 at java.awt.Window.dispatchEventImpl(Window.java:2772) [?:?]
 at java.awt.Component.dispatchEvent(Component.java:4840) [?:?]
 at java.awt.EventQueue.dispatchEventImpl(EventQueue.java:772) [?:?]
 at java.awt.EventQueue$4.run(EventQueue.java:721) [?:?]
 at java.awt.EventQueue$4.run(EventQueue.java:715) [?:?]
 at java.security.AccessController.doPrivileged(Native Method) ~[?:?]
 at java.security.ProtectionDomain$JavaSecurityAccessImpl.doIntersectionPrivilege(ProtectionDomain.java:85) [?:?]
 at java.security.ProtectionDomain$JavaSecurityAccessImpl.doIntersectionPrivilege(ProtectionDomain.java:95) [?:?]
 at java.awt.EventQueue$5.run(EventQueue.java:745) [?:?]
 at java.awt.EventQueue$5.run(EventQueue.java:743) [?:?]
 at java.security.AccessController.doPrivileged(Native Method) ~[?:?]
 at java.security.ProtectionDomain$JavaSecurityAccessImpl.doIntersectionPrivilege(ProtectionDomain.java:85) [?:?]
 at java.awt.EventQueue.dispatchEvent(EventQueue.java:742) [?:?]
 at java.awt.EventDispatchThread.pumpOneEventForFilters(EventDispatchThread.java:203) [?:?]
 at java.awt.EventDispatchThread.pumpEventsForFilter(EventDispatchThread.java:124) [?:?]
 at java.awt.EventDispatchThread.pumpEventsForHierarchy(EventDispatchThread.java:113) [?:?]
 at java.awt.EventDispatchThread.pumpEvents(EventDispatchThread.java:109) [?:?]
 at java.awt.EventDispatchThread.pumpEvents(EventDispatchThread.java:101) [?:?]
 at java.awt.EventDispatchThread.run(EventDispatchThread.java:90) [?:?]
2021/12/01 09.31.11.905 DEBUG [AWT-EventQueue-0] [DeployThread] DB Version : 
2021/12/01 09.31.11.921 INFO  [AWT-EventQueue-0] [DatabasePersister] Unable to obtain Database Connection for user : mdbadmin May be a fresh installation.Cannot open database "mdb" requested by the login. The login failed. ClientConnectionId:a84b4ba5-b483-4d5e-84ed-248c33ef338d
2021/12/01 09.31.11.921 ERROR [AWT-EventQueue-0] [DatabasePersister] Connection to get JDBC database connection failed

Additionally, customer noted they thought the sa user was failing to login instead of the mdbadmin shown in the logs.

Environment

Release : 17.3

Component : SDM - Install/Upgrade/Configuration

Cause

Customer investigated the DB further and found that mdb was reset to "Pending Restore" state.

Resolution

Customer restored the database to a previous snapshot.

Patch was installed successfully.