Service Desk Manager Rollup (RU) patch install or upgrade error
Article ID: 235698
Updated On:
Products
Issue/Introduction
When attempting to apply a Service Desk Manager Rollup (RU) patch or upgrading to a new Service Desk Manager version, the following error is received during the Pre Configuration Steps for CA Service Desk Manager
The patch install log shows errors similar to the following:
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] Inside checkIfVizBackUpAlreadyExists method
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] Inside prereqFlashVizExists method
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] NX_ROOT : C:/PROGRA~1/CA/SERVIC~1
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] NX_VIZ_CATALINA_BASE : $NX_ROOT/bopcfg/www/CATALINA_BASE_VIZ
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] Visualizer directory does not contain Flash files
ERROR [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] Exception occured during removeFlashAndInstall
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ReplaceFlash] retValue = -1
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [PreConfigurationBase] Return result from execute of replaceviz is success ? :false
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ProgressPage] ProgressPage - Task Changed Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11
DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11] [ProgressPage] Task State Changed. TaskID: task.sdm.preconfigure.steps.17.3.0.11,Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.3.0.11, Old State: running, New State:failed
stderr.txt shows the following error:
Warning: Nashorn engine is planned to be removed from a future JDK release
Aug 11, 2022 12:03:10 PM IclUtil itechLibInit
INFO: iTechSDK initialized successfully
Warning: Nashorn engine is planned to be removed from a future JDK release
java.lang.Exception: Visualizer directory (C:\PROGRA~2\CA\SERVIC~1\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer) does not contain Flash files!
at com.ca.smsi.installui.patches.postInstall.ReplaceFlash.prereqFlashVizExists(ReplaceFlash.java:225)
at com.ca.smsi.installui.patches.postInstall.ReplaceFlash.removeFlashAndInstall(ReplaceFlash.java:63)
at com.ca.smsi.installui.patches.postInstall.ReplaceFlash.execute(ReplaceFlash.java:36)
at com.ca.smsi.installui.patches.postInstall.PreConfigurationBase.run(PreConfigurationBase.java:37)
at com.ca.smsi.wizard.task.Task.start(Task.java:240)
at com.ca.smsi.installcore.DeployThread.run(DeployThread.java:1378)
Environment
Service Desk Manager 17.2 or higher
All Supported Operating Systems
Cause
Installer cannot detect the correct version of CMDB Visualizer
Resolution
Starting with SDM 17.2 RU9 and 17.3 RU1, CMDB Visualizer has been updated with modern technology to replace Adobe Flash Player.
As part of this process, a backup of the Flash version of CMDB Visualizer is placed in the NX_ROOT\REPLACED/Visualizer.OLD directory.
As part of the installer, it checks for the existence of the NX_ROOT\REPLACED/Visualizer.OLD directory to determine if an update to the Flash version of CMDB Visualizer is required.
Check to see if the NX_ROOT\REPLACED/Visuliazer.OLD directory exists on the SDM server where you are having issues installing the RU patch or attempting a SDM upgrade.
If it does not exist, copy this folder from another SDM environment or contact Broadcom Support for further assistance.
Additional Information
We found that after copying the Visualizer.OLD folder to the NX_ROOT\REPLACED folder, you will need to cancel out of the installer and execute setup.exe again. Just clicking "Retry" does not resolve the problem in some cases.
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