Unable to update TEST environment. Patching process appears stuck.

Products

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

Issue/Introduction

We started the TEST environment installation process of 17.3 RU 12 and are currently stuck on performing post-installation steps at 93%. This has been at this stage for well over an hour/hour-half at this point and does not appear to be moving further. 

Environment

Release : 17.3

Component : SDM - Install/Upgrade/Configuration

Cause

We found he was missing two of the files needed to complete the post-installation tasks for RU12. 

In the %NX_ROOT%\data folder look for:

r17_3_12_insert.dat
r17_3_12_update.dat

 

Resolution

If those files are missing after applying the RU patch, first check to be sure that RU12 is the patch that was actually installed.  There are 2 ways:

1. Check the folder containing the patch's installation files where you unzipped them.  The name of the folder should be CASM_17.3.0.12

2. After installing, check the %NX_ROOT%\env.info file.  You should find "rolllup=12" there.

If both of those are correct and still you do not find %NX_ROOT%\data\r17_3_12*.dat files, you should copy those from another Service Desk installation that has already been updated to RU12.  If you don't have another Service Desk installation available, contact support.