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PAM Agent 4.4 does not start

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Article ID: 254225

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Updated On:

Products

CA Process Automation Base

Issue/Introduction

Error when trying to start PAM agent 4.4.

c2o.log shows the following:

ERROR [com.optinuity.c2o.installer.LaunchAgentJnlp] [erSimpleAppMain] LaunchAgentJnlp.main: agent startup failed: 
netx.jnlp.LaunchException: Fatal: Launch Error: Could not launch JNLP file.
 at netx.jnlp.Launcher.launchApplication(Launcher.java:313) ~[netx.jar:?]
 at netx.jnlp.Launcher$TgThread.run(Launcher.java:466) ~[netx.jar:?]
Caused by: java.lang.reflect.InvocationTargetException
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[?:1.8.0_322]
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) ~[?:1.8.0_322]
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) ~[?:1.8.0_322]
 at java.lang.reflect.Method.invoke(Method.java:498) ~[?:1.8.0_322]
 at netx.jnlp.Launcher.launchApplication(Launcher.java:305) ~[netx.jar:?]
 ... 1 more
Caused by: java.lang.NoClassDefFoundError: org/apache/log4j/Logger
 at com.optinuity.c2o.service.serviceoperation.casdserviceoperation.CASDSvcGroup.<clinit>(CASDSvcGroup.java:22) ~[?:?]
 at java.lang.Class.forName0(Native Method) ~[?:1.8.0_322]
 at java.lang.Class.forName(Class.java:264) ~[?:1.8.0_322]
 at com.optinuity.c2o.util.C2ORepository.loadServicesGroupListing(C2ORepository.java:164) ~[?:?]
 at com.optinuity.c2o.util.C2ORepository.init(C2ORepository.java:93) ~[?:?]
 at com.optinuity.c2o.c2oagent.AgentManager.boot(AgentManager.java:353) ~[?:?]
 at com.optinuity.c2o.c2oagent.AgentManager.main(AgentManager.java:272) ~[?:?]
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[?:1.8.0_322]
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) ~[?:1.8.0_322]
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) ~[?:1.8.0_322]
 at java.lang.reflect.Method.invoke(Method.java:498) ~[?:1.8.0_322]
 at netx.jnlp.Launcher.launchApplication(Launcher.java:305) ~[netx.jar:?]
 ... 1 more
Caused by: java.lang.ClassNotFoundException: org.apache.log4j.Logger
 at netx.jnlp.runtime.JNLPClassLoader.loadClassExt(JNLPClassLoader.java:541) ~[netx.jar:?]
 at netx.jnlp.runtime.JNLPClassLoader.loadClass(JNLPClassLoader.java:498) ~[netx.jar:?]
 at com.optinuity.c2o.service.serviceoperation.casdserviceoperation.CASDSvcGroup.<clinit>(CASDSvcGroup.java:22) ~[?:?]
 at java.lang.Class.forName0(Native Method) ~[?:1.8.0_322]
 at java.lang.Class.forName(Class.java:264) ~[?:1.8.0_322]
 at com.optinuity.c2o.util.C2ORepository.loadServicesGroupListing(C2ORepository.java:164) ~[?:?]
 at com.optinuity.c2o.util.C2ORepository.init(C2ORepository.java:93) ~[?:?]
 at com.optinuity.c2o.c2oagent.AgentManager.boot(AgentManager.java:353) ~[?:?]
 at com.optinuity.c2o.c2oagent.AgentManager.main(AgentManager.java:272) ~[?:?]
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[?:1.8.0_322]
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) ~[?:1.8.0_322]
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) ~[?:1.8.0_322]
 at java.lang.reflect.Method.invoke(Method.java:498) ~[?:1.8.0_322]
 at netx.jnlp.Launcher.launchApplication(Launcher.java:305) ~[netx.jar:?]
 ... 1 more

Environment

Release : 4.4

Cause

The problem is with the SDM connector. After the upgrade, the connector should be updated in the server and agent but in this case, it was not updated. The casdservice.jar in PAM\wildfly\standalone\.c2orepository\.c2oservicesresources\lib was 290 KB so the PAM agent took this file when trying to start services. This connector seems to be calling the old log4j file, which is not available, causing this issue to occur. 

Resolution

1. Download the Service Desk connector (CA Process Automation 4.4 Connectors for CA products.iso)
2. Install CA Process Automation Connector for CA Service Desk Manager in the PAM server
Now the casdservice.jar located in PAM\wildfly\standalone\.c2orepository\.c2oservicesresources\lib size is 285 KB
3. Start Orchestrator
4. Start PAM agent

To confirm the agent is using the new connector: go to PAMAgent\.c2orepository\.c2oservicesresources\lib and see if the size is 285 KB for the casdservice.jar.