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Installation of Background server fails during Installing CA Service Desk Manager Database Schema remotely

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Article ID: 255575

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

Service Desk Manager installation fails on the installation step "Installing CA Service Desk Manager Database Schema remotely". 

The install.log shows:

2022/11/04 10.49.20.346 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:bbca87d3-943b-4d72-b4fd-f6f71e94133f
2022/11/04 10.49.20.346 ERROR [AWT-EventQueue-0] [DatabasePersister] Connection to database failed
...
2022/11/04 10.53.32.081 ERROR [DeployThread: Installing CA Service Desk Manager Database Schema remotely] [SetupMDB] MDB RC   : 1
2022/11/04 10.53.32.081 ERROR [DeployThread: Installing CA Service Desk Manager Database Schema remotely] [SetupMDB] MDB Error: Unexpected error. Check logs at E:\CA\SERVIC~1\temp\mdb_sql.
2022/11/04 10.53.32.081 ERROR [DeployThread: Installing CA Service Desk Manager Database Schema remotely] [SetupMDB] Check mdb logs at E:\CA\SERVIC~1\temp\mdb_sql.
2022/11/04 10.53.32.081 ERROR [DeployThread: Installing CA Service Desk Manager Database Schema remotely] [InstallSDMRemoteMDB] SetupMDB returns code 1

Environment

Release : 17.3

Cause

A database administrator user "sa" fails to log into the database server. 

Resolution

Please check the following and solve the database login or/and connection problem.

1. When DBA installed SQL server, did they select "Mixed authentication mode"? In order to install SDM or run pdm_configure, "sa" account is used.

Please also refer to the following document.
CA Service Management Default User Information

2. Did you install both SQL Client tools and Management tools on your Background server?

17125: What is required by Service Management installer in a SQL Server MDB environment

3. When installing the Service Desk, does a password of the system administrator user, such as "sa" or "mdbadmin" contain any special character? If yes, please change the password to something without the special characters and run the installation again. 

135260: Service Desk Manager install fails when the MS SQL Password contains special characters like ampersand

4. Is there the Firewall between the SDM and the database servers? 

Additional Information

228326: Database connection problem while SQL DBMS is up and running

11986: Are there any effects to CA Service Desk Manager if the SQL 'sa' login is renamed?

 

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