MDB Tables not Populated

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When trying to install SDM 17.3 GA, we see the installer fails on the final step of Installing Service Desk Manager:

install.log

2023/01/06 14.46.59.027 DEBUG [DeployThread: Configuring CA Service Desk Manager] [ConfigureSDM] configLogScanner errMsg : 01/06 14:46:58.736 WARN  ConfigThread.java      582 Configuration task (Start CA Service Desk Manager) is failed in step : 27
2023/01/06 14.46.59.027 DEBUG [DeployThread: Configuring CA Service Desk Manager] [ConfigureSDM] isSecondary:false,isSdmUpgrade:false.
2023/01/06 14.46.59.027 DEBUG [DeployThread: Configuring CA Service Desk Manager] [ConfigureSDM] No need to wait for server sync, as server type is :false.
2023/01/06 14.46.59.027 ERROR [DeployThread: Configuring CA Service Desk Manager] [ConfigureSDM] SDM configuration failed with message : 01/06 14:46:58.736 WARN  ConfigThread.java      582 Configuration task (Start CA Service Desk Manager) is failed in step : 27

Previously installation attempt failed due to missing MDB Client.

This has been installed now

configure.log shows the following

01/18 13:58:17.421 INFO  Task.java              214 Running: Load system data
01/18 13:58:17.421 INFO  LoadSystemDataTask.java   129 Is server conversion:false, Reload data:true
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   339 Failed to find data file adv_avail_options.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file mdb_l10n.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file ascii.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file cm_data_load.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file cm.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file cm_misc.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file cm_evt.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file bop.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file change.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file grc.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file wf.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file issue.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file Del_Server.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file usp_servers_load.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file spellcheckopts.dat.  It will be skipped.
01/18 13:58:17.421 WARN  LoadSystemDataTask.java   319 Failed to find data file help_set_names.dat.  It will be skipped.
01/18 14:00:37.440 WARN  LoadSystemDataTask.java   319 Failed to find data file roles.dat.  It will be skipped.
01/18 14:00:37.440 WARN  LoadSystemDataTask.java   319 Failed to find data file kpi.dat.  It will be skipped.
01/18 14:00:37.440 WARN  LoadSystemDataTask.java   319 Failed to find data file attr_alias.dat.  It will be skipped.
01/18 14:00:37.440 WARN  LoadSystemDataTask.java   319 Failed to find data file kt.dat.  It will be skipped.
01/18 14:00:45.226 WARN  LoadSystemDataTask.java   319 Failed to find data file docres.dat.  It will be skipped.
01/18 14:00:45.226 WARN  LoadSystemDataTask.java   319 Failed to find data file sa.dat.  It will be skipped.
01/18 14:00:45.226 WARN  LoadSystemDataTask.java   319 Failed to find data file sa_messages.dat.  It will be skipped.
01/18 14:00:53.021 WARN  LoadSystemDataTask.java   319 Failed to find data file cmdb.dat.  It will be skipped.
01/18 14:00:53.021 WARN  LoadSystemDataTask.java   319 Failed to find data file viz.dat.  It will be skipped.

tmp files from C:\Windows\TEMP\ show

WARNING - pri table exists, but has no rows

Manual investigation of this tables confirms this is the case with this table and other tables.

Environment

Release : 17.3

Cause

Customer previously did not have the prerequisite MDB client installed which prevented the population of the MDB tables.

Resolution

Verified files exist in "NX_ROOT/data/tagged" and "NX_ROOT/data/XML" 

Modified NX_ROOT\site\config.properties changing resources.created to 0

Ran pdm_configure and made sure to select "Load default data"

Tables were populated and services were able to start.