etpki_lib_init return -1 When trying to start SDM Services

Products

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

Issue/Introduction

The following error  appears in the checkdb log file:

• etpki_lib_init return -1
• unable to initialise encryption operation

STDLOG shows the following error:

• Command return non-zero exit code. Command: sql_check_db  -c. Exit Code: 3221225477
• Unable to connect to SQL Server database mdb on server <DB server>

Environment

CA Service Desk Manager 17.3 and 17.4

Resolution

1. Open Regedit > HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ComputerAssociates\Shared\CAPKI5 > right-click on CAPKI5 > Export > Save the .reg as a backup

2. Open Regedit > Computer\HKEY_LOCAL_MACHINE\SOFTWARE\ComputerAssociates\Shared\CAPKI5 > right-click on CAPKI5 > Export > Save the .reg as a backup

3. Remove HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ComputerAssociates\Shared\CAPKI5

4. Remove Computer\HKEY_LOCAL_MACHINE\SOFTWARE\ComputerAssociates\Shared\CAPKI5

5. Go to the CA SDM 17.3 GA ISO > <local drive>\patches\common > Copy etpki_5_2_5-00_amd64_64bit_fips folder to C: drive (or local drive)

6. Open CMD and go to the etpki_5_2_5-00_amd64_64bit_fips folder > Run:

setup.exe install caller=SDM verbose

7. Ensure there is no error after running this command. Check CMD window and  %TEMP%\capki_install.log to confirm there is no error.

If no error, continue with step 8

8. Open a new cmd and run: sql_check_db -c

If the connection is successful, then the SDM service should start.