Unable to Start ITPAM service

Products

• CA Process Automation Base

Issue/Introduction

Customer installed Windows Update patches and rebooted the ITPAM server

When trying to start the ITPAM service, the following pop-up message is received

Windows System Event Log shows the following error:

Failed to resolve the version of java

ITPAM c20.log shows the following error:

ERROR [com.optinuity.c2o.config.https.TransportProtoFactory] [       Timer-17] Error occurred while certificate installation
java.net.ConnectException: Connection timed out: connect
    at java.net.DualStackPlainSocketImpl.connect0(Native Method)
    at java.net.DualStackPlainSocketImpl.socketConnect(DualStackPlainSocketImpl.java:75)
    at java.net.AbstractPlainSocketImpl.doConnect(AbstractPlainSocketImpl.java:476)
    at java.net.AbstractPlainSocketImpl.connectToAddress(AbstractPlainSocketImpl.java:218)
    at java.net.AbstractPlainSocketImpl.connect(AbstractPlainSocketImpl.java:200)
    at java.net.PlainSocketImpl.connect(PlainSocketImpl.java:162)
    at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:394)
    at java.net.Socket.connect(Socket.java:606)
    at sun.security.ssl.SSLSocketImpl.connect(SSLSocketImpl.java:303)
    at sun.security.ssl.SSLSocketImpl.<init>(SSLSocketImpl.java:162)
    at sun.security.ssl.SSLSocketFactoryImpl.createSocket(SSLSocketFactoryImpl.java:88)
    at com.optinuity.c2o.util.https.InstallCert.getCertificate(InstallCert.java:143)
    at com.optinuity.c2o.config.https.TransportProtoFactory.handleSecurity(TransportProtoFactory.java:32)
    at com.optinuity.c2o.config.https.TransportProtoFactory.handleSecurityIfSecure(TransportProtoFactory.java:137)
    at com.optinuity.c2o.c2oserver.ServerManager.getFirstReachableNodeURL(ServerManager.java:5583)
    at com.optinuity.c2o.util.MirrorDomain.getUpdatedResourceUrl(MirrorDomain.java:455)
    at com.optinuity.c2o.util.MirrorDomain.mirrorFiles(MirrorDomain.java:310)
    at com.optinuity.c2o.util.MirrorDomain.run(MirrorDomain.java:1097)
    at java.util.TimerThread.mainLoop(Timer.java:555)
    at java.util.TimerThread.run(Timer.java:505)
ERROR [com.optinuity.c2o.c2oserver.ServerManager] [      Thread-21] Unable to start ActiveMQ or it has been stopped...
ERROR [com.optinuity.c2o.c2oserver.ServerManager] [      Thread-21] PAM Server will shut down now

ITPAM c2ow.log might show errors like:

FATAL  | wrapper  | Failed to resolve the version of Java.

Environment

Process Automation 4.3.x

Cause

Corrupted Java JDK

Resolution

The most command cause of the "Failed to resolve the version of Java" error is a corrupted Java JDK.

The recommended solution is to:

1.  Uninstall the current version of Java JDK installed on the ITPAM server

2.  Reboot ITPAM server

3.  Download and reinstall the same version of Java JDK on the ITPAM server

4.  Start the ITPAM Service

Additional Information

1.  In some instances, when running the "java - version" command via a command prompt, it fails to execute properly.

2.  It is recommended to exclude the Java JDK install directory from any anti-virus or security scan to avoid any Java JDK files from being deleted/modified