Telemetry Connection to database issue causes 17.4 secondary server install failure

Products

• CA Service Desk Manager

Issue/Introduction

When installing SDM 17.4 secondary server, the following error appears and the installation fails on the Running Pre Configuration step.

The instal.log shows:

2023/10/25 05.08.42.551 ERROR [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4] [TelemetryInitialDataLoad] Connection to database failed
2023/10/25 05.08.42.551 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4] [PreConfigurationBase] Return result from execute of telemetryinitialload is  success ? :false
2023/10/25 05.08.42.552 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4] [ProgressPage] ProgressPage - Task Changed Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4
2023/10/25 05.08.42.552 DEBUG [DeployThread: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4] [ProgressPage] Task State Changed. TaskID: task.sdm.preconfigure.steps.17.4,Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4, Old State: running, New State:failed
...
2023/10/25 05.17.38.000 INFO  [DeployThread] [DeployThread] task.sdm.preconfigure.steps.17.4 : failed
2023/10/25 05.17.38.000 INFO  [DeployThread] [DeployThread] Abort requested while running task: Running Pre Configuration steps for CA Service Desk Manager Update(s) : 17.4 

Environment

SDM 17.4

Cause

There is a problem with the "Telemetry InitialDataLoad" process where it is looking for DB credentials to be provided. 

Resolution

Install SQL Client Tool, SQL Server Management Studio and SQLCMD Utility to the server where you are installing the secondary server and provide DB credentials without skipping the DB Configuration step.

The SDM Engineering team plans to address this use case in later 17.4 RU patches.