Service Desk fails to start on a system with multiple NICs

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Article ID: 35853

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Updated On:

Products

KNOWLEDGE TOOLS CA Service Management - Service Desk Manager

Issue/Introduction

In an environment with multiple network cards, the Slump binds to the wrong network card. We expect the Slump to use the first of the bind list.

One of the symptoms is that the Service takes too long to start. Sometimes it fails, sometimes the service starts.

However, even after starting, the SDM UI is not accessible and in the stdlog file we can see several error messages.
An example of the stdlog entry is:

SIGNIFICANT  boplgin.c              463 Can't connect to server 'domsrvr'; will retry in 30 seconds
SIGNIFICANT  daemon_obj.c    3268 Waited 120 seconds for domsrvr to connect to slump.
SIGNIFICANT  bopauth.c            105 Can't connect to server 'domsrvr'; will retry in 30 seconds
SIGNIFICANT  api.c                 1916  Fast channel failed
ERROR            server.c             3720 Unable to handle fast-channel request from 5762|prov#3088_bpvirtdb_srvr to 5762|bpvirtdb_srvr; reason: Process bpvirtdb_srvr is not currently running
ERROR            daemon_obj.c    1990 Daemon pdm_intrvlog_nxd died: restarting

Cause

This is caused by a Problem in Service Desk Manager where it will attempt to use both network cards.

Environment

Service Desk 12.9 / 14.1 / 17.1

Resolution

There is a patch available to solve this related to Problem USRD#2726. Please contact CA support to obtain this fix.

NOTE:  This patch is already included in the 14.1 CP4 patch update and is part of the baseline code of release 17.0 and higher


WIN-INCORRECT NETWORK INTERFACE PICKED UP       
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On a server with multiple network interfaces, it is possible for Service Desk Manager to pick the secondary network interface while initializing fastchannel connection.

Enabling logging on tcp_port.c would log messages similar to:
"tcp_port.c 546 Target ip is XX.XX.XX.XX, and addrInfo->ai_family is 2" where XX.XX.XX.XX would be the IP address of the secondary network interface.

As a workaround, to solve the error, follow these steps:

  1.  Inclusion of variable ' @NX_PICK_FIRST_IPV4 = Yes ' 
  2.  Disabling "NetBIOS" in each network card 
    "Open the NIC properties, then select "Internet Protocol Version 4 (TCP/IPv4)", then click "Properties" and then "Advanced..." button. At the "WINS" tab in the "Advanced TCP/IP Settings" window, go to the "NetBIOS setting" and select the option "Disable NetBIOS over TCP/IP"." 
  3.  Disabling "Automatic Metric" 
    "Right click for properties, Go to InternetProtocolversion4 -> Properties, Advanced -> Uncheck the "Automatic Metric", Provide any value in "interface metric” and save. 'ex: Provide value of 100 for Secondary NIC and 1 for primary NIC'" 
  4. Recycle CA Service Desk Manager services.