Can't start Service Desk service with Failed to logon to SQL Server (DB-server\DB-instance) in checkdb.0 file

Products

• CA Service Desk Manager

Issue/Introduction

Service Desk can't start due to connection to database instance as shown in checkdb.0 file

5/29 20:34:31.55 SMR-CASDM-BG sql_ckeckdb             2084 ERROR        sqlclass.c             479 Failed to logon to SQL Server (DB-server\DB-insatnce) Reason: [Microsoft SQL Server Native Client 11.0] [ SQL Code=18456 SQL State=28000] Login failed for user 'mdbadmin'.

However, checking the NX.env file in Service Desk install folder and NX.env_nt.tpl file in \pdmconf folder, there is no instance configured there. In fact, even running pdm_configure only the DB-server is specified. Where the DB-instance comes from?

Environment

Service Desk on Windows, version 17.3 and higher

Resolution

Please check the C:\ drive root folder--if you keep an old backup copy of NX.env file there it will be picked up when Service Desk starts. So as a first step, check if you have a backup copy of NX.env file in C:\ drive root folder and if yes, please move it to some other folder and try start Service Desk.

If there is no NX.env file in C:\ drive root folder, please open a Broadcom Support case and Broadcom Support will assist on finding the root cause.

Note: if you install Service Desk in other drive other than C:\ drive, this check of NX.env file in C:\ drive root folder is still applied.