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ServiceDesk Configuration (pdm_configure) window does not load/populate

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Article ID: 36998

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Service Desk Manager Configuration window (pdm_configure) does not come up or populate when running the pdm_configure command or selecting Service Desk configuration from the Windows Menu.

Service Desk stdlog.x shows the below errors:

WARN ConfigUI.java 408 Failed to load config_jni library from path E:\PROGRA~1\CA\SERVIC~1\bin\config_jni.dll 

java.lang.UnsatisfiedLinkError: E:\Program Files\CA\Service Desk Manager\bin\config_jni.dll: Can't load IA 32-bit .dll on a AMD 64-bit platform

Environment

Service Desk Manager 12.9 and 14.1
All Supported Windows Operating Systems
64-bit JRE

Cause

Service Desk Manager is a 32-bit application.

The Service Desk Manager configuration utility uses JRE 32-bit. If JRE 64-bit is installed, then the Service Desk configuration window will not be populated.

Resolution

1. Run the below command on the command prompt of the Service Desk Manager server to identify the JRE version

java -version

2. If the output contains the string "Java HotSpot(TM) 64-Bit Server", then this indicates that JRE 64-bit is installed.

3. Bring up the Control Panel -> Open Programs & Features -> Uninstall JRE 64-bit.

4. Download JRE 1.7.0_51 32-bit (jre-7u51-windows-i586.exe) from the below link:

http://www.oracle.com/technetwork/java/javase/downloads/java-archive-downloads-javase7-521261.html#jre-7u51-oth-JPR

5. Create a folder "1.7.0_51" under C:\Program Files (x86)\CA\SC\JRE folder. This path may vary depending on where you installed CA Applications. 

6. Add JRE bin folder to the System Path by right-click on My Computer -> Properties -> Advanced System Settings -> Click on Environment Variables button -> In the System Variables section select Path and click the Edit button -> At the end of the Variable value field type a semi-colon (;) and enter the JRE/bin install path (i.e. C:\Program Files (x86)\CA\SC\JRE\1.7.0_10\bin).  Click OK -> Click OK in the Environment Variables window -> Click OK in the System Properties window.

7. Bring up the command prompt and run the command java -version. This should now display the correct JRE 32-bit Version without the text "64-Bit Server".

8. Run the command pdm_configure. This will bring up the Service Desk configuration window.