After Rolling Back Upgrade pdm_rfbroker_nxd is still unknown

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

After rolling back an upgrade in an AA environment, we can not promote the standby server to the background server.

To roll back the latest RU patch, the patch was removed through the Windows Control Panel.

In the Command Prompt we run pdm_server_control -b, but the process hangs and the user must hit Ctrl-C to stop the command.

stdlog contains frequent occurrences of:

04/21 19:06:01.08 SERVER slump_nxd  684 ERROR list.c  2763 Process 0|pdm_rfbroker_nxd is still unknown after 900 seconds;  cancelling verification and discarding 5 messages

The pdm_rfbroker_nxd.exe process is not present in Task Manager.

Attempts to start the Service Desk Manager service are not successful.

Environment

All versions of Service Desk Manager

Resolution

One option is to roll back the environment to the desired RU level by reverting to previously taken snapshots of the server and database if available.

If snapshots are not available, we advise users to uninstall the product by following our documented suggestions here:

Uninstalling Service Management

Then if process is still not available and services are not starting, restart the server. 

Once the server is restarted:

• The Service Desk Manager service can start
• The pdm_rfbroker_nxd.exe process is present in the Windows Task Manager
• The Standby server can now be promoted to the Background server