Patch Manager installation error : Unable to retrieve Database details for the manager

Products

• CA Client Automation - IT Client Manager

Issue/Introduction

Following error occurs during installation of CA DSM Patch Manager :
Unable to retrieve Database details for the manager

In %TEMP%\DSMSetup.log there are following lines :

1: 9-8-2025 - 01:02:47 - INFO    - File: CAUniITRM_Setup.rul       - Line: 13650 - String('ID_STRING_PM_ERR_3') =XXX 'Unable to retrieve Database details for the manager '[1]' and hence Patch Manager installation will be skipped.' 

And in %TEMP%\PatchManagerSetupCmd.log : 

Error # 1:

{9/8/2025-1:2.32} Attempting to connect to SQL Server...
{9/8/2025-1:2.32} Server: <SQLServerName>
{9/8/2025-1:2.32} Port: 1433
{9/8/2025-1:2.32} User: ca_itrm
{9/8/2025-1:2.32} Password: ********
{9/8/2025-1:2.32} Connection Timeout: 90
{9/8/2025-1:2.32} Url: jdbc:sqlserver://
{9/8/2025-1:2.47} com.microsoft.sqlserver.jdbc.SQLServerException: The TCP/IP connection to the host <SQLServerName>, port 1433 has failed. Error: "<SQLServerName>. Verify the connection properties. Make sure that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port. Make sure that TCP connections to the port are not blocked by a firewall.".
{9/8/2025-1:2.47} Connection to sql server failed

Error # 2:

{4/15/2026-6:57.47} Attempting to connect to SQL Server...
{4/15/2026-6:57.47} Server: DM146
{4/15/2026-6:57.47} Instance: MSSQLSERVER
{4/15/2026-6:57.47} Port: 1433
{4/15/2026-6:57.47} User: ca_itrm
{4/15/2026-6:57.47} Password: ********
{4/15/2026-6:57.47} Connection Timeout: 90
{4/15/2026-6:57.47} IP addresses (including FQDN) returned for this machine - <Server_Name> : 
{4/15/2026-6:57.47} <IP Address>
{4/15/2026-6:57.47} <IP Address>
{4/15/2026-6:57.47} <IP Address>
{4/15/2026-6:57.47} Connecting to :<Server_Name>
{4/15/2026-6:57.47} Url: jdbc:sqlserver://
{4/15/2026-6:57.47} com.microsoft.sqlserver.jdbc.SQLServerException: Login failed for user 'ca_itrm'. ClientConnectionId:<Connection_ID>
{4/15/2026-6:57.47} Connecting to :DM146
{4/15/2026-6:57.47} Url: jdbc:sqlserver://
{4/15/2026-6:57.47} com.microsoft.sqlserver.jdbc.SQLServerException: Login failed for user 'ca_itrm'. ClientConnectionId:<Connection_ID> 
{4/15/2026-6:57.47} Connecting to :DM146
{4/15/2026-6:57.47} Url: jdbc:sqlserver://
{4/15/2026-6:57.47} com.microsoft.sqlserver.jdbc.SQLServerException: Login failed for user 'ca_itrm'. <Connection_ID> 
{4/15/2026-6:57.47} Connection to SQL Server failed for all IP addresses

 

 

Environment

Client Automation - All Versions

Resolution

Solution for Error # 1:

Communication with SQL Server is not possible due to possible causes :

- DNS problem. Check if the SQL Server Name could be resolved as ipaddress (check with nslookup, ping etc...)
- Firewall problem. Check if the SQL Server port (by default TCP 1433) is not blocked by a firewall
- Check if Microsoft SQL Server is up and running.

Solution for Error # 2:

Please reset the ca_itrm user password and re-run the setup again:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/clarity-client-automation/14-6/implementing/installation-of-ca-client-automation/management-database-mdb/modify-the-default-password-for-user-ca-itrm.html