Service Desk Configuration fails with the following error "pdm_sql 4468 ERROR encrypt.cpp 136 unable to initialise encryption operation"

Products

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

Issue/Introduction

While attempting to upgrade Service Desk Manager the following error is recorded in the configure.log file

pdm_sql 4468 ERROR encrypt.cpp 136 unable to initialise encryption operation

In addition, the capki_install.log located in the %TEMP% folder contains the following error:

"Unable to open installed files log file: C:\Program Files (x86)\CA\SC\eTPKI\CAPKI\Windows/x86/32\files.dat
CAPKI files seem to have been deleted without cleaning the Registry....Installation will not proceed.
Existing Version is higher than installing Version."

In the checkdb.log you may see this error:

sql_ckeckdb           368 ERROR        encrypt.cpp            520 etpki_lib_init return -1
sql_ckeckdb           368 ERROR        encrypt.cpp            139 unable to initialise encryption operation
sql_ckeckdb           368 ERROR        encrypt.cpp            260 unable to initialise encryption operation

Environment

Service Desk Manager 12.x, 14.1 and 17.1
All Supported Windows Operating Systems

Resolution

1. Make a backup of your registry first.

2. Delete the CAPKI entries from the registry - make sure all are deleted (search for CAPKI). Check this key and delete it:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ComputerAssociates\Shared\CAPKI

3. Delete the C:\Program Files (x86)\CA\SC\CAPKI folder

4. On the SDM DVD go to the folder \casd.nt\etpki and run the following from the command line:

setup.exe install caller=SDM verbose

Once this completes, check the capki_install.log to see whether it has been installed successfully. 

NOTE:

With the 17.1 install media, the CAPKI that gets installed creates a registry key called "CAPKI5", instead of the default from earlier versions. CAPKI