HEAP CORRUPTION DETECTED error while installing/upgrading SDM

Products

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

Issue/Introduction

While installing/upgrading SDM, a HEAP CORRUPTION DETECTED error appears

Below errors are found in log files:

Checkdb log file: 

sql_ckeckdb 1260 ERROR encrypt.cpp 520 etpki_lib_init return -1 
sql_ckeckdb 1260 ERROR encrypt.cpp 139 unable to initialise encryption operation 

OS Event viewer logs: 

Faulting application name: sql_check_db.exe, version: 14.1.0.111, time stamp: 0x544abcd4 
Faulting module name: sql_check_db.exe, version: 14.1.0.111, time stamp: 0x544abcd4 
Exception code: 0x80000003 
Fault offset: 0x000a64cb 
Faulting process id: 0x4ec 
Faulting application start time: 0x01d1ba34be56d9c2 
Faulting application path: D:\PROGRA~1\CA\SERVIC~1\bin\sql_check_db.exe 
Faulting module path: D:\PROGRA~1\CA\SERVIC~1\bin\sql_check_db.exe 
Report Id: d4617461-262e-11e6-80d0-000c2995d3c4

Configure log: 

INFO ? ? Process sql_check_db completed with exit code 11 
DEBUG SQLDatabasePage.java 476 Return code of ckdb.doCheck :11 
INFO ConfigThread.java 597 Abort requested while running task: Load system data 
INFO TaskMediator.java 184 Configuration has completed successfully. 

 

Environment

Service Desk Manager 14.x and up
All Supported Windows Operating Systems

Resolution

One of the following should resolve the issue and allow the install/upgrade to proceed:

1. On the SDM server, check the below registry path:#HKLM -> SOFTWARE -> Wow6432Node -> ComputerAssociates -> Shared -> CAPKI
   
   If this registry key exists, check the installation drive and path. 
   If the drive and/or path is incorrect, then correct this.
2. If the registry entry does not exist, run the below command from the SDM install media (products\SDM\casd.nt\etpki)
   
   setup.exe install caller=SDM verbose
   Verify the CAPKI registry key again
   
   
3. Copy eTPKI folder (default - C:\Program Files (x86)\CA\SC\CAPKI) from a working SDM environment and reboot the server.

Additional Information

It is important to ensure that all servers in the SDM environment are updated to the same release and patch level.