soitoolbox.exe DB login fails on first attempt but succeeds on second attempt

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

When running soitoolbox.exe to perform database operations (such as `--getStatisticalData`), the first database access attempt consistently fails with a login error. The tool then successfully connects on the second attempt immediately afterward.

Error observed in PowerShell/Command Line:

Initializing DB connection to SAMStore@<ServerName>: (timeouts=20/30)...
Connecting using SQL Server driver
Exception while connecting using SQL Server driver : ('28000', "[28000] [Microsoft][ODBC SQL Server Driver][SQL Server]Login failed for user '<username>'. (18456)")


Error observed in SQL Server ERRORLOG:

Error: 18456, Severity: 14, State: 8.
Logon Login failed for user '<username>'. Reason: Password did not match that for the login provided.

Environment

Product: Service Operations Insight (SOI) 4.3
Versions: 4.3 GA through 4.3 CU2
Database: Microsoft SQL Server (All supported versions)

Cause

This issue is caused by a code defect in `soitoolbox.exe`.

The tool incorrectly attempts to use the encrypted password string stored in the configuration file as a plaintext password for the first connection attempt. When the database rejects this string, the tool triggers its internal fallback/retry logic, correctly decrypts the password, and succeeds on the second attempt.

Resolution

This defect is scheduled to be resolved in a future cumulative update.

Fix Information
Scheduled Fix: SOI 4.3 CU3
Estimated Release: Late April 2026