SDM server hangs during startup due to firewall restrictions

Products

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

Issue/Introduction

When trying to start a SDM server, it hangs and the services are not completely started. The last logs in stdlogs are:

pdm_ver                 4168 SIGNIFICANT  pdm_version.c         4217 Invalid argument path:NX_ROOT\site\mods\www\ mask: op_Authenticate_Survey.cfg
pdm_ver                 4168 MILESTONE    pdm_version.c          462 Setting version control path(ENX_ROOT\site) file(/secondary.ver) versionFile(/server_secondary.ver)
pdm_ver                 4168 MILESTONE    pdm_version.c          462 Setting version control path(NX_ROOT\site) file(/mods/secondary_custom.ver) versionFile(/mods/server_secondary_custom.ver)
pdm_ver                 4168 SIGNIFICANT  io_catcher.c           358 STDIO: ?

Environment

Service Desk Manager 17.4

Advanced Availability Architecture

Cause

Firewall rules not allowing communication to other SDM servers

Resolution

1. Identify the servers in the Advanced Availability environment.

2. Enable TCP 2100-2105 communication between all servers.

3. Verify port settings against the Supported Ports and Port Ranges

Additional Information

Increase the logging level in the Service Desk stdlog