Service Intelligence Installation Image Pull Failure 403 Forbidden

Products

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

Issue/Introduction

During the installation of Service Intelligence in an online environment, the process fails during the container image pull phase. The installation logs show an authentication failure when attempting to access the Broadcom container registry. The specific error reported is: unexpected status from HEAD request to https://casm-docker.packages.broadcom.com/v2/...: 403

In the log we see that anonymous pull is used :
No registry credentials provided, using anonymous pull

Example of logs :

[ INFO  ] [2026-08-21 07:38:04] [#####] Online mode: Pulling and configuring container images...
[WARNING] [2026-08-21 07:38:04] [#####] No registry credentials provided, using anonymous pull
[ INFO  ] [2026-08-21 07:38:04] [#####] Using pre-generated image mappings for clean tagging
[ INFO  ] [2026-08-21 07:38:04] [#####] Pulling casm-docker.packages.broadcom.com/######### -> ########
ctr: failed to resolve image: unexpected status from HEAD request to https://casm-docker.packages.broadcom.com/v2/casm-si-platform/services/embeddings-service/manifests/########: 403 
[ ERROR ] [2026-08-21 07:38:08] [#####] Failed to pull casm-docker.packages.broadcom.com/casm-si-platform/services/embeddings-service:###########
[ ERROR ] [2026-08-21 07:38:08] [#####] Script failed with exit code 1

Environment

Service Desk 14.5
Service Intelligence Platform - Online Installation

Resolution

The installation requires valid registry credentials for online deployments. To resolve this, configure the ARTIFACTORY_USER and ARTIFACTORY_TOKEN in the .env configuration file.

1. Generate Registry Token: If you do not have a token, generate one in the Broadcom Support Portal. Refer to KB 421110 for instructions.

2. Configure Credentials: Open the .env file in your installation directory and update the following lines. Ensure there is no # character at the beginning of these lines:
   
   

   ARTIFACTORY_USER=####
   ARTIFACTORY_TOKEN=####

   Note: Ensure you open this file using a plain text editor (like Notepad++ or vi) without word wrap to prevent formatting issues.
   
   

3. Validate Credentials: Run the following commands to verify connectivity and authentication:

   • Login:
     
     

     docker login -u #### casm-docker.packages.broadcom.com

     (When prompted for a password, paste the token: ####)
     
     
   • Test Pull:

     docker pull casm-docker.packages.broadcom.com/casm-si-platform/external-images/rabbitmq:3.13.0-amd64

   • Logout:

     docker logout casm-docker.packages.broadcom.com

4. Restart Installation: Once credentials are validated, run the ./install.sh script to resume the platform deployment.

Additional Information

See online documentation Install SI Platform