Problem starting CA Service Desk ODBC services

Article Id: 49266

Status: Published

Updated On: 14-02-2018 07:42

Legacy Id: TEC578770

Products:

CA IT Asset Manager , CA Software Asset Manager (CA SAM) , ASSET PORTFOLIO MGMT- SERVER , SUPPORT AUTOMATION- SERVER , CA Service Desk Manager - Unified Self Service , KNOWLEDGE TOOLS , CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager

Issue/Introduction:

Description:

The CA Service Desk ODBC services on the Service Desk primary server will not start. As a result, the CA Business Intelligence (CABI) reports will not function.

Similar messages to the following are visible in the Windows OS Event Log:

CA Service Desk Manager ODBC Data [email protected]<Server name>,ErrorCode=430,ErrorMessage=Failed to open event trace file because the file version is not recognized.

CA Service Desk Manager ODBC [email protected]<Server Name>,ErrorCode=430,ErrorMessage=Failed to open event trace file because the file version is not recognized.

Solution:

Delete the contents of the NX_ROOT\add-ons\oaserver60\tracing directory on the Service Desk server.

The Service Desk ODBC services should now start.

Environment:

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: