Problem starting CA Service Desk ODBC services

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: