When opening the ITCM reporter you see "An Exception Occurred: egc30n.exe caused an EXCEPTION_ACCESS_VIOLATION in module <UNKNOWN> at 001B:00200065" or similar?

Products

• CA Automation Suite for Data Centers - Configuration Automation
• CA Client Automation - Asset Management
• CA Client Automation - IT Client Manager
• CA Client Automation
• CA Client Automation - Remote Control
• CA Client Automation - Asset Intelligence
• CA Client Automation - Desktop Migration Manager
• CA Client Automation - Patch Manager
• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• CA Server Automation
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

at 001B:00200065" or similar?" />

Description:

The ITCM Reporter GUI crashes during startup with error message Egc30n.exe caused an EXCEPTION_ACCESS_VIOLATION in module <UNKNOWN> at 0023:EFF74802 or similar.

Reason:

Egc30n.exe caused an EXCEPTION_ACCESS_VIOLATION in module <UNKNOWN> at 0023:EFF74802

Registers:
EAX=00000252 EBX=05F74868 ECX=062EEAB8 EDX=02EFFFFF ESI=062EEAB8 EDI=0018A8D8 EBP=05F74860 ESP=0018A898 EIP=EFF74802 FLG=00210206 CS =0023 DS =002B SS =002B ES =002B FS =0053 GS =002B

Solution:

From TRC_REPORTER_0.log:-

050511-13:16:23.4780475L|008644|00002190|REPORTER |CDb |DbImpl_Ado.cpp |002629|NOTIFY | Error Message: ADO Version 6.1 - COM Error: ErrorCode:-2147217873,WordErrorCode:3119, IDispatch error #3119, Violation of PRIMARY KEY constraint 'XPKrptree'. Cannot insert duplicate key in object 'dbo.rptree'., Microsoft SQL Server Native Client 10.0, (null)
050511-13:16:23.4781159L|008644|00002190|REPORTER |Reporter |000000|WARNING| SQL failed: INSERT INTO RPTREE (object_uuid,ROOT,OWNERID,OBJID,OBJNAME,DESCRIPT,STATUS,creation_date,creation_user,last_update_date, last_update_user,$(RDS_SAFENAME)(TYPE)) VALUES (0x0000000000000007,1,1,7,'Virtual Host Inventory','Reports related to HP, Solaris, ESX Platform inventory. ',1,1304594183,'winnt://test-corp/adm_admin',1304594183,'winnt://test-corp/adm_admin',2)
050511-13:16:23.4781615L|008644|00002190|REPORTER |Reporter |000000|WARNING| ADO Version 6.1 - COM Error: ErrorCode:-2147217873, WordErrorCode:3119, IDispatch error #3119, Violation of PRIMARY KEY constraint 'XPKrptree'. Cannot insert duplicate key in object 'dbo.rptree'., Microsoft SQL Server Native Client 10.0, (null)

Resolution:

1. Take a backup of the MDB.
   
   Note: Please refer to below URL, which redirects to CAITCM_BackupandRestore_DSMMDB_ENU.pdf, https://support.ca.com/phpdocs/7/common/greenbooks/CAITCM_BackupandRestore_DSMMDB_ENU.pdf
   
   
2. Execute the query below via SQL Enterprise Manager:
   UPDATE NCPROFIL SET PROFILLN=(SELECT MAX(OBJID) FROM RPTREE) WHERE PROFILID=501
   
   
3. Now try opening the DSM Reporter and verify the status.

Environment

Release: UASIT.99000-12.5-Asset Intelligence
Component: