DSM Explorer will not open

book

Article ID: 51000

calendar_today

Updated On:

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

Description:

Problem

DSM Explorer will not open

  • Running %program files%\ca\dsm\sc\egc30n.exe results in the following popup

    <Please see attached file for image>

    Figure 1

  • Clicking OK then displays

    <Please see attached file for image>

    Figure 2

Environment

  • Windows Server 2008 SP2 (Enterprise Edition, Standard Edition, Datacenter Edition) 32- and 64-bit

  • Windows Server 2008 R2 (Enterprise Edition, Standard Edition, Web Edition, Datacenter Edition) 64-bit

  • Windows Server 2003 R2 SP2 (Enterprise, Standard) 32- and 64-bit

  • Windows Server 2003 SP2 (Enterprise, Standard, Web) 32- and 64-bit

  • Windows 7 XP Mode (Enterprise, Business, Ultimate) 32- and 64-bit

  • Windows Vista SP2 (Enterprise, Business, Ultimate) 32- and 64-bit

  • Windows XP Professional SP3 32-bit

  • Windows XP Professional SP2 32- and 64-bit

  • Windows 7 (Enterprise, Business, Ultimate) 32- and 64-bit

  • Windows 7 N (Enterprise, Business, Ultimate) 32- and 64-bit

Solution:

Resolution

  1. Open Windows Explorer and browse to the drive where ITCM is installed

  2. Delete or rename the file x:\program

Cause

The presence of this file prevents the path variable being evaluated correctly and thus the Explorer cannot open. From observation this file is created a scheduled task on the computer in question.

Environment

Release: UASIT.99000-11.2-Asset Intelligence
Component:

Attachments

1558722984645000051000_sktwi1f5rjvs16woc.gif get_app
1558722982578000051000_sktwi1f5rjvs16wob.gif get_app