When upgrading Service Desk/CMDB from r11.2 to r12.1, we receive an error: Java Virtual Machine Launcher: Could not find the main class.

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
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description

This document explains how to address this problem.

Solution

This error can happen for the following reasons:

1. Path to Service Desk has spaces in it (i.e. "C:\Program Files\CA\Service Desk\") in the %WINDIR%\paradigm.ini file for the variable: "NX_ROOT"
   
   To resolve this, edit the paradigm.ini file and fix the value for NX_ROOT value to have the DOS 8.3 notation and uses Unix directory slashes for the directory path (i.e. "NX_ROOT=C:/PROGRA~1/CA/SERVIC~1"). Reboot the Server and re-run the upgrade.
   
   
2. The Windows Server you are performing the upgrade has an environment variable defined for %NX_ROOT%.
   
   Right Click "My Computer" and go to "Properties" > "Advanced" > "Environment Variables".
   
   Remove any environment variables.
   
   
3. Ensure that the Windows environment support 8.3 file names.
   
   Ensure the registry setting NtfsDisable8dot3NameCreation registry value is "0". Reboot if a change is made.
   
   After the reboot, re-launch the Upgrade.

Environment

Release:
Component: ARGIS