Receive error message "Sorry, unable to obtain a license" when accessing CA Service Desk Manager (CA SDM) web interface

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Article ID: 6061

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Updated On:

Products

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

Receive error message "Sorry, unable to obtain a license" when accessing CA Service Desk Manager (CA SDM) web interface

Cause

Following error message is seen within the LICENSE.LOG file on the CA SDM server

CA Licensing -2USD Unicenter ServicePLUS Service DESK - License Failure. Please contact your account representative to obtain a new license. LRF=2USD, 984be1766ce0, PC_686_24_2666, CASDMSERVER, 1

Environment

CA Service Desk Manager 12.9 and 14.1All Supported Operating SystemsAll Supported Web Browsers

Resolution

1. Stop the CA SDM service 


2. Open the NX.ENV file with a text editor (i.e. NotePad) 


3. Locate the following two (2) lines 

@NX_CLIENT_COMPONENT_ID=2USD 
@NX_WEB_COMPONENT_ID=2USD 

4. Change them to the following 

@NX_CLIENT_COMPONENT_ID=1USD 
@NX_WEB_COMPONENT_ID=1USD 

5. Save changes to the NX.ENV file 


6. Restart the CA SDM service

Additional Information

Service Desk Manager Gold Key - https://www.ca.com/us/services-support/ca-support/ca-support-online/product-content/status/release-certification-information/ca-service-desk-manager-gold-key-page.html