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

Products

• 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

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

Environment

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

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

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