After upgrading JAVA on CA SDM server, SOAP calls generate a 'Soapenv:Server.userException' error

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

After upgrading JAVA on CA SDM server, SOAP calls generate a 'Soapenv:Server.userException' error

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"> 

<soapenv:Body> 

<soapenv:Fault> 

<faultcode>soapenv:Server.userException</faultcode> 

<faultstring>java.lang.reflect.InvocationTargetException</faultstring> 

<detail> 

<ns1:hostname xmlns:ns1="http://xml.apache.org/axis/">SDMSERVER</ns1:hostname> 

</detail> 

</soapenv:Fault> 

</soapenv:Body> 

</soapenv:Envelope>

Environment

CA Service Desk Manager 12.9 and 14.1All Supported Operating Systems

Resolution

CA Service Desk Manager still uses and relies upon 32-bit JAVA.

The most common cause of the SOAP 'Server.userException' error after upgrading JAVA is that 64-bit JAVA was used for the upgrade.

Please ensure that if JAVA is upgraded on a CA SDM server, that the 32-bit version is used.

Additional Information

https://docops.ca.com/ca-service-management/14-1/en/implementing/implementing-ca-service-management-14-1/step-4-install-or-upgrade/implementing-ca-service-desk-manager/how-to-install-ca-sdm/step-3-install-other-components#Step3-InstallOtherComponents-InstallandConfigureJRE1.8.0_45