The installation of a CA Service Desk Manager (CA SDM) cumulative patch hangs at the "Applying CA Service Desk Manager MDB Patch" stage

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

The wizard hangs at "Applying CA Service Desk Manager MDB Patch" step when attempting to install a CA Service Desk Manager (CA SDM) cumulative patch.  The following errors appear in the install.log during the installation of CA SDM 14.1 Cumulative #2, but similar behavior can be seen in other cumulative patches:

INFO [DeployThread: Applying CA Service Desk Manager MDB Patch] [PatchUtil] Match found in line FILE:patches\cum2\MSSQL_MDB.CAZ:NEWFILE:
INFO [DeployThread: Applying CA Service Desk Manager MDB Patch] [SDMPatch] Parsing returned result FILE:patches\cum2\MSSQL_MDB.CAZ:NEWFILE:
ERROR [DeployThread: Applying CA Service Desk Manager MDB Patch] [SDMPatch] Not able to find CA SDM MDB Patch file
DEBUG [DeployThread: Applying CA Service Desk Manager MDB Patch] [ProgressPage] ProgressPage - Task Changed Applying CA Service Desk Manager MDB Patch
DEBUG [DeployThread: Applying CA Service Desk Manager MDB Patch] [ProgressPage] Task State Changed. TaskID: sdm.patch.mdb,Applying CA Service Desk Manager MDB Patch, Old State: running, New State:failed
DEBUG [DeployThread: Applying CA Service Desk Manager MDB Patch] [ProgressPage] ProgressPage - Task Error.
DEBUG [DeployThread: Applying CA Service Desk Manager MDB Patch] [ProgressPage] Task Error. TaskID: sdm.patch.mdb,Applying CA Service Desk Manager MDB Patch

Cause

Antivirus is blocking and/or removing the necessary files.

Environment

Service Desk Manager 14.1Windows OS

Resolution

Antivirus is blocking some files from the installation of the CA SDM cumulative patch.  

The recommendation when installing any CA SDM cumulative patch is to disable the antivirus program on the CA SDM server.

Once the CA SDM cumulative patch has been successfully applied, re-activate the antivirus program.

Additional Information

Anti-Virus recommendations for CA Service Desk Manager (SDM)

https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=21203