Upgrade to 17.3 or higher fails on Configuring "CA Service Catalog - CA EEM"
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Upgrade to 17.3 or higher fails on Configuring "CA Service Catalog - CA EEM"


Article ID: 94254


Updated On:


CA Service Catalog


Upgrading Service Catalog to 17.3 fails.

This usually happens at the step where it connects to EEM but can also occur when configuring the MDB or somewhere else.

The install log will show the task task.configuring_eem in a failed state or task.configuring_mdb failed.

There is usually a memory error in install.log:

Exception in thread "main" java.lang.OutOfMemoryError: GC overhead limit exceeded

Another message that could be encountered in the install.log:

[DeployThread: Configuring CA Service Catalog - CA EEM] [CommonProcessUtilities] java.util.ServiceConfigurationError: com.sun.tools.attach.spi.AttachProvider: Provider sun.tools.attach.WindowsAttachProvider could not be instantiated

[DeployThread: Configuring CA Service Catalog - CA EEM] [CommonProcessUtilities] Exception in thread "main" java.lang.OutOfMemoryError: Java heap space



Any upgrade for Service Catalog 17.3 or higher 

MDB contains large tables 


This is caused by limitations in the JDBC driver updating the usm_lastid for tables which contain millions of rows.

This could be the usm_system_alert, usm_subscription_detail, or other tables.

This fails in the 'updateLastIds' method of commondb.java within the jar file common.core.jar

To see if you have large tables which will cause the issue, you can run:

select * from usm_lastid order by id desc

Take note of the ID numbers in use and confirm if you see some in the million range


Please contact support to get patch T6D9365.CAZ

If the installer tries to upgrade Service Catalog, but encounters the errors mentioned above then please do the following

  1. Apply T6D9365 to the failed upgrade server
  2. Close the installer completely
  3. Run the installer one more time

Additional Information

To further verify that this solved the problem, you may want to check the status of your install and upgrade tasks by running:


You will only need the T6D9365 patch to be installed prior to attempting the upgrade.

In previous versions (17.1 GA) another patch was needed to ensure this works, but only T6D9365 is needed for currently supported versions of Service Management (17.3 and higher)

Other items that may be helpful:

Archive and Purge Historical Data

Service Catalog Performance Tuning