Unable to proceed with installation of 14.1.3 with error "??_SU2017_??" after giving DB details in the configuration screen.

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

While running the cumulative 3 installer for 14.1, in the database configuration screen after providing database details it failed with error "??_SU2017_??" on the bottom left corner of the window as seen in below figure:

<Please see attached file for image>

 

In the install.log below errors are seen:

"ERROR [AWT-EventQueue-0] [MDBValidator] SU2017 java.lang.Exception: SU2017"

 "Unable to find resource SU2017 in bundle com/ca/smsi/installui/resources/ui/configuijava.util.MissingResourceException: Can't find resource for bundle java.util.PropertyResourceBundle, key SU2017"

Why are we getting error "??_SU2017_??" in the DB configuration screen and how to proceed further with the installation of cumulative 3 patch?

Environment

CA Service Desk Manager 14.1

Resolution

The error "??_SU2017_??" in the DB configuration screen is caused due to below reasons:

 

1. The given DB credentials are incorrect. Kindly check the password and verify if able to connect to Database with the same userid and password.

 

2. The SA account is locked out. Kindly verify and unlock the account.

 

3. The SA account is disabled.

 

Please note that as a best practice before any kind of installation make sure SA account is active and DB credentials are correct to avoid such errors during configuration.