AHD50050:DB confirmation failed. Reason: AHD50060:Database check FAILED.
Article ID: 135986
Updated On:
Products
Issue/Introduction
The "AHD50050:DB confirmation failed. Reason: AHD50060:Database check FAILED." is a general database error, showing a severe connection issue to the ITSM database.
This is more of a final symptom than the root of the problem. There are typically other error messages around database issues in this or related logs. It is these related symptoms which must be investigated to understand the root cause.
WARNING:
This can be a severe issue, requiring immediate attention. Total loss of CA ITSM application operation is likely.
Environment
All CA SDM and ITSM versions, including:
Release : 17.3+
Component: SERVICE DESK MANAGER
Cause
CA ITSM cannot successfully connect to the database.
Resolution
The provided troubleshooting steps are crucial for resolving the issue.
Troubleshooting requires stopping the CA ITSM system. Contact the CA SDM Application Administrator, and if possible, the CA SDM Database Administrator.
- General symptoms seen. For example, CA SDM Windows Services do not start at all. Or they start, but there are CA SDM web client error messages thrown during use. Collect general troubleshooting information, such as the time the issue was first noted.
- Review the CA SDM /log folder for all files updated at the time of the above message.
It's important to know that this error message is generic, indicating a problem with the database connection. A thorough examination of the logs and environment might shed light on the underlying root cause.
EXAMPLE
This example is from a client site, where the first issue noted was that the CA SDM "Windows Service" was not present.
Further investigation revealed that the pdm_configure process would not run, as it could not connect to the database. It is the pdm_configure process which adds in the CA SDM Windows Service if needed.
This prompted a log review, revealing a pattern of errors leading to the root cause:
Key tables were missing, had columns were missing, and had data was missing.
The root cause in other cases with this generic message may well be different.
These log files show the problem and how the different logs relate.
During startup, the generic message is noted (highlighted below), after an attempt to connect to the database. All logging is contained in the SDM install server's log directory.
stdlog
08/16 00:37:12.60 MY_SERVER proctor_MY_SERVER 4496 SIGNIFICANT pdm_process.c 575 Process Started (4832):D:/PROGRA~2/CA/SERVIC~1/bin/confirm_db
08/16 00:37:12.67 MY_SERVER sqlagt:Default 4364 SIGNIFICANT sql_agent.c 245 STARTUP of sql_agent:mdb:key_prov_nxd:Default
08/16 00:37:12.82 MY_SERVER proctor_MY_SERVER 4496 SIGNIFICANT pdm_process.c 927 Process stopped (D:/PROGRA~2/CA/SERVIC~1/bin/ddict_rd -t return: 0
08/16 00:37:12.82 MY_SERVER proctor_MY_SERVER 4496 SIGNIFICANT pdm_process.c 936 Stopped: D:/PROGRA~2/CA/SERVIC~1/bin/ddict_rd -t
08/16 00:37:13.53 MY_SERVER confirm_db 4832 SIGNIFICANT ntservice.c 311 Command return non-zero exit code. Command: redirect -m "C:\Windows\TEMP\tmp38" "C:\Windows\TEMP\tmp39" "D:/PROGRA~2/CA/SERVIC~1/bin/sql_check_db" -c -s MY_SERVERESK >"C:\Windows\TEMP\tmp38" 2> "C:\Windows\TEMP\tmp39" . Exit Code: 99
08/16 00:37:13.60 MY_SERVER pdm_proctor_nxd 2288 SIGNIFICANT STDIO 0 AHD50050:DB confirmation failed. Reason: AHD50060:Database check FAILED.
08/16 00:37:13.60 MY_SERVER pdm_proctor_nxd 2288 SIGNIFICANT STDIO 0 AHD50051:Server shutdown requested.
08/16 00:37:13.62 MY_SERVER confirm_db 4832 SIGNIFICANT api_misc.c 585 Requesting shutdown of system. Reason (AHD50060:Database check FAILED. )
08/16 00:37:13.62 MY_SERVER slump_nxd 4064 EXIT server.c 2857 Slump_nxd was requested to shutdown. Check Prior log information.
CONFIGURE.0
--------------------------
Issues with SQL tables and columns was found after a pdm_configure was attempted. Direct examination of these tables afterwards in the database and comparison against the Techdocs table definitions confirmed that tables, columns and data were missing.
08/16 14:53:49.48 MY_SERVER dbload 1408 SIGNIFICANT dbload.c 647 Dbload Started - Parms: -M "D:\PROGRA~2\CA\SERVIC~1\data\docres.dat"
08/16 14:53:49.62 MY_SERVER sql_agent 4828 SIGNIFICANT sql_agent.c 245 STARTUP of sql_agent:mdb:dbload-#1408:
08/16 14:53:50.04 MY_SERVER sqlagt:Default 5040 ERROR sqlsrvr.c 2704 Procedure (SDM_KEY_MGR) was not found
08/16 14:53:50.04 MY_SERVER key_prov_nxd 3656 ERROR key_control.c 960 Couldn't execute stored procedure: 15
08/16 14:53:50.29 MY_SERVER key_prov_nxd 3656 SEVERE_ERROR value.c 424 Bad value type1598
08/16 14:53:50.29 MY_SERVER key_prov_nxd 3656 SEVERE_ERROR value.c 424 Bad value type1701636
08/16 14:53:50.30 MY_SERVER sqlagt:Default 5040 ERROR sqlsrvr.c 2704 Procedure (SDM_KEY_SEED) was not found
08/16 14:53:50.30 MY_SERVER key_prov_nxd 3656 ERROR key_control.c 960 Couldn't execute stored procedure: 15
08/16 14:53:50.33 MY_SERVER sql_agent 4828 ERROR sqlclass.c 1010 SQL Execute failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'servlet_server'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'rep_server'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'aa_services'.
08/16 14:53:50.33 MY_SERVER dbload 1408 ERROR dbintf.c 757 Db callback event:4 error:15
08/16 14:53:50.33 MY_SERVER dbload 1408 ERROR dbintf.c 761 SELECT #aa_services , #archive_path , #archive_type , #cgi_path , #default_rep , #del , #description , #file_limit_size , #prohibited_ext , #protocol , #rep_server , #repository_type , #retrieve_path , #servlet_server , #sym , #upload_path , #persid , #id FROM Document_Repository
08/16 14:53:50.34 MY_SERVER sql_agent 4828 ERROR sqlclass.c 1010 SQL Execute failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'servlet_server'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'rep_server'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'aa_services'.
CONFIGURE.OUT log
----------------------------
The configure log provided similar information (this is a different time stamp, but similar message):
09/17 05:28:15.810 INFO ? ? ERROR: AHD50072: Unable to log in to SQL Server
09/17 05:28:16.121 INFO ? ? Process sql_check_db completed with exit code 99
09/17 05:28:16.121 INFO SQLDatabasePage.java 657 Running: sqlcmd -E -S SDMTEST -l 5 -i tmp_sql.sql
09/17 05:28:16.508 INFO SQLDatabasePage.java 678 Changed database context to 'master'.
CHECKDB.0
----------------------------
The database check also failed.
08/16 00:37:13.43 MY_SERVER sql_ckeckdb 4556 ERROR sqlclass.c 1010 SQL Execute failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'server_type'.
08/16 00:37:13.45 MY_SERVER sql_ckeckdb 4556 ERROR sqlclass.c 1011 select local_host from usp_servers where server_type = 0
RESOLUTION
The exact resolution will depend on the fault that exists and the data available to effect a repair.
- This scenario required restoration of the missing data. This may be possible to get from a network backup of the database, a database backup, a test system which has similar data, or a newly built test system with similar data.
- Then the pdm_configure can be run again, and the CA ITSM Windows Services restarted.
Additional Information
Please review AHD50060:Database check FAILED - sql_check_db -c Exit Code 99: Possible Causes for additional causes.
The error logs will tell you the tables in question, but some common tables which can give rise to this error are usp_servers and dlgtsrv because they contain the server information, which lets CA ITSM connect to the database. If these are wrong or missing, then this error is likely to result.
Example
Checking the usp_servers table shows that the local_host has the incorrect name for the primary server
After correcting the server's name and running pdm_configure, services were able to start
The ITSM 17.4 table definitions can be found here: Global Tables
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