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

Document ID : KB000006626
Last Modified Date : 14/02/2018
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Issue:

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: