After upgrading Service Desk Manager from 12.x to 14.1, missing jar files prevents WSP and pdm_configure from working.

Document ID : KB000004086
Last Modified Date : 14/02/2018
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After upgrading Service Desk Manager from 12.x to 14.1, when attempting to launch Web Screen Painter (WSP) it never opens, a command prompt window opens in the background and then it just disappears, no error is prompted or recorded in the logs.


This problem occurs when one of the below mentioned files are missing from the $NX_ROOT/java/lib directory, that prevents WSP to be launched.

Note: $NX_ROOT refers to the ServiceDesk installation directory.






The files could be removed or blocked during the installation or upgrade process, due the following reasons:

  • Antivirus software
  • Security software
  • Installation of the software from a network drive
  • Domain policy restrictions
  • Not running the installer with full local administrative rights

Minimum prerequisites for the installation of SDM can be found in the official documentation in the following link


This concern has been addressed as CA Service Desk Problem #3766.  To obtain the appropriate fix, please open a support case to address the issue.