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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Issue:

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.

Cause:

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.

domsrvr_utils.jar

pdm_intrvlog_nxd.jar

slump.jar

log4j-1.2.15.jar

sd-utils.jar

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

Resolution:

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.