CA Business Intelligence (CABI 3.x and 4.x) reports are not able to be refreshed and receive following error - Database error: Unable to retrieve error message from OpenAccess SDK IP layer

Document ID : KB000007857
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

While trying to refresh data from any CABI Web Intelligence (WEBI) reports, the following message is being displayed:

 TEC1076872.png

Environment:
CA Business Intelligence (CABI) 3.x with CA Service Desk Manager (CA SDM) 12.xCA Business Intelligence (CABI) 4.x with CA Service Desk Manager (CA SDM) 14.1 or 17.0
Cause:

This error message will be displayed if there is any connectivity issue related to the CA Service Desk Manager ODBC drivers.

The 3rd party ODBC driver has a 2GB RAM limitation since it is a 32-bit driver (this limitation cannot be altered).

Resolution:

Check if any of the CA Service Desk Manager ODBC driver windows services are in stopped state, and if yes, start them: 

CA Service Desk Manager ODBC Agent 

CA Service Desk Manager ODBC Data Access

 If they are already started and running, try recycling the services to see if the issue is solved.

Additional Information:

In case you are not able to start the CA Service Desk Manager ODBC driver windows services, you might consider to reinstall them.

TEC523857 - CA Service Desk Manager ODBC Agent and CA Service Desk Manager ODBC DataAccess services will not start.

TEC567016 - How to un-install and re-install CA Service Desk Manager (SDM) ODBC services

TEC1727288 - Error when trying to reinstall the CA Service Desk Manager (CA SDM) ODBC services in Service Desk 14.1