CA Mobile App. is not working, and did previously, in CA ITSM

Document ID : KB000115530
Last Modified Date : 21/09/2018
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Question:
The CA Mobile App is not working.  Users cannot connect to it.

Steps which have had worked previously to restore the CA Mobile App. functionality are now not working:

* pdm_tomcat_nxd -c stop -t REST and pdm_tomcat_nxd -c start -t REST 
* Restart the CA Service Desk Manager proctor


All other parts of CA Service Desk Manager (CA SDM/CA ITSM) are working correctly.

No obvious errors on screen or in logs.
Environment:
CA Mobile App. hosted on ITSM 14.1 conventional configuration secondary server.
Answer:
Stopped the pdm_proctor Windows Service, and noticed that CA SDM processes such as domsrvr, spelsrvr, webengine and Java processes did not shut down.

This indicates that these processes are not responding to the normal pdm_proctor shutdown input.

Performed a full recycle of the CA Service Desk Manager secondary server where the Mobile App. is hosted, and this resolved the issue.