Cannot start CA Service Desk Manager ODBC Agent and/or CA Service Desk Manager ODBC Data Access windows services

Document ID : KB000007722
Last Modified Date : 14/02/2018
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Issue:

The CA Service Desk Manager ODBC Agent and CA Service Desk Manager ODBC Data Access windows services will not start on the CA Service Desk Manager (CA SDM) server.

While trying to start them in Windows Services, you will see an error code 3005.

The error message from the OS Event Viewer is:

...ErrorCode=3048,ErrorMessage=Internal error, failed to initialise the event trace component.

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Environment:
CA Service Desk Manager 12.6, 12.9 and 14.1All Supported Windows Operating Systems
Resolution:

Stop both CA Service Desk Manager ODBC windows services/

There should be a couple of .trc files in the CA SDM folder:

NX_ROOT\add-ons\oaserver60\tracing (for SDM 12.x)

NX_ROOT\add-ons\oaserver72\tracing (for SDM 14.1)

For example

C:\Program Files (x86)\CA\Service Desk Manager\add-ons\oaserver72\tracing\CA Service Desk Manager ODBC Agent.trc

C:\Program Files (x86)\CA\Service Desk Manager\add-ons\oaserver72\tracing\CA Service Desk Manager ODBC Data Access.trc

Delete those files.

Restart the CA SDM ODBC services again.

Check if they start up fine now and if the CA Business Intelligence reports function.

Note: In case you are not able to delete the .trc files after stopping the services, check in Windows Task Manager if there is still some of the correlated processes running (oaagent.exe and oasoa.exe). If that is the case, manually kill the processes via Windows Task Manager.

Additional Information:

Consider to reinstall the CA SDM ODBC services if that not solves the issue.

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

TEC1466672 - Procedure to reinstall the CA Service Desk Manager (CA SDM) ODBC client and server services in CA SDM R14.1