During fresh installation of CA Service Management, there is an error "Cannot find valid JVM to load"

Document ID : KB000108104
Last Modified Date : 27/07/2018
Show Technical Document Details
Issue:
After downloading CA Service Management 17.1 installation files (.ISO), those were stored locally on the SDM server (they were extracted from ISO file into a folder). Then, when executing the setup.exe file (Run as Administrator), there is an error "Cannot find valid JVM to load". The installation wizard does not appear.
 
Environment:
Service Management 17.1
Cause:
Missing data in the java folder of the ISO
Resolution:
1. Download the ISO again from https://support.ca.com
2. Copy files to local drive if needed
3. Re-run the setup.exe and run it as an Administrator