Fatal error occurred after pressing "Export" button in list pages

Document ID : KB000096547
Last Modified Date : 17/05/2018
Show Technical Document Details
Issue:
The "Export" button fails to function in a list page. After pressing the button it remains greyed out and after some time the following popup error is displayed:

'Fatal error has occurred in servlet please see jsrvr.log for details.'

In the jsrvr.log the following errors can be seen:

04/24 17:06:58.849[http-bio-8080-exec-4371] ERROR PDMExport 1097 Validate BOPSID failed: Timeout waiting for reply after 180 seconds
04/24 17:06:58.849[http-bio-8080-exec-4371] INFO PDMExport 1127 Validate BOPSID: 04/24 17:06:58.853[TCP_port-Read:Slump_nxd] INFO TCP_port 903 Got 4447524d on port 49320 with id 1523251618875
4/24 17:06:58.853[TCP_port-Read:Slump_nxd] INFO ADDRESS_SLNX 100 Modifying supplied node address 3482 to network byte order 9a0d0000 04/24
17:09:58.851[http-bio-8080-exec-4371] ERROR PDMExport 1138 Validate BOPSID failed: Timeout waiting for reply after 180 seconds
04/24 17:09:58.851[http-bio-8080-exec-4371] ERROR PDMExport 1156 User authentication error 04/24
17:09:58.851[http-bio-8080-exec-4371] ERROR PDMExport 1157 java.lang.NumberFormatException: For input string: "Timeout waiting for reply after 180 seconds"
04/24 17:09:58.851[http-bio-8080-exec-4371] ERROR PDMExport 522 validation failedĀ 
Environment:
CA Service Desk Manager - all versions
Cause:
The PDMExport servlet has become unresponsive.
Resolution:

The SDM Tomcat and pdm_export_mgr processes will need to be restarted to recover the Export functionality. Use the following steps:

1. Stop Tomcat by running 'pdm_tomcat_nxd -c STOP' at the command line on the SDM server. Then run 'pdm_tomcat_nxd -c STATUS' until you see Tomcat is stopped.
2. Kill the pdm_export_mgr.exe process in Task Manager. It should restart automatically. If it does not, run 'pdm_d_refresh'.
3. Start Tomcat by running 'pdm_tomcat_nxd -c START'.

Once Tomcat is restarted, confirm that the Export functionality is restored.
Additional Information:
Note that if the occurrences of this problem continue, please contact CA Support so that it can be investigated further.