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

Document ID : KB000009410
Last Modified Date : 14/02/2018
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Introduction:

Two SDM ODBC services are necessary for CABI reports to execute. If these services do not start or fail with an error in the Windows Event Log that is similar to "Faulting application name: oasoa.exe", SDM ODBC services need to un-installed and then re-installed to restore report functionality.

Environment:
Service Desk Manager 12.9, 14.1, 17.x
Instructions:

IMPORTANT: This article contains information about modifying the registry.
Before you modify the registry, make sure to create a back up of the registry and ensure that you understand how to restore the registry if a problem may occur.
For more information about how to back up, restore, and edit the registry, please review the relevant Microsoft Knowledge Base articles on support.microsoft.com.

  1. Ensure that you do NOT have the Services Control Panel or Windows Explorer opened. 
  2. Run the following commands from a command prompt on the CA SDM primary server: 

-      Release 12.9:
oa60_client_uninstall
oa60_server_uninstall

-      Release 14.x / 17.x:
oa72_client_uninstall
oa72_server_uninstall

 

  1. Verify that the CA Service Desk ODBC Agent and the CA Service Desk ODBC Data Access services have been removed via the Services Control Panel.

    If they are not, you can also remove the services from the registry manually via regedit at the 'HKEY_LOCAL_MACHINE/SYSTEM/CurrentControlSet/Services' registry hive.
  2. Navigate to the 'Windows\System32\drivers\etc' directory and open SERVICES.INI with a text editor. 

Locate the following lines near the bottom of the file and delete them:

In Release 12.9:

OA6_19985 19985/tcp # OpenAccess 6 service CA Service Desk Manager ODBC Agent

OA6_19987 19987/tcp # OpenAccess 6 service CA Service Desk Manager ODBC Data Access

 

In Release 14.1 / 17:

OA7_19985 19985/tcp # OpenAccess 7 service CA Service Desk Manager ODBC Agent

OA7_19987 19987/tcp # OpenAccess 7 service CA Service Desk Manager ODBC Data Access

 

  1. Ensure again that you do NOT have the Services Control Panel or Windows Explorer opened. Run the following commands from a command prompt:

-      Release 12.9:
oa60_client_setup
oa60_server_setup

-      Release 14.x / 17.x:
oa72_client_setup
oa72_server_setup

 

 

6.   Verify that the CA Service Desk ODBC Agent and the CA Service Desk ODBC Data Access services have been added and are started.