Login in a new installation may fail: AHD04407:.. html generation error. Could not find or process ‘login.html’ AHD04714:Unable to open file login.htmpl at ?: No such file or directory (2)

Document ID : KB000008198
Last Modified Date : 14/02/2018
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Issue:

After a new installation, when a user connects to Service Desk, the following error messages could be displayed:

AHD04407:CA Service Desk Manager html generation error. Could not find or process ‘login.html’

AHD04714:Unable to open file login.htmpl at ?: No such file or directory (2) userid=

 

In stdlog file:

AHD04714:Unable to open file login.htmpl at ?: No such file or directory (2) userid=

 

At the same time the *.htmpl files in %NX_ROOT%\bopcfg\www\htmpl\.. subfolders are not present.

Environment:
CA Service Desk Manager 17.0
Cause:

The login problem is due to *.htmpl files not created.

The folders:

%NX_ROOT%\bopcfg\www\htmpl\default

%NX_ROOT%\bopcfg\www\htmpl\pda\analyst

%NX_ROOT%\bopcfg\www\htmpl\web\analyst

%NX_ROOT%\bopcfg\www\htmpl\web\customer

%NX_ROOT%\bopcfg\www\htmpl\web\employee

 

don’t contain any *.htmpl file.

Resolution:

As this is a new installation of Service Desk, a resolution could be the uninstall and re-install of Service Desk tool.

Another possibility is the following, considering that the pdm_configure should rebuilt the *.htmpl files, when needed, on the base of the content of tagged and xml subfolders and should recreate them all (always on the base of the content of tagged and xml subfolders) depending on the value of resources.created parameter inside config.properties file (placed in %NX_ROOT%\site folder):

1. verify that the files are present in tagged and xml subfolders

2. if so, open with a notepad the file config.properties (in ..\site folder)

3. search for ‘resources.created’ parameter

4. if it is set to ‘1’, change it to ‘0’ in order to have:

resources.created=0

5. save the file config.properties

6. re-run the pdm_configure

7. verify that the *.htmpl files have been generated, after the conclusion of pdm_configure

Additional Information:

The resource.log file (placed in %NX_ROOT%\log folder) provides details about the creation of the *.htmpl files