Not able to use CA Service Desk Manager (CA SDM) Mobile Enabler Approvals application because of errors on login

Document ID : KB000021115
Last Modified Date : 14/02/2018
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Description:

Not able to use CA Service Desk Manager (CA SDM) Mobile Enabler Approvals application because of below errors:

Error occurred while trying to login
The request took too much time and has timed out. Please contact your administrator.

OR

Error occurred while loading workitems
The request took too much time and has timed out. Please contact your administrator, as shown in Figure 1.

Figure 1

Figure 1

You may see below errors in CA SDM NX_ROOT\log\approve.log file:

ERROR WorkflowManager 1509 Software (CAWF) not installed
ERROR TCP_port 1379 cannot write to null
java.net.SocketException: Software caused connection abort: socket write error
at java.net.SocketOutputStream.socketWrite0(Native Method)
at java.net.SocketOutputStream.socketWrite(Unknown Source)
at java.net.SocketOutputStream.write(Unknown Source)
at java.io.DataOutputStream.writeInt(Unknown Source)
at com.ca.ServicePlus.slump.TCP_port.send(TCP_port.java:1369)
at com.ca.ServicePlus.slump.TCP_port.send(TCP_port.java:1313)
at com.ca.ServicePlus.slump.TCP_port$write_Thread.run(TCP_port.java:1818)

OR below errors in CA SDM NX_ROOT\pdm_tomcat_REST.log

ClientAbortException: java.net.SocketException: Software caused connection abort: socket write error
at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:378)
at org.apache.tomcat.util.buf.ByteChunk.append(ByteChunk.java:373)
at org.apache.catalina.connector.OutputBuffer.writeBytes(OutputBuffer.java:403)
at org.apache.catalina.connector.OutputBuffer.write(OutputBuffer.java:391)
...
...
...
Caused by: java.net.SocketException: Software caused connection abort: socket write error
at java.net.SocketOutputStream.socketWrite0(Native Method)
at java.net.SocketOutputStream.socketWrite(Unknown Source)
at java.net.SocketOutputStream.write(Unknown Source)
at org.apache.coyote.http11.InternalOutputBuffer.realWriteBytes(InternalOutputBuffer.java:216)
at org.apache.tomcat.util.buf.ByteChunk.flushBuffer(ByteChunk.java:460)
at org.apache.tomcat.util.buf.ByteChunk.append(ByteChunk.java:368)
at org.apache.coyote.http11.InternalOutputBuffer$OutputStreamOutputBuffer.doWrite(InternalOutputBuffer.java:241)
at org.apache.coyote.http11.filters.ChunkedOutputFilter.doWrite(ChunkedOutputFilter.java:119)
at org.apache.coyote.http11.AbstractOutputBuffer.doWrite(AbstractOutputBuffer.java:192)
at org.apache.coyote.Response.doWrite(Response.java:533)
at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:373)
... 38 more

org.apache.cxf.jaxrs.interceptor.JAXRSOutInterceptor writeResponseErrorMessage
WARNING: Error serializing the response, please check the server logs, response class : String.
org.apache.cxf.phase.PhaseInterceptorChain doDefaultLogging
WARNING: Interceptor for {http://workflow.mobile.sdm.ca.com/}WorkflowManager has thrown exception, unwinding now
org.apache.cxf.interceptor.Fault: Could not send Message.
at org.apache.cxf.interceptor.MessageSenderInterceptor$MessageSenderEndingInterceptor.handleMessage(MessageSenderInterceptor.java:64)
at org.apache.cxf.phase.PhaseInterceptorChain.doIntercept(PhaseInterceptorChain.java:243)
at org.apache.cxf.interceptor.OutgoingChainInterceptor.handleMessage(OutgoingChainInterceptor.java:78)
at org.apache.cxf.phase.PhaseInterceptorChain.doIntercept(PhaseInterceptorChain.java:243)
..
..
Caused by: ClientAbortException: java.net.SocketException: Software caused connection abort: socket write error
at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:378)
at org.apache.tomcat.util.buf.ByteChunk.flushBuffer(ByteChunk.java:460)
at org.apache.catalina.connector.OutputBuffer.doFlush(OutputBuffer.java:324)
at org.apache.catalina.connector.OutputBuffer.close(OutputBuffer.java:278)
at org.apache.catalina.connector.CoyoteOutputStream.close(CoyoteOutputStream.java:108)
at org.apache.cxf.transport.http.AbstractHTTPDestination$WrappedOutputStream.close(AbstractHTTPDestination.java:649)
at org.apache.cxf.transport.AbstractConduit.close(AbstractConduit.java:66)
at org.apache.cxf.transport.http.AbstractHTTPDestination$BackChannelConduit.close(AbstractHTTPDestination.java:592)
at org.apache.cxf.interceptor.MessageSenderInterceptor$MessageSenderEndingInterceptor.handleMessage(MessageSenderInterceptor.java:62)
... 28 more

Caused by: java.net.SocketException: Software caused connection abort: socket write error
at java.net.SocketOutputStream.socketWrite0(Native Method)
at java.net.SocketOutputStream.socketWrite(Unknown Source)
at java.net.SocketOutputStream.write(Unknown Source)
at org.apache.coyote.http11.InternalOutputBuffer.realWriteBytes(InternalOutputBuffer.java:216)
at org.apache.tomcat.util.buf.ByteChunk.flushBuffer(ByteChunk.java:460)
at org.apache.tomcat.util.buf.ByteChunk.append(ByteChunk.java:368)
at org.apache.coyote.http11.InternalOutputBuffer$OutputStreamOutputBuffer.doWrite(InternalOutputBuffer.java:241)
at org.apache.coyote.http11.filters.ChunkedOutputFilter.doWrite(ChunkedOutputFilter.java:117)
at org.apache.coyote.http11.AbstractOutputBuffer.doWrite(AbstractOutputBuffer.java:192)
at org.apache.coyote.Response.doWrite(Response.java:533)
at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:373)
... 36 more

This article documents the steps needed for this to be setup correctly.

Solution:

"NX_ROOT" represents the location of the Service Desk Manager installation directory.

  1. Ensure CA PAM options are set properly in CA SDM Options Manager (i.e. correct hostnames etc.)
  2. Shutdown CA SDM
  3. Kill any left behind javaw.exe processes using Windows Task Manager or using the following command via command prompt: pdm_kill javaw.exe
  4. Follow steps 1 through 5 documented in the "Deploy CA SDM Mobile Enabler" from CA SDM Mobile Enabler Implementation Guide.
  5. Delete the directory NX_ROOT\bopcfg\www\CATALINA_BASE_REST\webapps\workflow
  6. Start CA SDM Server Service
  7. Monitor the pdm_tomcat_REST.log file from NX_ROOT\log directory and look for an entry like below:

    org.apache.catalina.startup.Catalina start
    INFO: Server startup in 83725 ms

    Note: The above indicates that the CA SDM REST tomcat has started successfully.

  8. Stop CA SDM Server Service
  9. Edit NX_ROOT\bopcfg\www\CATALINA_BASE_REST\webapps\approve\app\misc\configuration.json with a text editor
  10. Change the timeout from 1 minute to 5 minutes on the line below:

    /* The number of minutes to wait for a response. Defaults to 1 minute if no value specified or 0 */
    "timeout_duration_minutes": "1"
    Change it to a higher value (i.e. 5 minutes)
    /* The number of minutes to wait for a response. Defaults to 1 minute if no value specified or 0 */
    "timeout_duration_minutes": "5"
    Note: You could increase it to a higher value, though 5 minutes should be sufficient.

  11. Repeat Steps #6 and #7 above.
  12. Access the CA Service Desk Manager (CA SDM) Mobile Enabler Approvals application.

    Note: If you get an error like below in pdm_tomcat_REST.log file:

    SEVERE: Exception sending context initialized event to listener instance of class org.springframework.web.context.ContextLoaderListener
    org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'workflowmanager' defined in ServletContext resource [/WEB-INF/beans.xml]: Instantiation of bean failed; nested exception is org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.ca.sdm.mobile.workflow.WorkflowManager]: Constructor threw exception; nested exception is java.lang.NoClassDefFoundError: com/ca/ServicePlus/pdm_rpc/proxies/ItpamService/Auth
    at org.springframework.beans.factory.support.ConstructorResolver.autowireConstructor(ConstructorResolver.java:254)
    at org.springframework.beans.factory.support.AbstractAutowireCapableBeanFactory.autowireConstructor(AbstractAutowireCapableBeanFactory.java:925)
    ..
    ..
    ..
    Caused by: org.springframework.beans.BeanInstantiationException: Could not instantiate bean class [com.ca.sdm.mobile.workflow.WorkflowManager]: Constructor threw exception; nested exception is java.lang.NoClassDefFoundError: com/ca/ServicePlus/pdm_rpc/proxies/ItpamService/Auth
    at org.springframework.beans.BeanUtils.instantiateClass(BeanUtils.java:115)
    at org.springframework.beans.factory.support.SimpleInstantiationStrategy.instantiate(SimpleInstantiationStrategy.java:87)
    at org.springframework.beans.factory.support.ConstructorResolver.autowireConstructor(ConstructorResolver.java:248)
    ... 31 more
    Caused by: java.lang.NoClassDefFoundError: com/ca/ServicePlus/pdm_rpc/proxies/ItpamService/Auth
    at com.ca.sdm.mobile.workflow.ITPAMProxy.<init>(ITPAMProxy.java:128)
    at com.ca.sdm.mobile.workflow.WorkflowManager.<init>(WorkflowManager.java:95)
    at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
    at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)
    at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
    at java.lang.reflect.Constructor.newInstance(Unknown Source)
    at org.springframework.beans.BeanUtils.instantiateClass(BeanUtils.java:100)
    ... 33 more
    Caused by: java.lang.ClassNotFoundException: com.ca.ServicePlus.pdm_rpc.proxies.ItpamService.Auth
    at org.apache.catalina.loader.WebappClassLoader.loadClass(WebappClassLoader.java:1688)
    at org.apache.catalina.loader.WebappClassLoader.loadClass(WebappClassLoader.java:1533)
    ... 40 more
    org.apache.catalina.core.StandardContext startInternal
    SEVERE: Error listenerStart
    org.apache.catalina.core.StandardContext startInternal
    SEVERE: Context [/workflow] startup failed due to previous errors
    org.apache.catalina.core.ApplicationContext log
    INFO: Closing Spring root WebApplicationContext

It usually indicates that the workflow.war did not get deployed properly.

Verify if you have several .class files (about 80 or more files) in:
NX_ROOT\bopcfg\www\CATALINA_BASE_REST\webapps\workflow\WEB-INF\classes\com\ca\ServicePlus\pdm_rpc\proxies\ItpamService

To resolve this error, follow Steps #2 and #3 in the above again.

Contact CA Support if the error persists.