Pdm_k_reindex fails due to critical error

Document ID : KB000127805
Last Modified Date : 21/02/2019
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Issue:
When running pdm_k_reindex an error is received:

"The pdm_k_reindex utility did not end successfully due to a critical error. Please see the stdlog file for further details. After resolving the problem please run the pdm_k_reindex utiltity again."

Review of stdlog may show:
 
sqlagt:CREATE_IND    3168 ERROR        sql_common.c           323 CREATE INDEX returned 11  [Microsoft SQL Server Native Client 11.0] [ SQL Code=0 SQL State=08S01] Communication link failure

sqlagt:CREATE_IND    3168 ERROR        sql_common.c           324 CREATE UNIQUE INDEX "ebr_fulltext_adm_x0" ON "ebr_fulltext_adm" ( "id"                         ASC )
sqlagt:CREATE_IND    3168 ERROR        sqlsrvr.c              651 Execution failed. MISC_DB_ERROR

bpvirtdb_srvr        4032 ERROR        vdbsql.c              5791 CREATE INDEX agent got database error 15
Cause:
This may be caused by a communication error with the database server. The system may have been able to mostly recover from the error, but the knowledge index cache may get out of sync.
Resolution:
1. Stop the Service Desk services completely 
2. Go into the Service Desk install folder, then open the "site" folder. There should be two folders in there, "ebr" and "ebr_ADM", remove these two folders from the directory 
3. Start Service Desk services, and run the pdm_k_reindex command, it may take a bit of time to completely rebuild the index depending on the number of documents in the environment