Service Desk Manager 14.1 to 17.1 upgrade fails at the migration step

Document ID : KB000099871
Last Modified Date : 01/06/2018
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Issue:
CA SDM upgrade from 14.x to 17.1 fails at the migration stage.

Install log (Install.log) shows errors like this:

DEBUG [stdout( C:\PROGRA~2\CA\SERVIC~1\bin\pdm_perl.exe):Thread-28] [MigrateSDM] ERROR: Cannot access the SQL database.
DEBUG [stdout( C:\PROGRA~2\CA\SERVIC~1\bin\pdm_perl.exe):Thread-28] [MigrateSDM] Check the migration log file in $NX_ROOT\log, and the mdb install log in $NX_ROOT\temp for errors. Correct the errors and restart this process.

Migration log  (pdm_migration17_0.log) shows errors like this:
 
Running Cmd ("C:\PROGRA~2\CA\SERVIC~1\bin\sql_check_db.exe" -c 2>&1 |)
ERROR: AHD50072:Unable to log in to SQL Server
Cmd RC(99) Fri May 25 14:53:36 2018: EXITING . . .
ERROR: Cannot access the SQL database.
Check the migration log file in $NX_ROOT\log, and the mdb install log in $NX_ROOT\temp for errors. Correct the errors and restart this process.
Cannot Continue Migration Process.

STDLOG (stdlog.log) log shows errors like this:
 
SDMHostName sqlbuild             6588 SIGNIFICANT  sqlbuild.c             707 Sqlbuild logging in to SQL Server: DBHostName
SDMHostName sqlbuild             6588 ERROR        sqlclass.c             473 Failed to logon to SQL Server (DBHostName) Reason: Unknown Error

Check DB log (checkdb.log) shows errors like this:
 
DMHostName sqlbuild             6588 ERROR        sqlclass.c             473 Failed to logon to SQL Server (DBHostName) Reason: Unknown Error
Environment:
CA Service Desk Manager 14.x against Microsoft SQL Server database
All supported Operating Systems and Microsoft SQL Server databases
Resolution:
On the CA SDM server, via a Windows Command Prompt, execute the following command:

sql_check_db.exe -c 

If you receive an error like "ERROR: AHD50072:Unable to log in to SQL Server",  check the log file located at NX_ROOT/log/checkdb.0 

If the entry within the Check DB log looks similar to the message below, usually this happens because the CA SDM server is missing SQL Server Native Client install

SDMHostName sqlbuild             6588 ERROR        sqlclass.c             473 Failed to logon to SQL Server (DBHostName) Reason: Unknown Error

To resolve the issue, install the correct version (same version as the SQL Server that is being used for the MDB) of the SQL Management Studio on the CA SDM Server. Once installed, repeat the sql_check_db.exe -c test.  It should work correctly now and you can proceed with rest of the CA SDM migration to 17.1.
Additional Information: