The installer for Service Management won't run, nothing appears to happen

Document ID : KB000008837
Last Modified Date : 14/02/2018
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Issue:

When attempting to install Service Management (Service Desk Manager) and running setup.exe nothing appear to happen. This problem may appear when installing 14.1, 17.0 or any cumulative or roll-up patches.

Resolution:

There may be a variety of reasons why the installer may not execute. If you see such a situation it is recommended that you access the C:\ on the server and see if the files "stderr.txt" and "stdout.txt" are created. If so open stdout.txt using a text editor. Scroll to the bottom of the file and look for the last entry. Typically the last entry will show you the point at which the installer is getting stuck. We have seen instances where a specific value in the Service Desk Manager's NX.env file caused an issue with the installer. If you run into such an issue, find the final value in the stdout.txt, and then find the matching value in the NX.env. If you see an obvious problem (it's empty, for example), correct this problem and run the installer again.

If you are unable to identify the reason for a failure please contact CA Support for a more in depth review.