Upgrade error with dynamic link library SMUTILITIES.dll

Document ID : KB000052360
Last Modified Date : 14/02/2018
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Description:

Customer Environment:
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Policy Server version: CR21 upgrade to CR31
OS: win2003
Policy Store version and type: ADAM
User directory version and type: ADAM

Problem:
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After upgrade to cr31, service failed to start.
Issue occurred on 2 out 4 servers upgraded

The error is pop up during upgrade, having text like this:
smreg.exe Entry Point Not Found
The Procedure Entry Point ?Run@ThreadPool@@MAEX_N@z could not be located in the dynamic link library SMUTILITIES.dll

Solution:

The cause of the problem is smutilities.dll file is locked.

  1. Log onto the policy server as administrator or as user who own the current Siteminder process.
  2. Run set command to check Siteminder environment variables are displayed (the ones starting with NETE_ )
  3. Stop the policy server.
  4. Run the binary of CR31 to upgrade again.

If this does not resolve it, stop all SiteMinder processes, find and rename file smutilities.dll, restart upgrade, everything should be fine.