Using CA Patch Manager, when a patch is accepted, it hangs in "accepted" status and does not move to "Packaging" status

Document ID : KB000010992
Last Modified Date : 14/02/2018
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Introduction:

A patch is accepted and it hangs in this status without any error. It does not move to the next status "packaging".

The URL http://<servername>/UDSM_R11_WEBSERVICE/mod_gsoap.dll also does not work.

(Additional mod_gsoap.dll urls do not work either)

Question:

How do I fix the problem of a patch being accepted but never changing status to 'packaging' in combination of the gsoap url not working?

Environment:
All Windows
Answer:

Verify the NTFS permissions of the following directories:

\Program Files\CA\DSM\Web Console
\Program Files\CA\DSM\webservices
\Program Files\CA\DSM\bin
\Program Files\CA\SC

For each directory, right click -> Properties -> Security

ensure that READ/EXECUTE NTFS permissions for Local Group Users are present.

If no "Users" group is present, click on ADD -> Location -> select the server name then click on "Advanced" and select "Users" from the list, then confirm by clicking OK

Check if the patch moves to the "packaging" status and if the URL is working fine.

Additional Information:

Additional information about this behavior can be found in TEC567316.

NOTE: This is only one possible solution as other causes are possible including issues with IIS or ITCM configuration files for Web Services. Should this solution not work for you, please contact customer support.