Visualizer button is grayed out, unable to save database information.

Document ID : KB000053573
Last Modified Date : 14/02/2018
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Description

New install of Service Desk 11.2 with CMDB 11.1 on Windows 2003 the CMDB Visualizer button is disabled (grayed out). CMDB Visualizer Settings (Start:Programs:CA:CMDB:CMDB Visualizer Settings) client enters the database information but gets an error when clicking on Save and the cmdbconfig.xml is not updated.

Solution

Confirmed the user/password for access to the MDB table space.

Delete folder C:\Program Files\CA\Service Desk\bopcfg\www\CATALINA_BASE\work\

Restart Service Desk.

Log back into the CMDB Visualizer Settings and enter the Database User and Password.

Once saved the Visualizer button should be enabled and accessible.