When attempting to login to CA Service Desk Manager (CA SDM), users receive an error: "Can't find ahdtop in menubar.html."

Document ID : KB000025853
Last Modified Date : 14/02/2018
Show Technical Document Details

Symptoms

Some users of CA Service Desk Manager (CA SDM) encounter upon login: "Can't find ahdtop in menubar.html".

Environment

CA Service Desk Manager 12.x and 14.x

Windows, Unix and Linux

All supported Web Browsers (IE, Chrome and Firefox)

Cause

The error can happen when users access CA Service Desk manager through a web browser Bookmark/Favorite. The Bookmark/Favorite URL includes session ID (i.e. http://hostname/CAisd/pdmweb.exe?SID=1998412664+FID=1+OP=LOGOUT)

Resolution

In IE web browser, verify the Favorite URL by pressing the ALT key to bring up IE menu bar and then click on FAVORITES.IE11.JPG

Select 'Organize favorites...' or click the star icon   Favoriteicon.JPG   in the top right corner of the IE window. 

 

Look for the saved favorite of CA Service Desk Manager URL and ensure that the URL does not include any session ID.

The URL should not contain anything after 'pdmweb.exe' (i.e. http://hostname/CAisd/pdmweb.exe )

After making this change, clear the web browser cache.