When attempting to upgrade CA Service Desk Manager (CA SDM), a 'Debug Error!' pop-up window appears when executables are launched by the upgrade process.

Document ID : KB000007172
Last Modified Date : 12/04/2019
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Issue:

When attempting to upgrade CA Service Desk Manager (CA SDM), a 'Debug Error!' pop-up window appears when executables are launched by the upgrade process.

error.jpg

Environment:
CA Service Desk Manager 12.x, 14.x and 17.0All Supported Windows Operating Systems
Cause:

Improper file format of the NX_ROOT\NX.ENV and NX_ROOT\pdmconf\NX.ENV_NT.TPL files

Resolution:

The reason why this error appears is because the NX_ROOT\NX.ENV and/or the NX_ROOT\pdmconf\NX.ENV_NT.TPL files was edited manually and was not saved in the right encoding.

If the file is saved in "UTF-8", "Unicode" or "Unicode big endian" encoding, the Visual C++ error will appear. 

The supported and correct encoding format for the NX.ENV file is "ANSI". 

ansi.jpg

Revert the environment back to the pre CA SDM upgrade and ensure that both the NX_ROOT\NX.ENV and NX_ROOT\pdmconf\NX.ENV_NT.TPL files have been saved with the proper encoding.  


In addition, it was also noted that the nx_compare.pl tool, which creates the updated version of NX.env during upgrade, it is not handling couple of items properly:
1) Embedded Spaces were removed in directory names with embedded spaces in the names, example:  Program Files   as  ProgramFiles
2) Added 2 unicode characters    - and the ‘ in below two lines  (those characters can be removed and a correct -  or '   can be put in place instead)
# In general batch max size should be in range 2-12MB (as per EBR_MAX_INDEX_BATCH_SIZE * average document size) 

and

# Analyst Notification - End User's time in the Queue has expired 


3) Removed one additional embedded space in the line below:
@NX_UFAM_ATTRIBUTES=acquire_datealarm_id………....

It should be: 
@NX_UFAM_ATTRIBUTES=acquire_date alarm_id ………………….. 

SOLUTION:
1) It is suggested to use a comparison tool, example: WinMerge, to identify differences like the ones above
2) Fix the wrong/mishandled characters in the NX.env file as mentioned above
3) Save the file


Then, re-attempt the CA SDM upgrade process.

Additional Information:

TEC1891415 - Running any CA Service Desk Manager (CA SDM) command results in a Visual C++ error "Debug Assertion Failed"