When upgrading Service Desk/CMDB from r11.2 to r12.1, we receive an error: Java Virtual Machine Launcher: Could not find the main class.

Document ID : KB000053642
Last Modified Date : 14/02/2018
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Description

This document explains how to address this problem.

Solution

This error can happen for the following reasons:

  1. Path to Service Desk has spaces in it (i.e. "C:\Program Files\CA\Service Desk\") in the %WINDIR%\paradigm.ini file for the variable: "NX_ROOT"

    To resolve this, edit the paradigm.ini file and fix the value for NX_ROOT value to have the DOS 8.3 notation and uses Unix directory slashes for the directory path (i.e. "NX_ROOT=C:/PROGRA~1/CA/SERVIC~1"). Reboot the Server and re-run the upgrade.

  2. The Windows Server you are performing the upgrade has an environment variable defined for %NX_ROOT%.

    Right Click "My Computer" and go to "Properties" > "Advanced" > "Environment Variables".

    Remove any environment variables.

  3. Ensure that the Windows environment support 8.3 file names.

    Ensure the registry setting NtfsDisable8dot3NameCreation registry value is "0". Reboot if a change is made.

    After the reboot, re-launch the Upgrade.