With Support Automation (SA) "Web Chat" enabled, it may be possible for "Launch Full Tools" to not function on an upgraded CA Service Desk Manager (CA SDM) 17.0 or 17.1 system

Document ID : KB000018809
Last Modified Date : 27/04/2018
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Introduction:

Description:

I migrated to CA SDM 17.0 or 17.1 from a previous release, and the Support Automation analyst interface functions correctly, but the Support Automation end user executable does not work. The following behaviors may be seen:

1. The end user will be prompted to run the EXE file, but after running it instead of opening the SA application, the user's system will go into a loop where the "Controller.exe" and "SoftwareUpdater.exe" processes will launch repeatedly and the tools never launch.
2. The end user interface does launch, but none of the tools (aside from chat) appear to actually work.

Solution:

This problem may be caused due to the CA SDM migration failing to update the SA related "sa_tool_version" MDB table.

To confirm this information, open a command prompt on the CA SDM server and run the command:

pdm_extract sa_tool_version > sa_tool_version.txt

Open the outputted file with a text editor. Some, but not all, of the entries should list the "moduleVersion" as "17.0.00.205".

If this is not the case, perform the steps under 'Instructions' below.

Environment:
CA Service Desk Manager 17.0, 17.1
Instructions:
  1. Copy the text between the stars below:
     
     ****************************************************************************************************        
    TABLE sa_tool_version
        id last_mod_by last_mod_dt localizationID moduleName moduleVersion 
        { "1" ,"" ,"" ,"-1" ,"cppAgent" ,"17.0.00.205" }
        { "2" ,"" ,"" ,"-1" ,"Tools.Scripting.dll" ,"17.0.00.205" }
        { "3" ,"" ,"" ,"-1" ,"Tools.Scripting.Client.dll" ,"17.0.00.205" }
        { "4" ,"" ,"" ,"-1" ,"Tools.Sharing.dll" ,"17.0.00.205" }
        { "5" ,"" ,"" ,"-1" ,"Tools.Sharing.Client.dll" ,"17.0.00.205" }
        { "6" ,"" ,"" ,"-1" ,"cfScriptControl.dll" ,"17.0.00.205" }
        { "7" ,"" ,"" ,"-1" ,"cf1Functions.dll" ,"4.0.0.6" }
        { "8" ,"" ,"" ,"-1" ,"sct10en.exe" ,"4.72.2106.1" }
        { "9" ,"" ,"" ,"-1" ,"SelfServe" ,"17.0.00.205" }
        { "10" ,"" ,"" ,"-1" ,"zlib1.dll" ,"1.2.3.0" }
        { "11" ,"" ,"" ,"-1" ,"rcSBridge.dll" ,"12.5.1000.767" }
        { "12" ,"" ,"" ,"-1" ,"rcLoginExt.dll" ,"12.5.1000.767" }
        { "13" ,"" ,"" ,"-1" ,"rcUtilCmd.exe" ,"12.5.1000.767" }
        { "14" ,"" ,"" ,"-1" ,"CrashMon.exe" ,"17.0.00.205" }
        { "15" ,"" ,"" ,"-1" ,"CrashMonDebugger.exe" ,"17.0.00.205" }
        { "16" ,"" ,"" ,"-1" ,"DriverMon.exe" ,"17.0.00.205" }
        { "17" ,"" ,"" ,"-1" ,"FSMon.exe" ,"17.0.00.205" }
        { "18" ,"" ,"" ,"-1" ,"TimeMon.exe" ,"17.0.00.205" }
        { "19" ,"" ,"" ,"-1" ,"PerfMonitor.exe" ,"17.0.00.205" }
        { "20" ,"" ,"" ,"-1" ,"RegMon.exe" ,"17.0.00.205" }
        { "21" ,"" ,"" ,"-1" ,"TaskMon.exe" ,"17.0.00.205" }
        { "22" ,"" ,"" ,"-1" ,"Controller.exe" ,"17.0.00.205" }
        { "23" ,"" ,"" ,"-1" ,"Customer.exe" ,"17.0.00.205" }
        { "24" ,"" ,"" ,"-1" ,"SoftwareUpdater.exe" ,"17.0.00.205" }
        { "25" ,"" ,"" ,"-1" ,"cppClient" ,"17.0.00.205" }
        { "26" ,"" ,"" ,"-1" ,"Tools.ART.Agent.dll" ,"17.0.00.205" }
        { "27" ,"" ,"" ,"-1" ,"Tools.ART.Client.dll" ,"17.0.00.205" }
     ****************************************************************************************************

     
  2. Place the copied text into a new text file named "updated_sa_tool_version.txt"
     
  3. From a command prompt, browse to the location where the file resides. Prior to making an update make sure to make a backup of the original MDB table by running this command:
     
    pdm_extract sa_tool_version > backup_sa_tool_version.txt

    Run the command to update the SA table using the newly created file:
     
    pdm_load -f updated_sa_tool_version.txt


    This will update the MDB information which should correct the behavior with the SA tools.