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:  TEC1561816
Last Modified Date:  07/07/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:12.6 CA SDM
  • CA Service Desk Manager:Release:12.7 CA SDM
  • CA Service Desk Manager:Release:12.9 CA SDM
  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • UNICENTER SERVICE DESK RXX:USRD
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 17.0 All 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.  

Reattempt 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"

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