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CA Service Management - 14.1
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Unable to Install Any Options in CA SDM and Option Status Remains as 'In Progress'

Last update November 16, 2018

CA SDM installation shows error while trying to install any options in CA SDM. The status of these options remains in the "In Progress" state. If CA SDM is installed on a Windows environment with Windows 8.3 file notation disabled, various components of CA SDM may fail. CA Service Desk Manager command line utilities such as pdm_load or pdm_options_mgr may also fail to run. This happens when Windows 8.3 file notation is disabled. The Windows 8.3 file notation is a requirement for CA SDM and its components.

Perform the following steps to enable the Windows 8.3 file notation for WIndows 2008 and Windows 2012 Servers respectively: 

To enable 8.3 File notation on a Windows 2008 server:

  1. Click Start, Run.
  2. Run the following command: 

    Regedit

  3. Navigate to HKLM\SYSTEM\CurrentControlSet\Control\FileSystem.
  4. Change the value for NtfsDisable8dot3NameCreation registry to "0"
  5. Restart the server.
  6. Verify that the Windows 8.3 notation is available. 
    For example: C:\Program Files (x86)\CA>dir /X
    Volume in drive C has no label.
    Volume Serial Number is 24BF-3A18
    Directory of C:\Program Files (x86)\CA

    02/26/2013 04:50 PM <DIR> . 

    02/26/2013 04:50 PM <DIR> .. 

    11/20/2010 12:01 AM <DIR> DCS 

    06/18/2012 03:30 PM <DIR> DIRECT~1 Directory 

    08/28/2007 07:11 PM <DIR> ETRUST~1 eTrust Antivirus 

    02/26/2013 04:11 PM <DIR> SC 

    03/14/2013 01:16 PM <DIR> SERVIC~1 Service Desk Manager 

    03/02/2011 11:22 AM <DIR> SHARED~1 SharedComponents 

    0 File(s) 0 bytes 

    8 Dir(s) 2,206,724,096 bytes free

  7. If you do not see the Windows 8.3 notation available for a directory, you must reinstall CA SDM if this is a new or fresh installation.
    Verify that the %WINDIR%\paradigm.ini file includes the Windows 8.3 notation.

    For example:

    NX_ROOT=C:/PROGRA~1/CA/SERVIC~1
    NX_LOCAL=C:/PROGRA~1/CA/SERVIC~1

  8. Start the CA Service Desk Manager Server service.

  9. Verify you can install the options in Options Manager.

To enable 8.3 File notation on a Windows 2012 server

Perform the following steps:

  1. Use the FSUTIL.EXE tool to query the state of a volume. Enable the Windows 8.3 name creation (default for Windows Server 2012 is set to Off).

    C:\Users\Admin>fsutil 8dot3name set C: 0 

    Successfully set 8dot3name behavior

  2. Verify that the setting is now enabled as the following:

    C:\Users\Admin>fsutil 8dot3name query C:

  3. The volume state for Disable8dot3 is 0 (8dot3 name creation is enabled). 

  4. The registry state of NtfsDisable8dot3NameCreation is 2, the default (Volume level setting).
    Based on the above two settings, 8dot3 name creation is enabled.  
    If you do not see the Windows 8.3 notation available for a directory, you may need to reinstall CA SDM if this is a new or fresh installation.

  5. Restart the server.
  6. Verify that the "%WINDIR%\paradigm.ini" file  has a 8.3 notation available. 
    For example:
    C:\Program Files\CA>dir /X 
    Volume in drive C has no label. 
    Volume Serial Number is 24BF-3A18
    Directory of C:\Program Files\CA

    02/26/2013 04:50 PM <DIR> .
    02/26/2013 04:50 PM <DIR> ..
    11/20/2010 12:01 AM <DIR> DCS
    06/18/2012 03:30 PM <DIR> DIRECT~1 Directory
    08/28/2007 07:11 PM <DIR> ETRUST~1 eTrust Antivirus
    02/26/2013 04:11 PM <DIR> SC
    03/14/2013 01:16 PM <DIR> SERVIC~1 Service Desk Manager
    03/02/2011 11:22 AM <DIR> SHARED~1 SharedComponents
    0 File(s) 0 bytes
    8 Dir(s) 2,206,724,096 bytes free

  7. Verify the "%WINDIR%\paradigm.ini" file includes the 8.3 notation. 
    For example:
    NX_ROOT=C:/PROGRA~1/CA/SERVIC~1
    NX_LOCAL=C:/PROGRA~1/CA/SERVIC~1

  8. Start the CA Service Desk Manager Server service.
  9. Verify you can install the options in Options Manager


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  1. Christophe Sit
    2018-11-15 09:59

    we have in the documentation fsutil 8dot3name query C

    the correct command is fsutil 8dot3name query C:

    1. Rajashree Nair
      2018-11-16 12:54

      Thanks Christophe Sit, for bringing this to our attention! We've updated the documentation. 


      Regards,
      DocOps Team