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Service Desk service won't start after upgrade to 4.5

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Robert Fahlande
Acclaimed Contributor

Service Desk service won't start after upgrade to 4.5

Hi,
Just upgraded SD 4.0 to 4.5. All seemed to go fine. But the SD Service wont run. It stops after the Application log reports:
The Java Virtual Machine has exited with a code of 0, the service is being stopped.
Anyone had this problem??
Attached is extract of the logserver.txt

Thanks!
10 REPLIES
Jeroen Bekaert
Regular Collector

Re: Service Desk service won't start after upgrade to 4.5

Hi Robert,

don't know if it will help, but it solved an other problem for me with the service that would not start:

On the sd cd there are two files in the windows\tools\4875 directory (install service and sd_server).

If you copy these files to the server\bin directory and run the batfiles uninstallservice and installservice (in this order). Then start the service again.

Kind regards,

Jeroen
Robert Fahlande
Acclaimed Contributor

Re: Service Desk service won't start after upgrade to 4.5

Hi Jeroen,

I tested your suggestion, without luck. Thanks anyway. The service wont run... Looking at the logfile (attached earlier) it seems like i fails when trying to get some parameters from the db:

Systemjava.lang.NullPointerException
at com.hp.ifc.rep.AppItemFolderAccess.getStatusEntityID(Unknown Source)

I have some colleagues looking at it to, anyone else with knowledge in Java/Oracle db?

Regards
Martine Ariese
Honored Contributor

Re: Service Desk service won't start after upgrade to 4.5

Could it be caused by the following known error? )includes a workaround):

http://openview.hp.com/sso/ecare/getsupportdoc?docid=ITSM003972

Regards, Martine.
RolandH
Member

Re: Service Desk service won't start after upgrade to 4.5

I have had the same Error Message as I have installed SD4.5.
My fault was I installed the JDSK first before I have installed the service pages.
I have solved the problem with reinstalling the JDSK again. Then stop sd server and tomcat server and restart.

Roland
Sometimes you lose and sometimes the others win
Jasper Verweij
Honored Contributor

Re: Service Desk service won't start after upgrade to 4.5

Just my thoughts:

- could you have a look at the tables rep_servers and rep_sessions? Are there any entries???
- Could you post your server_settings.xml here?

About the logserver.txt, I was surprised to find the entries
at com.hp.ifc.rep.AppItemFolderAccess.getStatusEntityID(Unknown Source)
at com.hp.ifc.rep.AppItemFolderAccess.getStatusFromOrdering(Unknown Source)
at com.hp.ifc.rep.AppItemFolderAccess.merge(Unknown Source)

Somehow the service checks the roles and folders when it starts itself, I didn't now that...

Jasper, who is very curious about this one...


Michel Vogelpoe
Honored Contributor

Re: Service Desk service won't start after upgrade to 4.5

A problem has been created for this:
http://openview.hp.com/sso/ecare/getsupportdoc?docid=ITSM005181

Preliminary investigation reveals this:
NOTE: This is not the final solution but might get you started again. Please do not test this on the production database but on a test database.


It seems the system user had been given an additional role with status range authorization

First execute this:
SELECT * FROM rep_roles_per_account
WHERE rpa_acc_oid = 1

If there are more than one role attached to account 1 (=system user) than delete the relation of the second account.

DELETE FROM rep_roles_per_account
WHERE rpa_acc_oid = 1
AND rpa_rol_oid = 3;

Throw away all the cache and restart server and than restart client.

This case is still under investigation!
Michel Vogelpoe
Honored Contributor

Re: Service Desk service won't start after upgrade to 4.5

Solution:

It seems the system user had been given an additional role with status range authorization and the system user should only have one account (System account)

To check how many accounts the system user has:
SELECT * FROM rep_roles_per_account
WHERE rpa_acc_oid = 1

If there are more than one role attached to account 1 (=system user) than delete this relation role & account with this statement:
DELETE FROM rep_roles_per_account
WHERE rpa_acc_oid = 1
AND rpa_rol_oid != 2;

Throw away all the cache and restart server and than restart client.
Nick Hanshaw
Acclaimed Contributor

Re: Service Desk service won't start after upgrade to 4.5

From what I can tell I was having the same problem that everyone else has been having. After checking the sql tables I found that sql is not dropping the user after you shut down the Service Desk application. To fix this I checked the rep_sessions table with this command:

select *
from rep_sessions;

I found one SID under there, which indicates that the user is still logged in. To fix this I deleted this user with this command:

delete from rep_sessions
where sid = sid

sid being the number shown on the table as still logged in. Don't use sid when you do your command, use the number shown on your table.
Nick Hanshaw
Acclaimed Contributor

Re: Service Desk service won't start after upgrade to 4.5

Sorry I gave the wrong info... its not sid, its column ses_oid.
I hope that doesn't mess anyone up. I'm getting things confused =).
HWANY
Collector

Re: Service Desk service won't start after upgrade to 4.5

I solved it with Michel Vogelpoel's solution. thanks.
//Add this to "OnDomLoad" event