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Unable to connect to SD 4.5 SP28 client

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amykoh
Outstanding Contributor.

Unable to connect to SD 4.5 SP28 client

Hi,

I have some SD 4.5 SP28 clients not able to connect to SD app server. Although some are able too.

Checking on the client log file it has this error.

Mon, 04/01/2010 17:05:15
Mon, 04/01/2010 17:05:15 ------------------------------------------------------------------------
Mon, 04/01/2010 17:05:15 hp OpenView service desk 4.5 (v4.5.0588.2804 (SP28))
Mon, 04/01/2010 17:05:15 Copyright (c) 2004 Hewlett-Packard Development Company, L.P. All Rights Reserved.
Mon, 04/01/2010 17:05:15 User settings file : C:\Documents and Settings\Administrator\Application Data\Hewlett-Packard\OpenView\Service Desk\user_settings.xml
Mon, 04/01/2010 17:05:15 Install folder : C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\
Mon, 04/01/2010 17:05:15 Data folder : C:\Documents and Settings\Administrator\Application Data\Hewlett-Packard\OpenView\Service Desk\
Mon, 04/01/2010 17:05:15 Starting class path : C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\hotfix.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\servicepack.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\import.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\export.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\jndi.zip;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\ldap.zip;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\providerutil.zip;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\ui.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\sdui.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\common.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\sdcommon.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\resources.zip;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\jclark.zip;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\ms_interfaces.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\libftp.jar;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\lib\msword8.zip;C:\WINDOWS\java\trustlib\;C:\WINDOWS\java\classes\;C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\;
Mon, 04/01/2010 17:05:36 java.io.IOException: File does not exist.
at com/hp/ifc/util/AppUtilities.loadObject
at com/hp/ifc/wf/AppWorkflowManager.explicitLoginNeeded
at com/hp/ifc/ui/AppUIManager.getSession
at com/hp/ifc/ui/AppUIManager.init
at com/hp/ifc/ui/AppConsole.
at com/hp/ifc/ui/AppConsole.main

Can someone help me with this?
8 REPLIES
Err_1
Acclaimed Contributor.

Re: Unable to connect to SD 4.5 SP28 client

If you try the Test Connection button, does it work?

Have you tried:
1. Removing the client
2. Deleting the cache and installation directory
3. Reinstalling the client

Regards;
Randall Barrantes
SW Support Delivery Manager
amykoh
Outstanding Contributor.

Re: Unable to connect to SD 4.5 SP28 client

Yes. The Test Connection has error as well.

I have yet to reinstall the client.

I'm not sure why some clients can connect, some are not able to.
JaS_4
Acclaimed Contributor.

Re: Unable to connect to SD 4.5 SP28 client

Like Err said. Start with the usual which is removal of the cached incase it's corrupted and then tried the removal of the service desk client data folder. Normally, the removal of service desk data folder is enough for corruption as the the client will replace the service desk data folder with the default. Note: you will lose any client modifications like views and etc if you remove the data folder. Worse situation, uninstall and reinstall the client.
Err_1
Acclaimed Contributor.

Re: Unable to connect to SD 4.5 SP28 client

Considering that the Test Connection fails, before you try anything else, make sure that those PC clients can reach the SD server through the network..

Try to ping the server and then try to connect to SD port via telnet...

Points for the tips are welcome!

Regards;
Randall Barrantes
SW Support Delivery Manager
JaS_4
Acclaimed Contributor.

Re: Unable to connect to SD 4.5 SP28 client

Another thing to consider is DNS. As SD uses hostname, see if your client can ping the sd server hostname.
amykoh
Outstanding Contributor.

Re: Unable to connect to SD 4.5 SP28 client

Issue was caused by firewall. Was unable to telnet to 30999.
The Pike
Acclaimed Contributor.

Re: Unable to connect to SD 4.5 SP28 client

2 pts for magical answer? what the deuce!
amykoh
Outstanding Contributor.

Re: Unable to connect to SD 4.5 SP28 client

well, i figured it out before seeing the response.