Article Details
Product : ServiceDesk Plus
Category : ServiceDesk Plus >> Troubleshooting
 #100007 - Startup Issues

  1. MYSQL Port is occupied.
  2. Web Server port is occupied.
  3. Adventnet ServiceDesk - Failed.
  4. MYSQL database creation failed.
  5. MSSQL server instances not Auto populating.
  6. Login failed for user when trying to connect to MSSQL database using ChangeDBserver.bat
  7. Error if MSSQL database is case sensitive.
  8. The build is ServiceDesk Plus application differs from the build in MSSQL database.

MYSQL Issue

If the application crashes and does not start then you can try starting it from the command prompt.

  • cmd>[ServiceDeskPlus-HOME]\bin>run.bat
    Example: cmd>c:\adventnet\me\servicedesk\bin>run.bat.

    Or,
  • Check for the following error in wrapper.log under Servicedesk [home]/bin folder.
  • You might receive the follow error messages.
    • Mysql Port is occupied.
    • Web Server port is occupied.
    • Adventnet ServiceDesk - Failed.
    • MYSQL database creation failed.

1. MySql Port is occupied.

Cause:

Unclean shutdown of ServiceDesk plus will not stop the database properly.

Error Trace:

Mysql-d-nt still running in processes -> Task manager and also the error shown below in the screen shot.

Solution:

  1. Kill the mysqld-nt.exe under Task manager -> Processes -> Mysqld-nt.exe.
  2. Alternatively, from the command prompt,
    cmd>[ServiceDeskPlus-HOME]\bin>stopDB.bat

Information required for further analysis:

Wrapper.log under Servicedesk[home]/bin and Serverout0.txt under Servicedesk[home]/server/default/log.

2. Web Server port is occupied.

Cause:

You might receive this message when another application is running on the same port.

Error Trace:

View the screen shot below

 

Troubleshooting Tips:

  1. Type services.msc under Start -> Run, search for manageengine servicedesk plus and stop the service, if it is running.
  2. Once the service is stopped, check if the port is occupied by another application by typing cmd>netstat –an.
  3. If some other application is occupied the port then you can change the port number.

Information Required for further analysis:

Wrapper.log under Servicedesk[home]/bin and Serverout0.txt under Servicedesk[home]/server/default/log.

3. Adventnet ServiceDesk - Failed.

Cause:

You might receive this error on upgrading.

Error Trace:

Troubleshooting Tips:

Try deleting the extracted folder under [ServiceDeskPlus-HOME]\applications and re-start the application from the command prompt.

If you still receive the AdventnetServiceDesk [Failed]

  1. Take a backup and reinitialize the database.
  2. Start and stop the ServiceDesk Plus application and restore the backup.
  3. Try starting the application again

Information required for further analysis:

Wrapper.log under Servicedesk[home]/bin and Serverout0.txt under Servicedesk[home]/server/default/log.

4. MYSQL database creation failed

Cause:

The Mysql database credentials are incorrect.

Error Trace:

You will receive database creation failed error as shown in the screen shot while starting the application from the command prompt.

Troubleshooting Tips:

Execute changedDBServer.bat under ServiceDesk [home] /bin and make sure you don’t have any password in the change db server message box for mysql database.

Mysql database does not require any authentication in ServiceDesk plus.

Information required for further analysis:

Wrapper.log under Servicedesk[home]/bin and Serverout0.txt under Servicedesk[home]/server/default/log.

5. MSSQL server instances not Auto populating

Cause:

Unable to communicate SQL Server instance from the Server.

Error Trace:

If the instance is not populated automatically, after the host name is given as shown below,

Troubleshooting Tips:

  1. Make sure if you are using the SQL 2005 and if so, go to Run -> Services.msc and start the Sql browser.
  2. Make sure if you are able to ping the sql server from the ServiceDesk Plus server.
  3. You can try to telnet the port 1433 from the sdp server
    cmd>telnet sqlservername 1433

Information required for further analysis:

Wrapper.log under Servicedesk[home]/bin and Serverout0.txt under Servicedesk[home]/server/default/log.

6. Login failed for user when trying to connect to MSSQL database using ChangeDBserver.bat

Cause:

This error occurs if the given username and password is incorrect or if the username is not a SA account.

Error trace:

An error message as shown below appears.

Troubleshooting Tips:

  1. Check if the given username is a SA account.
  2. Check if the given password is correct.

Information required for further analysis:

Wrapper.log under Servicedesk[home]/bin and Serverout0.txt under Servicedesk[home]/server/default/log.

7. Error if MSSQL database is case sensitive.

Cause:

This error may occur if the MSSQL database is case sensitive and finds invalid objects in the table name.

Error trace in logs:

java.sql.BatchUpdateException: Invalid object name 'TABLE NAME'

Solution:

Change the COLLATION in the MSSQL server for the database 'servicedesk' as CASE-INSENSITIVE. You can get this error at the time of restore or backup, or in the serverout file if it is a runtime error.

If you are using MSSQL 2000 then give the query below:

ALTER DATABASE servicedesk COLLATE SQL_Latin1_General_CP1_CI_AS

8. The build is ServiceDesk Plus application differs from the build in MSSQL database.

Cause:

The ServiceDesk Plus application build is different from the build in MSSQL database.

Error Trace:

Error when you try to start from Command prompt.

Solution:

  1. Find out the build of ServiceDesk Plus that the MSSQL database was running previously by executing a query in MSSQL database.
  2. Select * from globalconfig where category = 'BuildNumber';
  3. Install the same build of ServiceDesk plus and connect.