ManageEngine ServiceDesk Plus service not starting | ServiceDesk Plus stuck on server started | MYSQL installer stuck on starting server

Startup issues

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

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.

ServiceDesk Plus not starting : MySql port is occupied

Solution:

Kill the mysqld-nt.exe under Task manager -> Processes -> Mysqld-nt.exe.
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

ServiceDesk Plus not starting : Web Server port is occupied

Troubleshooting Tips:

Type services.msc under Start -> Run, search for manageengine servicedesk plus and stop the service, if it is running.
Once the service is stopped, check if the port is occupied by another application by typing cmd>netstat an.
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:

ServiceDesk Plus not starting : Adventnet service desk failed

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]

Take a backup and reinitialize the database.
Start and stop the ServiceDesk Plus application and restore the backup.
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:

ServiceDesk Plus not starting : MYSQL database creation failed

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.

ServiceDesk Plus not starting : Service desk database setup

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,

ServiceDesk Plus not starting : MSSQL server instances not Auto populating

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

ServiceDesk Plus not starting : Service desk login failed

Troubleshooting Tips:

Check if the given username is a SA account.
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:

ServiceDesk Plus not starting : Database setup error

Error when you try to start from Command prompt.

Solution:

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

Troubleshooting startup issues

Startup issues

MYSQL Issue

1. MySql Port is occupied.

Cause:

Error Trace:

Solution:

Information required for further analysis:

2. Web Server port is occupied.

Cause:

Error Trace:

Troubleshooting Tips:

Information Required for further analysis:

3. Adventnet ServiceDesk - Failed.

Cause:

Error Trace:

Troubleshooting Tips:

Information required for further analysis:

4. MYSQL database creation failed

Cause:

Error Trace:

Troubleshooting Tips:

Information required for further analysis:

5. MSSQL server instances not Auto populating

Cause:

Error Trace:

Information required for further analysis:

7. Error if MSSQL database is case sensitive.

Cause:

Error trace in logs:

Solution:

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

Cause:

Error Trace:

Solution:

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Troubleshooting startup issues

Startup issues

MYSQL Issue

1. MySql Port is occupied.

Cause:

Error Trace:

Solution:

Information required for further analysis:

2. Web Server port is occupied.

Cause:

Error Trace:

Troubleshooting Tips:

Information Required for further analysis:

3. Adventnet ServiceDesk - Failed.

Cause:

Error Trace:

Troubleshooting Tips:

Information required for further analysis:

4. MYSQL database creation failed

Cause:

Error Trace:

Troubleshooting Tips:

Information required for further analysis:

5. MSSQL server instances not Auto populating

Cause:

Error Trace:

Information required for further analysis:

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

Cause:

Error Trace:

Troubleshooting Tips:

Information required for further analysis:

7. Error if MSSQL database is case sensitive.

Cause:

Error trace in logs:

Solution:

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

Cause:

Error Trace:

Solution:

Let's support faster, easier, and together

Features

Free guides

Next steps

Other products

Active Directory
management Manage, track, and secure Active Directory

Identity governance
and administrationOrchestrate user identity management and access controls for Zero Trust

Privileged access
managementControl and secure privileged access to critical enterprise systems

Enterprise and IT service
managementDeliver a consistent employee experience across business functions

Customer service
managementBuild a one-stop portal for customers with efficient account management

IT asset
managementCentralize and automate the complete IT asset life cycle

Network and server
performance monitoringEnsure network, server, and storage reliability with AI-powered insights

IT incident
managementEfficiently manage and resolve IT incidents while ensuring transparency

Cloud-native solutions for IT managementMonitor, manage, audit, and secure your multi-cloud
and hybrid infrastructure