ServiceDesk Plus startup issue post 10500 build upgrade

Hello users,

As you maybe aware that Java Runtime Environment (JRE) has been upgraded to the build 1.8 in ServiceDesk Plus 10500 build.

So far, we have had handful of users reporting startup issue post 10500 successful upgrade and most of the cases found to occur as the application tries to start using JRE 1.7. This occurs due to environmental restrictions with renaming the folders.

In case if you are facing start-up issues post 10500 build successful upgrade and happened to find the below traces in the serveroutlog0.txt or wrapperlog present in the directory ../ManageEngine/ServiceDesk/logs

[INFO] : Exception has occured when stopdb com/adventnet/persistence/UpdateManagerUtil : Unsupported major.minor version 52.0

[SYSERR] [INFO] : java.lang.UnsupportedClassVersionError: com/adventnet/persistence/UpdateManagerUtil : Unsupported major.minor version 52.0

Please follow the below steps that should help you resolve the start-up issue.

Check the existence of folder <Servicedesk-Home>/jre/jre_new.

Move the jre_new folder outside and paste it <ServiceDesk-Home> directory.

Rename the JRE manually as jre_old. In case not able to rename. Kill the pid if exists from task manager. And rename it as jre_old.

Now rename the jre_new as jre and check if you are able to start the application.

Keep us posted with the status.