Upgrade from 9400 to 10000 fails

Hello,

We are trying to upgrade our instance of Servicedesk from 9.3 Build 9324 to 10000. We are successful in upgrading to 9400 but from here we cannot upgrade any further. When using the Servicepack to upgrade from 9400 to 10000 we are prompted to create a "master key password" and then a error message saying "An error occured during decryption. Upgrade halted. Start ServiceDesk Plus 9400"

I have looked through the updatemgrlog0, 1 and 2 and have noticed this at the latest time stamps. Any assitance would be appreciated.

Apr 2, 2019 3:45:26 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] : Prompt for Database master key password in GUI mode

Apr 2, 2019 3:45:34 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] : Trying to prepare the database using the master key password provided manually!!

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.Jdbc20DBAdapter] [INFO] : Loading the function patterns from the file :: [.\conf\Persistence\mssql_functionpatterns.txt]

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.Jdbc20DBAdapter] [WARNING] : AUTO_QUOTE_IDENTIFIERS not supported for this DB...

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.Jdbc20DBAdapter] [INFO] : isDBMigration running :: false

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.Jdbc20DBAdapter] [INFO] : isDBMigration dest DB :: false

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.Jdbc20DBAdapter] [SEVERE] : Exception occured while initializing datasource.

Apr 2, 2019 3:45:34 PM [com.zoho.framework.utils.crypto.EnDecrypt] [SEVERE] : Encryption failed

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.mssql.MssqlExceptionSorter] [SEVERE] : Returning [true] from isDBAlive method

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.BaseExceptionSorter] [SEVERE] : SQLState :: [S1000]

Apr 2, 2019 3:45:34 PM [com.adventnet.db.adapter.BaseExceptionSorter] [SEVERE] : Returning [true] from isDBAlive method

Apr 2, 2019 3:45:34 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [SEVERE] : DataBaseException while calling PrepareDatabase.An error occurred during decryption.

Apr 2, 2019 3:45:34 PM [com.adventnet.servicedesk.updatemgr.util.MigrationUtil] [INFO] : INFO mesaage ---> An error occurred during decryption.

Upgrade halted. Start ServiceDesk Plus 9400

For more information, go to https://help.servicedeskplus.com/ear-faqs.html