Upgrading to the latest version from build 6003

Hi, I am new to the board. I am new to the ServiceDesk Plus software too.

I am trying to upgrade to the latest version of the ServiceDesk Plus software from build 6003.

I attempted the upgrade path as detailed at manageengine.adventnet.com/products/service-desk/service-packs.html on a spare server, which will become our new HelpDesk Server. And well...the application stopped responding. It would begin the process of starting, but then would hang. I tried to uninstall the hotfix, but to no avail. I tried to proceed forward with the upgrade pack, but to no avail. I tried to jump to the service pack, but to no avail.

I am wondering if there is a different upgrade path I could try or is there a way to take a backup of the configurations of the ServiceDesk Plus software?

I have successfully made a backup of the database, but am wondering about a configurations backup.

Thank you for your time.

Bob