What do you need to know before troubleshooting

1. Install ADSelfService Plus as a service
   
2. Port availability
   
3. Sufficient folder permissions
   
4. Remove the .lock file
   
5. Sufficient RAM size and database accessibility
   
6. Add sites to the local intranet zone

Troubleshooting

Step 1. Install ADSelfService Plus as a service

1. Open Command Prompt and redirect it to <Installation folder>\bin (Location: C:\ManageEngine\ADSelfService Plus\bin).
   
2. Execute stopDB.bat and shutdown.bat.
   

1. Go to Start > select Run > type services.msc.
   
2. Navigate to ManageEngine ADSelfService Plus and select Properties.
   
3. Go to Logon Tab > choose This Account. Enter your administrative credentials and click OK.
   
4. Now, right-click on ManageEngine ADSelfService Plus and select Start.

Important: If you haven't installed ADSelfService Plus as a service, follow the steps below:

Stop ADSelfService Plus (Go to Start > All Programs > ADSelfService Plus > Stop ADSelfService Plus).

Install ADSelfService Plus as a service (Go to Start > All Programs > ADSelfService Plus > NTService > Install ADSelfService Plus as Service).

1. Go to Start > click Run > type services.msc.
   
2. Navigate to ManageEngine ADSelfService Plus and select Properties.
   
3. In the window that opens, select the option as automatic.
   

Step 2. Check port availability

1. Go to the Command Prompt and execute netstat -ano | findstr 8888 (8888 is the default port number of ADSelfService Plus).
   
2. Check the corresponding PID in the Task Manager. Go to the Task Manager > select View > click Columns > Enable PID.
   
3. Click OK.
   
4. If the port is used by any other product or process, restart the ADSelfService Plus server.
   

Step 3. Configure folder permissions

Note: If any of the wrappers are found under processes kill each process in the above order.

Note: If you have selected Local System account under Log On option in Services.msc, ensure that the credential with which you have logged in to ADSelfService Plus installed machine has full control over the ADSelfService Plus folder.

Step 4. Remove the .lock file

Note: If you have selected Local System account under Log On option in Services.msc, ensure that the credential with which you have logged in to ADSelfService Plus installed machine has full control over the ADSelfService Plus folder.

Step 5. Check RAM size and database accessibility

Step 6. Adding ADSelfService Plus access URL to the trusted sites.

How to add sites to the Local intranet zone?

1. Using a group policy
   
2. Manual configuration
   

Method 1: Using a group policy (supported on Google Chrome and Internet Explorer)

1. Create a new Group Policy Object and navigate to User Configuration → Administrative Templates → Windows Components → Internet Explorer → Internet Control Panel → Security Page → Sites to Zones Assignment list. Select Enable.
   
2. Click Show to display the zone assignments. Enter the access URL in Value name and relate it to the trusted sites by entering the number 1 in Value, and then click OK.
   
3. Navigate to User Configurations → Administrative Templates → All Settings → Logon options. Select Enable.
   
4. From the Logon options list, click Automatic logon only in Intranet zone, and then click OK.
   

Method 2: Manual configuration

1. Navigate to Settings → Advanced drop-down → System module → Open proxy settings.
   
2. Click the Security tab and select the Local intranet icon.
   
3. Click the Sites button and proceed to enter the access URL of ADSelfService Plus in the required field, and click Add.
   

1. Navigate to Tools → Internet Options → Security.
   
2. Click the Security tab and select the Local intranet icon.
   
3. Click the Sites button and proceed to enter the access URL of ADSelfService Plus in the required field, and then click Add.
   

1. Type about:config in the address bar and hit the enter key to display the list of preferences. If there's a warning message displayed, click the I accept the risk button to proceed.
   
2. Navigate to the network.automatic-ntlm-auth.trusted-uris preference.
   
3. Double-click the preference and enter the access URL of ADSelfService Plus. For example: selfservice-5994:8888
   
4. Click OK.