How do I fix web console inaccessibility after an ADAudit Plus upgrade?

How do I fix web console inaccessibility after an ADAudit Plus upgrade?

Issue description  

When HTTPS is enabled in ManageEngine ADAudit Plus, the KeyStore password is stored in a configuration file. For enhanced security, the UI offers an option to encrypt this password. Once encryption is enabled, a service restart is required for the change to take effect.
If the service is not restarted immediately after encryption, ADAudit Plus may use an incorrect password value during a later restart (such as during an upgrade), leading to a KeyStore authentication failure and making the web UI inaccessible.
This issue can also occur if ADAudit Plus is started in console mode while the service is already running.

Prerequisites  

To troubleshoot this issue, ensure the following:

  • Access to the server where ADAudit Plus is installed to check the status of services.

  • Access to the ADAudit Plus installation directory to review log and configuration files.

Possible causes  

  • ADAudit Plus was launched in console mode while the service was already running.
  • The KeyStore file path, certificate alias, or password are incorrectly configured in the server.xml file.

  • The ADAudit Plus service was not restarted after enabling KeyStore password encryption.

  • During an upgrade or restart, the application failed to load the encrypted password due to mismatched values.

Resolution  

Step 1: Verify ADAudit Plus and dependent service status  

  1. Log in to the server hosting ADAudit Plus.
  2. Open the Run dialog (Windows Key + R), type services.msc, and press Enter.

  3. Confirm that the following services are running:

    • ManageEngine ADAudit Plus

    • ManageEngine ADAudit Plus – DataEngine XNode

Step 2: Verify how ADAudit Plus is being accessed  

If the services are running, ensure the application is being accessed correctly.
  1. Access the application using the proper browser URL: http(s)://<server-name>:<configured-port>

  2. Do not use the desktop shortcut if the service is already running, as this attempts to launch a second instance in console mode.

  3. To confirm if another instance is running, navigate to the logs directory (<Installation_Directory>\ManageEngine\ADAudit Plus\logs) and open the wrapper.log file. Scroll to the bottom and check for entries like "Another Instance is Running" or "Connect to: [ http://localhost:8088 ]".

  4. If these entries are found, access ADAudit Plus through the browser URL only.

Step 3: Check if the web UI is still inaccessible  

If the UI is inaccessible even when the services are running and you are using the correct URL, follow these steps.
  1. Navigate to the logs directory (<Installation_Directory>\ManageEngine\ADAudit Plus\logs) and open the wrapper.log file.

  2. Scroll to the bottom to verify the port number used by ADAudit Plus and ensure you are using the correct one.

  3. If the issue persists, navigate to the configuration file at <Installation_Directory>\ManageEngine\ADAudit Plus\conf\server.xml.

  4. Locate the HTTPS connector block: <Connector port="XXXX" SSLEnabled="true" ... keystoreFile="..." keystorePass="..." />

  5. Confirm that the keystoreFile path and keystorePass value are correct.

  6. If you find any invalid or mismatched values, proceed to the "How to reach support" section.

Step 4: If the ADAudit Plus services are not running  

  1. Navigate to the logs directory: <Installation_Directory>\ManageEngine\ADAudit Plus\logs
  2. Collect the wrapper.log and catalina.log files.

  3. Proceed to the "How to reach support" section.

How to reach support  

If the issue persists or you need assistance, please contact the ManageEngine ADAudit Plus support team at support@adauditplus.com. When contacting support, please attach the relevant files as indicated in the steps above (e.g., a screenshot of the error, wrapper.log, server.xml, catalina.log).

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