How to migrate ServiceDesk Plus / AssetExplorer to 64 bit installation from 32 bit installation

How to migrate ServiceDesk Plus / AssetExplorer to 64 bit installation from 32 bit installation


The steps mentioned below requires you to be on the version 12 Build 12007 (For ServiceDesk Plus) or version 6.9 Build 6950 (For AssetExplorer) or above. If you are on any build lower than 12007/6950, then you will have to upgrade the application to the previously said build to proceed further. 

If the application uses a PgSQL DB, follow the below steps.

Step 1:  Navigate to Admin/ESM Directory --> Backup Scheduling and check the Backup Password set in there. Make a note of this password as it will be needed during restore. Once you have the password, stop the services of the application from services.msc console. 

Step 2: Take a backup of the existing data present in PgSQL database using the backupData.bat batch file. Open a Command Prompt with Admin privileges, go to [Application-Home]\bin directory and execute the backUpData.bat command to start the data backup.

cmd> backUpData.bat       

where, Application-Home --> Drive:\ManageEngine\ServiceDesk (For ServiceDesk Plus) or Drive:\ManageEngine\AssetExplorer(For AssetExplorer) . This backup will be stored under the backup folder in Application-Home directory. 

Step 3: Once the backup completes successfully, close the Command Prompt and rename the folder and add _Old to the folder name i.e ServiceDesk to ServiceDesk_Old or AssetExplorer to AssetExplorer_Old

If you are not able to rename the folder, then change the ManageEngine ServiceDesk Plus/ManageEngine AssetExplorer service's startup type to Disabled and restart the entire server once. After the server is back up, try renaming the folder. 

Step 4: Go to Control Panel --> Programs and Features and uninstall the existing 32 bit installation. 

Step 5: Now, download the 64-bit.exe from here (For ServiceDesk Plus) or here (For AssetExplorer) and install it. 

Step 6: Once after the installation completes, open a Command Prompt with Admin privileges, go to [Application-Home]\bin.

Step 7: Once your are back in the command prompt, type in run and hit enter. 

This will load all the modules and will start the application. Once all the modules are loaded, you should see a message "Server started" in the command prompt. 

       

After you see this message, open up a browser and try to access the localhost url that is displayed in the command prompt. If you see the login page, try to login with the default administrator credentials by clicking on the credential displayed in the UI.

Step 8: If login action is successful, close the browser and come back to the command prompt and hit CTRL+C which would terminate the batch job that's running. You should see the modules being stopped and destroyed. At the end, when you are prompted for a confirmation for terminating the process, press 'Y' and hit enter. 

       

Step 9: Now invoke restoreData.bat under [Application-Home]\bin folder as indicated below. This would bring up a GUI to choose the backup file. During this point, you will need to choose the trimmed backup that you had taken in Step 2. 

cmd> restoreData.bat > 1.txt

You need to choose only the part1.ezip file while initiating a restore. The system would automatically pick up the other parts in the backup (if exists). You need not manually select part2.ezip or perform any other action. 

Step 10:  You will be prompted to enter the backup password while performing the restore. Put in the password you made a note of in Step 1. 

       

After you put in the password, you will be asked if the restore is performed on the Production Environment. Please choose 'Yes' in the prompt and proceed with the restore. 

      


Step 11: After you see the message "Data Restored Successfully", start application service once. As the application is starting as a service, it would usually take a couple of minutes to load. Give it a 3 to 5 minutes and then try to access the application. 

       

The restore process is marked as successful only if the restore window says 'Data restored successfully'. If you do not see this message and if the restore window disappears, it means that the restore has failed. In situations like this, please navigate to  [Application-Home]\bin in file explorer and you should see a 1.txt file.  Please send the file along with the zip of the logs folder to support for analysis. 


If the application uses a MSSQL DB, follow the below steps.

Even though the DB is externalized, we will still need to perform a backup and restore of the files that are stored on the application's installation location. 

Step 1: Navigate to Admin/ESM Directory --> Mail Server Settings and click on Stop Fetching. This will stop the mail fetching process thus preventing creation of new attachments in the file system. Now, navigate to Admin/ESM Directory --> Backup Scheduling and schedule a backup to take a backup of the File Attachments alone. While you are there, check the Backup Password set in there. Make a note of this password as it will be needed during restore. Once after the backup schedule completes, stop ManageEngine ServiceDesk Plus service.

            

Step 2: Once the service stops, rename the folder and add _Old to the folder name i.e ServiceDesk to ServiceDesk_Old or AssetExplorer to AssetExplorer_Old.

If you are not able to rename the folder, then change the ManageEngine ServiceDesk Plus/ManageEngine AssetExplorer service's startup type to Disabled and restart the entire server once. After the server is back up, try renaming the folder. 

Step 3: Go to Control Panel --> Programs and Features and uninstall the existing 32 bit installation. 

Step 4: Now, download the 64-bit.exe from here (For ServiceDesk Plus) or here (For AssetExplorer) and install it. 

Step 5Once after the installation completes, open a Command Prompt with Admin privileges, go to [Application-Home]\bin.

Step 6: Invoke ChangeDBServer.bat under [Service Desk-Home]\bin folder.

cmd>  ChangeDBServer.bat

Step 7: Provide the details of the current SQL server (i.e.) Hostname, username, and password and click Test, By doing this, we will be able to check the connectivity with the SQL server.

       

The message should say connection established as displayed below. Then click Save.

       

Step 8: Once your are back in the command prompt, type in run and hit enter.

This will load all the modules and will start the application. Once all the modules are loaded, you should see a message "Server started" in the command prompt. 

       

After you see this message, open up a browser and try to access the localhost url that is displayed in the command prompt. If you see the login page, try to login with the default administrator credentials by clicking on the credential displayed in the UI.

Step 9: If login action is successful, close the browser and come back to the command prompt and hit CTRL+C which would terminate the batch job that's running. You should see the modules being stopped and destroyed. At the end, when you are prompted for a confirmation for terminating the process, press 'Y' and hit enter. 

       

Step 10: Now invoke restoreData.bat under [Application-Home]\bin folder as indicated below. This would bring up a GUI to choose the backup file. During this point, you will need to choose the automatic backup that the you had taken in Step 2. 

cmd> restoreData.bat > 1.txt

You need to choose only the first part of the ezip file while initiating a restore. The system would automatically pick up the other parts in the backup (if exists). You need not manually select the other parts of  the ezip or perform any other action. 

Step 11:  You will be prompted to enter the backup password while performing the restore. Put in the password you made a note of in Step 1. 

       

After you put in the password, you will be asked if the restore is performed on the Production Environment. Please choose 'Yes' in the prompt and proceed with the restore. 

      


Step 12: After you see the message "Data Restored Successfully", start application service once. As the application is starting as a service, it would usually take a couple of minutes to load. Give it a 3 to 5 minutes and then try to access the application. 

       

The restore process is marked as successful only if the restore window says 'Data restored successfully'. If you do not see this message and if the restore window disappears, it means that the restore has failed. In situations like this, please navigate to  [Application-Home]\bin in file explorer and you should see a 1.txt file.  Please send the file along with the zip of the logs folder to support for analysis. 


Note (Applies only to ServiceDesk Plus): If you are using the ESM feature (Multi-Helpdesk) in ServiceDesk Plus then, in addition to the above, you will also have to copy over the below folders from the _Old folder to the same location in the new installation.

/Conf/CMDB/dynamic_config_files
/Conf/Helpdesk/dynamic_config_files
/Conf/ServiceDesk_Client/dynamic_config_files


Step 13: Once after the copy is complete, start the application from services.msc console. 
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