Troubleshooting error: Start the product then stop and proceed with the upgrade

Troubleshooting error: Start the product then stop and proceed with the upgrade

Issue description  

When upgrading ManageEngine ADAudit Plus, you may encounter the warning message: Start the product, then stop and proceed with the upgrade. This occurs when the upgrade process detects inconsistencies in the Java runtime environment (JRE) structure after a previous update attempt.

Prerequisites  

  • You must have administrator access to the server where ADAudit Plus is installed.

  • You need access to the installation directory and the Windows Services console.

Possible causes  

  • The previous product upgrade was partially completed, leaving duplicate Java folders (jre and jre_new) in the bin directory.
  • The installer cannot determine the correct JRE to use for launching the application.

Resolution  

To resolve this issue, follow the steps below to correct the JRE directory structure manually.

Step 1: Stop ADAudit Plus services  

  1. Open the Run dialog (Windows Key + R), type services.msc, and press Enter.
  2. Locate and stop the following services:

    • ManageEngine ADAudit Plus

    • ManageEngine ADAudit Plus – DataEngine XNode

Step 2: Rename JRE directories  

  1. Navigate to the following directory: <Installation_Directory>\ManageEngine\ADAudit Plus\bin
  2. You will find two folders in this location: jre and jre_new.

  3. Rename the jre folder to old_jre and move it out of the installation directory for backup.

  4. Rename the jre_new folder to jre.

Step 3: Restart and stop the service  

  1. Return to the Services console (services.msc).
  2. Start the ManageEngine ADAudit Plus service. The DataEngine service will start automatically.

  3. Once the service starts successfully, stop it again.

Step 4: Proceed with the upgrade  

  • Re-run the ADAudit Plus upgrade installer. The process should now complete without the warning message.

How to reach support  

If the issue persists or you need help validating the JRE structure, contact the ManageEngine ADAudit Plus support team at support@adauditplus.com.