In this article:  

• Issue description

• Possible causes

• Prerequisites

• Resolution

• Related topics and articles

• How to reach support

 Issue description   

ManageEngine ADAudit Plus may occasionally encounter issues during the upgrade process, resulting in error messages or unexpected interruptions. These problems can hinder users from accessing new features and critical security enhancements.

Common symptoms include:

• The upgrade process halts at a specific step.

• The application failed to start post-upgrade.

• Services are not initializing correctly after the upgrade.

Promptly identifying and resolving the root cause is crucial to ensure uninterrupted access and smooth functioning of ADAudit Plus.

 Possible causes   

A failure to successfully upgrade may occur due to one or more of the following reasons:

1. Port conflicts: ADAudit Plus ports are in use by another application.

2. Database issues: The external database is down, unreachable, or misconfigured.

3. Insufficient permissions: The upgrade process may fail due to inadequate permissions. The service account used to run the ADAudit Plus service must have full control permission for the ADAudit Plus folder.

4. Background processes: Residual ADAudit Plus processes (Java, PostgreSQL) are preventing a clean upgrade.

5. Insufficient system resources: Low memory, CPU, or disk space.

6. Corrupt or missing installation files: The upgrade package may be incomplete or corrupted.

7. High availability: File mirroring task failure.

8. SSL configuration: SSL misconfiguration or an expired certificate.

9. Logon failure: The service account password has expired.

 Prerequisites   

• You have full control access to the ADAudit Plus installation folder.

• The server meets the system requirements for ADAudit Plus.

• Database connectivity (if an external database is utilized).

• A backup of the ADAudit Plus database and configuration files has been taken before initiating the upgrade.

 Resolution   

Follow the steps below to identify and resolve exceptions.

 Step 1: Check logs for exceptions   

• Review the most recent PPM_log.

• Navigate to /logs/most recent PPM_log.

• Search for error messages related to the upgrade failure using keywords like Exception, Error, or specific phrases from the error message.

• If no exceptions are found, contact support with logs for further analysis.

If exceptions are found, refer to the matching exception below and apply the resolutions mentioned.  

 Step 2: Cross-check the exceptions and errors you encounter with the following details   

1. Database connection issues

• Error message: "Check that the hostname and port are correct and SQL Server is accepting connections."

• Exception: NFO | jvm 1 | Check that the hostname and port are correct

• Logs to check: The most recent PPM_log and serverout.log.

• Cause: Unstable SQL connection.

• Solution:

• Verify database configuration:

• Open ADAudit Plus Installation Directory/conf/database.conf.

• Confirm database type, hostname, port, username, and password.

• Test connectivity:

• From the ADAudit Plus server, run:
  Test-NetConnection <DB_IP> -Port <DB_PORT>

• If it fails, ensure the MS SQL service is running and the firewall is not blocking the port.

2. Insufficient permissions

• Error message: "Access denied during the upgrade process."

• Exception: java.io.IOException: Permission denied

• Logs to check: The most recent PPM_log and wrapper.log.

• Cause: The service account lacks the required permissions.

• Solution:

• Ensure the ADAudit Plus service account has Full Control over the installation directory.

• Run the upgrade process as an administrator.

3. Low disk space

• Error message: "There is not enough space on the disk."

• Exception: java.io.IOException: There is not enough space on the disk

• Logs to check: The most recent PPM_log and serverout.log.

• Cause: Insufficient disk space.

• Solution:

• Free up space on the drive where ADAudit Plus is installed.

• Ensure at least 20% free disk space is available.

4. Background processes interfering with upgrade

• Error message: "Upgrade failed due to running processes."

• Exception: java.lang.ProcessException: Unable to replace files in use

• Logs to check: The most recent PPM_log.

• Cause: Residual ADAudit Plus processes preventing file replacement.

• Solution:

• Stop ADAudit Plus and related processes before the upgrade:

• Open Task Manager and end processes related to ADAudit Plus (Java, PostgreSQL).

• Restart the upgrade process.

5. Corrupt upgrade files

• Error message: "Upgrade package verification failed."

• Exception: java.io.IOException: Invalid installation package

• Logs to check: The most recent PPM_log.

• Cause: The downloaded upgrade file is corrupted.

• Solution:

• Re-download the upgrade package from the official ManageEngine website.

• Verify the checksum of the downloaded file.

• Retry the upgrade process.

6. Service startup failures after upgrade

• Error message: "Service failed to start after upgrade."

• Exception: java.lang.RuntimeException: Failed to start service

• Logs to check: The most recent serverout.log and wrapper.log.

• Cause: Configuration issues post-upgrade.

• Solution:

• Check whether the service is running:

• Open services.msc and ensure the ManageEngine ADAudit Plus service is running.

• Restart the server and attempt to start ADAudit Plus manually.

If the issue persists after following these steps, contact support@adauditplus.com with logs and error details.

 Tips 

• Before upgrading, back up the ADAudit Plus database and configuration files.

• Verify that no active users are logged into ADAudit Plus during the upgrade.

• Assign a dedicated port to prevent conflicts with other applications.

• Monitor external database availability and performance before upgrading.

• Allowlist ADAudit Plus in antivirus and firewall settings to avoid disruptions.

• Ensure ADAudit Plus is not running before performing an upgrade.

• Configure automatic service restart using the services.msc recovery option.

• Use Windows Performance Monitor (the perfmon command) to track system resource usage.

 Related topics and articles   

• Steps to upgrade ADAudit Plus to the recent build

 How to reach support