Unable to start the ADSelfService Plus service

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Issue description

The ADSelfService Plus service fails to start on the hosted server. When this occurs, users and administrators are unable to access the application, impacting functionality across the organization. No specific error messages may be displayed, making the root cause less apparent.

Possible causes

  • Service not installed: The service may not be properly installed on the system.
  • Application already running in console mode: If the application is already running manually in console mode, the service cannot start simultaneously.
  • Invalid service logon credentials: The credentials configured for the service logon may have expired or changed.
  • Permission issues: The installation directory may not have the necessary read,write, and execute permissions.
  • Corrupted files or database: Critical application or database files in the installation directory may be damaged.
  • Failed database migration: An incomplete or failed migration from an older instance to a new instance may prevent the service from initializing properly.

Prerequisite

Administrator access to the ADSelfService Plus server.

Resolution

Step 1: Check the service installation

  1. Open services.msc and verify if ManageEngine ADSelfService Plus is listed.
  2. If the service is missing, reinstall it. Alternatively, open the Command Prompt with administrative privileges and run InstallNTService.bat to manually register the service.

Step 2: Ensure the application is not running in console mode

  1. Open Task Manager and check if ADSelfService Plus is already running as a process. You can also check the system tray for the ADSelfService Plus icon.
  2. If the application is running, terminate it and try starting the service again.

Step 3: Verify the service logon credentials

  1. In services.msc, right-click ManageEngine ADSelfService Plus, click Properties..
  2. Go to Log On and ensure the configured account has valid credentials and the necessary privileges.
  3. Re-enter the credentials if required, then click Apply.

Step 4: Check the installation folder permissions

  1. Navigate to the installation directory (default: C:\Program Files\ManageEngine\ADSelfService Plus\). Confirm that the service account has full control over this directory and subfolders.

Step 5: Inspect for file or database corruption

  1. Navigate to <Installation_Dir>\logs and review the log files for errors.
  2. If corruption is detected, restore the application from a known good backup.

Step 6: Validate the database migration (if applicable)

  1. Confirm that the database migration was completed successfully.
  2. Rerun the migration tool if necessary and review logs for success or failure status.