[KB5550] Apache Tomcat is not running (service could not start)

[KB5550] Apache Tomcat is not running (service could not start)—how do I fix this issue? (ERA 6.x)

Issue

Apache Tomcat is not running
Error message from a Java update is received (error code 1)

End of support for version 6.4 and 6.5 of ESET Remote Administrator / MDM

ESET Remote Administrator version 6.5 is currently in Limited Support status and will soon be in Basic Support status. It is expected to reach End of Life status in December 2020.

ESET Remote Administrator version 6.4 is currently in End of Life status and no longer available for download.

The MDM functionality in ESET Remote Administrator version 6 is currently in End of Life status and no longer available for download

To see the list of products and dates for ESET end-of-life, visit the ESET End of Life policy (Business products)
See our instructions for migrating ESET Remote Administrator to version 7 (ESMC).

Solution

Apache Tomcat requires Java:

If you have multiple Java versions installed on your system, we recommend that you uninstall older Java versions and keep only the latest Java.
Starting January 2019, Oracle JAVA SE 8 public updates for business, commercial or production use will require a commercial license. If you do not purchase a JAVA SE subscription, you can use this guide to transition to a no-cost alternative.

I. Check the Apache Tomcat service

In cases where the ESET Remote Administrator Web Console (ERA Web Console) is not running, check whether the Apache Tomcat service is running:

Click Start → Run, type services.msc and then click OK.
Windows Server 2012 users: Click the Windows key + R, type services.msc and press Enter.
Locate the Apache Tomcat service, and then verify that Running is listed in the Status column. If it is not running, try to start the service manually by selecting it and clicking Start.

II. Error message from a Java update is received (error code 1)

While trying to start the service, you might receive the following error message, which may result from a Java update:

"Windows could not start the Apache Tomcat 7 on Local Computer. For more information, review the System Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to the service-specific error code 1."

If you receive this error while attempting to start the Apache Tomcat service, follow the step-by-step instructions below to resolve your issue:

Navigate to your %TOMCAT_HOME%\bin directory (for example, C:\Program Files\Apache Tomcat\Tomcat7\bin) and double-click tomcat7w.exe.

Figure 1-1

Click the Java tab, deselect the check box next to Use default and select the path to Java virtual machine file (C:\[Java folder path]\bin\server\jvm.dll or C:\[Java folder path]\bin\client\jvm.dll) and click OK..

Figure 1-2

Start the Apache Tomcat service. The service should start without issue.

See the Troubleshooting section of the ERA Administration Guide for more information.

Last Updated: May 20, 2020