Troubleshooting Apache Tomcat Service issue of Sage CRM

‘Windows could not start the Apache Tomcat CRM Tomcat7 service’ is the most terrifying error found in Sage CRM 7.x history. Sage CRM with failed tomcat service affects large amount of features of CRM application such as Dashboards, Mail merge functionality, Documents uploading etc. There can be various reasons for failure of Tomcat service, however, I would like to share one of my experience below.

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Recently, I was facing a very familiar issue for Dashboards in CRM application.

Been the first step of investigation, I checked with the status of Apache Tomcat Service in Windows services panel. On finding the service stopped, I clicked the Start button and there I faced another issue as shown below.

On checking the Tomcat logs and checking the files located in Tomcat’s bin folder under CRM directory, I got to know that tomcat’s setup file was missing from the directory.

On re-deploying the file named ‘tomcat7’ from another CRM instance’s directory, tomcat service was able to run successfully and so were the various features of CRM application. On further investigating I found that the Antivirus installed on the machine had removed this file at the time of scanning. Thus, users who have Sage CRM and antivirus installed on same machine must avoid scanning/removal of such files in future.

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