VMware vSphere Update Manager service fails

So a few days back i had some problem with the VMware Windows based vSphere Update Manager (VUM) Server that didn’t start after rebooting the virtual machine (VM) where the service runs. All other VMware related services running on the VM started without any problem.

vCenter Server (and VUM) version running was 5.5.U1b was running on Windows Server 2008 R2. Yes i know there are never versions available and i’ll not go into any discussion why this kind of old release was still running in the customers environment.

In Windows event viewer i found the following entry:

  • Level = Error
  • Date and Time = 01/22/2014 3:19:XX AM
  • Source = Service Control Manager
  • Event ID = 7031
  • Task = None
  • Category = The VMware vSphere Update Manager Service service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 300000 milliseconds: Restart the service.

I saw the above entry a couple of times since the auto restart feature tried to start the service.
The first entry was followed by this entry:

  • Level = Information
  • Date and Time = 01/22/2014 3:19:XX AM
  • Source = Service Control Manager
  • Event ID = 7036
  • Task = None
  • Category = The Application Experience service entered the stopped state

The VUM log file vum-server-log4cpp.log, locatedC:ProgramDataVMwareVMware Update ManagerLogs, contained e.g. the following information:

  • [DATE & TIME ‘ManagedJetty’ 5776 INFO] [managedJetty, 313] ManagedJetty Start=
  • [DATE & TIME ‘ManagedJetty’ 5776 ERROR] [managedJetty, 232] Failed to parse C:/Program Files (x86)/VMware/Infrastructure/Update Manager/jetty-vum-ssl.xml. Error: no element found
  • [DATE & TIME ‘VcIntegrity’ 5776 ERROR] [vcIntegrity, 480] Error starting Process monitor: no element found
  • [DATE & TIME ” 2900 ALERT] [logUtil, 265] Product = VMware Update Manager, Version = 5.5.0, Build = 1888318
  • [DATE & TIME ‘VcIntegrity’ 2900 DEBUG] [vcIntegrity, 1111] Getting managed process information from configuration

You’ll see this error when the jetty-vum-ssl.xml is corrupt. Luckily the customer had working backups which could be restored so after we restored the file the VUM service started and everything was back to normal.

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