After a Java update occurs - java 6 updated to Java 7 - the Apache Tomcat service (Tomcat6) fails to start after the upgrade.


The following error message is displayed if the user tries to start the Tomcat service manually:



The cause of this is that when Tomcat goes to start up it looks for jre6 (Java 6) but since this has been removed because of the update to Java 7 (jre7) it cannot find the correct path and therefore can not start up.


There are two possible resolutions to this issue:

1. Reinstall Java 6:

Java 7 and Java 6 can work on the same machine without any issues.
To reinstall Java 6 you can download it from here:

 You will have to set it not to update and there is a Blog on the community describing how to do just that:

2. Reinstall the tomcat service.

If you just want to have one instance of Java on your machine - Java 7 - and you want the tomcat service to work with it, you will have to reinstall the tomcat service. This can be done the following way:

1. Open the Command Prompt and navigate to the directory:
C:\Program Files (x86)\Sage\CRM\CRM71\tomcat\bin

2. Run the following command to uninstall the tomcat service:
service2 uninstall CRM71Tomcat6

3. Then run the following command to reinstall the tomcat service:
service2 install CRM71Tomcat6

Where CRM71 is the CRM instance name (highlighted above).


More information:

The use of Java 7 is only supported from Sage CRM version 7.1i onwards.

The resolutions in this article are applicable to 7.1 installs only.