Summary:

After upgrading from Sage CRM 7.1 to 7.2, a SAXParseException may appear, indicating an error with the Java environment,

Symptoms:

Following the upgrade, it may be impossible to start the Tomcat service through the Windows services control panel. The following error will appear in the catalina.log:

Dec 12, 2014 2:47:33 PM org.apache.catalina.startup.Catalina load
WARNING: Catalina.start using conf/server.xml:
org.xml.sax.SAXParseException; systemId: file://c/Program%20Files%20(x86)/Sage/CRM/CRM/tomcat/conf/server.xml; lineNumber: 31; columnNumber: 84; Error at (31, 84: org.apache.catalina.core.JreMemoryLeakPreventionListener
 at org.apache.tomcat.util.digester.Digester.createSAXException(Digester.java:2808)
 at org.apache.tomcat.util.digester.Digester.createSAXException(Digester.java:2834)
 at org.apache.tomcat.util.digester.Digester.startElement(Digester.java:1361)

Cause:

The error message being logged is by a problem loading the JreMemoryLeakPreventionListener class, referenced in the Tomcat server's server.xml. This class is contained in Tomcat's catalina.jar in \CRM\tomcat\lib; as such, an issue here would indicate that a core component of Tomcat is either not working, or has not been upgraded.

Upgrading Sage CRM from 7.1 to 7.2 includes upgrading the Tomcat service from version 6 to version 7. As such, the root cause of this issue is likely a failure to upgrade core Tomcat service components.

Resolution:

The issue can be resolved by reinstalling the sage CRM program files using the installer.