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


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(
 at org.apache.tomcat.util.digester.Digester.createSAXException(
 at org.apache.tomcat.util.digester.Digester.startElement(


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.


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