Problem: HelpDesk won’t open and it isn’t started in the Tomcat Manager.
Problem: HelpDesk won’t open and it isn’t started in the Tomcat Manager.
Error: “sunJCE” error shows up in the Tomcat logs.
Resolution: There could be many reasons why HelpDesk isn’t opening or won’t start, but if you see the “sunJCE” error, it is because HelpDesk is using the IBM JVM (Java Virtual Machine) instead of JavaSun’s JVM. The resolution to this problem is to download the JDK version of Java and set the JAVA_HOME variables to point to that version of Java.
HelpDesk runs best on the JDK version of Java 1.5/5.0. It is also compatible with Java JDK 1.6, but if you are running on 1.6, you will not be able to integrate with GroupWise (create tasks, appointments, and busy searches from within a ticket). The correct version of Java can be downloaded from the following location: http://java.sun.com/javase/downloads/index_jdk5.jsp.To set the JAVA_HOME variables, view the Knowledgebase article entitled: “How to set the JAVA_HOME variables”.
This problem could also occur during a migration and even if the JAVA_HOME variable is set correctly, it will show that it is pointing to another version of Java. Try setting the JAVA_HOME variable in the catalina.sh file located in the installer folder.