vSphere Update Manager fails to start with the error: no element found

Products

• VMware vCenter Server

Issue/Introduction

Symptoms:

• The vSphere Update Manager service fails to start.
• In C:\ProgramData\VMware\VMware Update Manager\Log\vum-server-log4cpp.log file you see repeated error similar to:
  
  'ProcessMonitor' 8176 WARN] [processMonitor, 127] Failed to open handle for process 4184. Error: 5. Ignoring the process
   
• In C:\ProgramData\VMware\VMware Update Manager\Logs\vum-server-log4cpp.log file, you see entries similar to:
  
  [2014-02-17 08:41:08:775 'ManagedJetty' 8176 ERROR] [managedJetty, 232] Failed to parse C:/Program Files (x86)/VMware/Infrastructure/Update Manager/jetty-vum-ssl.xml. Error: no element found
   
• There are .dmp files in the Update Manager log located at C:\ProgramData\VMware\VMware Update Manager\Logs

Environment

VMware vCenter Update Manager 5.1.x
VMware vCenter Update Manager 5.0.x
VMware vCenter Update Manager 5.5.x
VMware vCenter Update Manager 6.0.x

Cause

This issue occurs if the jetty-vum-ssl.xml file is missing or corrupt.

Resolution

To resolve this issue, use one of these methods:

1. Restore the jetty-vum-ssl.xml file from a backup.
   
   
   Alternatively, copy the file from another system that is running Update Manager successfully.
   
   To restore the jetty-vum-ssl.xml file from a backup:
    
   a. Copy the jetty-vum-ssl.xml file from C:\Program Files (x86)\VMware\Infrastructure\Update Manager\ to a backup location.
   b. Overwrite the jetty-vum-ssl.xml file with a working copy from another Update Manager server.
   c. Open the jetty-vum-ssl.xml file using a text editor
   d. Find and replace the passwords for these keys backed up from the original jetty-vum-ssl.xml file:
    
   • <Set name="keyPassword">
   • <Set name="trustPassword">
   • <Set name="password">
     
      

   e. Start the VMware Update Manager service.
    
2. Uninstall and reinstall vSphere Update Manager to replace the jetty-vum-ssl.xml file.