Cause:

The ServiceDeskPlus-MSP database file namely ibdata file would have got corrupted.

Error trace in logs:

While taking backup Connection Reset or Communication link failure error while taking the backup.

Solution:

Step 1: Take a Forced Backup (applicable only for MYSQL) which can be done by appending  –innodb_force_recovery=4 to Startdb.bat script under [ServiceDeskPlus-MSP-home]/bin as shown in the image.

Step 2: Try performing a backup again.

Note: You will not be able to start ServiceDeskPlus-MSP when you have appended this keyword to Startdb.bat script. After performing the backup remove the entry from the file.

Step 3: After taking the backup, you can uninstall and reinstall ServiceDeskPlus-MSP application and then restore the data. 

Step 4: Also you can try the following steps to save time than going for Step 3

1. Go to the following location in your installation
   [ServiceDeskPlus-MSP-Home]\mysql\data
2. Rename all the files and folder except the mysql and test folder.
3. Goto the command prompt and start the application using the RUN command. All the containers should be created and this is equivalent to a fresh installation of ServiceDeskPlus-MSP.
4. Restore the data and start the application service.

Information required for further analysis:

Zip the mysql folder under C:\ManageEngine\ServiceDeskPlus-MSP and upload to us.