Endpoint Encryption Web-Based Help Desk error "Service is temporarily unavailable".

book

Article ID: 170183

calendar_today

Updated On:

Products

Endpoint Encryption

Issue/Introduction

When attempting to access the SEE Management Server Helpdesk Web Recovery Console, and logging in, the following error apperas:

"Service is temporarily unavailable. Contact your administrator."

 

 


 


Receiving an error when attempting to open the web-based Help Desk. 
Server roles are correctly configured.
AD Group Membership is correctly configured.

Popup error:
"Service is temporarily unavailable. Contact your administrator."

IIS Errors:


2017-06-14 14:43:28 10.2.10.39 GET /WebConsole/Session/VerifySession - 8088 - 10.2.2.110 Mozilla/5.0+(Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko 401 5 0 608
2017-06-14 14:44:31 10.2.10.39 POST /WebConsole/Account/Login - 8088 - 10.2.2.110 Mozilla/5.0+(Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko 500 0 0 5600
2017-06-14 14:44:57 10.2.10.39 POST /WebConsole/Account/Login - 8088 - 10.2.2.110 Mozilla/5.0+(Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko 401 5 0 78
2017-06-14 14:45:04 10.2.10.39 POST /WebConsole/Account/Login - 8088 - 10.2.2.110 Mozilla/5.0+(Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko 500 0 0 78
2017-06-14 14:50:50 10.2.10.39 POST /WebConsole/Account/Login - 8088 - 10.2.2.110 Mozilla/5.0+(Windows+NT+6.3;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko 500 0 0 6165

The 500 error is an "Internal Server Error".
The 401 5 indicates that some ISAPI extension or CGI Web Application sent back a structured 401 response.

Cause

Due to the IIS 500 "Internal Server Error" we suspect the initial install of 11.1.2 did not complete correctly.
And the subsequent upgrade to 11.1.3 did not correct any errors from the initial install.

Environment

There are a few scenarios where this can happen:

Scenario 1: Server Roles configured for Administrative Access to the SEEMS Web Helpdesk Recovery Screen
After the Server Roles have been configured, administrators will still not connect.  This has been observed when some of the administrators have been migrated that have SID history present. 

Scenario 2: Server Roles configured for Administrative Access to the SEEMS

After adding Server Roles for Symantec Endpoint Encryption Management Server (SEEMS) Helpdesk Recovery.

 

Resolution

Uninstalled the SEE server leaving the database intact
Rebooted the server.
Reinstalled SEE 11.1.3 using the original database.
Changed the SEE App Pool to use Classic instead of Integrated.
The web-based Help Desk can now be accessed using group membership.