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Exception and server error '/' opening the console

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Article ID: 252864

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Updated On:

Products

Information Centric Analytics

Issue/Introduction

The following error is displayed when attempting to access the Information Centric Analytics (ICA) console using any browser:

Server Error '/' in Application.

Runtime Error

Description: An exception occurred while processing your request. Additionally, another exception occurred while executing the custom error page for the first exception. The request has been terminated.

The ICA server log (w3wp_RiskFabric.yyyymmdd.log) records the following error:

2022-10-25 00:24:36,762 [1:ERROR] DALException.SaveLog() Caught exception, handling it in DALException
2022-10-25 00:24:36,762 [1:ERROR] DALException.SaveLog() System.Data.SqlClient.SqlException (0x80131904): Connection Timeout Expired.  The timeout period elapsed while attempting to consume the pre-login handshake acknowledgement.  This could be because the pre-login handshake failed or the server was unable to respond back in time.  The duration spent while attempting to connect to this server was - [Pre-Login] initialization=14689; handshake=13502;

Environment

Release : 6.x

Component: Microsoft Internet Information Services

Cause

The RiskFabricAppPool is unable to connect to the Microsoft SQL Server instance hosting the RiskFabric database. This can be caused by any of the following conditions:

  1. Incorrect hostname or IP address specified in the database connection string
  2. SQL Server is listening on an alternate port (the default port is 1433)
  3. Port blocked by firewall or proxy rules

Resolution

To resolve this issue, first determine the correct hostname, IP address, and port of the server hosting the Microsoft SQL Server service and the RiskFabric database. Compare these values to those in the database connection string for the RiskFabric site (RiskFabric.Web.Properties.Settings.DatabaseConnectionString). The connection string can be viewed and modified via the Internet Information Services (IIS) Manager by navigating in the Connections pane to <host> > Sites > RiskFabric and then opening the Connection Strings object under the ASP.NET heading. It can also be modified directly in the application's web.config file, which is located in the following default path:

%SystemDrive%\Program Files\Bay Dynamics\Risk Fabric Server Web\

The default port for SQL Server (1433) does not need to be explicitly included in the connection string, but any alternate port must be appended to the host name (separated by a comma) using the following syntax:

Data Source=<host>[\instance][,port];Initial Catalog=RiskFabric;Integrated Security=SSPI;

If the connection string is correct, confirm the SQL Server host is accessible from the application server by running either of the following commands:

Command Prompt

TELNET <host> <port>

PowerShell

Test-NetConnection -ComputerName <host> -InformationLevel "Detailed" -Port <port>

If the server is unreachable, determine whether a firewall or proxy rule is the cause. A network packet capture utility like Wireshark can also be used to trace packets sent by the IIS server to the SQL server host.