Microsoft IIS issue with CA Strong Authentication and observing event ID 5002

Products

• CA Strong Authentication
• CA Advanced Authentication
• CA Advanced Authentication - Strong Authentication (AuthMinder / WebFort)

Issue/Introduction

Microsoft IIS application pool is stopping automatically when the 2FA web service is triggered and observing event ID 5002.

Environment

Release : CA Strong Authentication  9.1  

Cause

This could be due to a number of reasons, including configuration issues, application errors, or insufficient system resources.

Resolution

Here are some steps you can take to troubleshoot this issue:

• If you suspect Strong Authentication has issue with 2fa webservice than verify that the CA Strong Authentication service is configured correctly and you are able to make SOAP and REST calls with the CA Strong Authentication server. If you are receiving success in return than the issue is with IIS and consider contacting Microsoft support.
• Try disabling CA Strong Authentication temporarily and see if the app stays running. If it does, this may indicate that there is an issue with the way CA Strong Authentication is interacting with the web service or with the configuration settings.
• Check the IIS logs to see if there are any error messages or other indicators of what might be causing the application pool to stop. You may need to increase the logging level to get more detailed information.
• Verify that the 2FA web service is configured correctly and that all required dependencies are installed and up to date.
• Check the system event logs to see if there are any other error messages or warnings that might be related to this issue. Event ID 5002 typically indicates that the application pool was stopped due to an error, so it's possible that there are other events that can provide additional information.
• Ensure that the system has enough resources to handle the workload. This includes CPU, memory, and disk space. If the system is running low on resources, it may be unable to keep the application pool running.
• Try restarting the IIS application pool manually and see if it stays running. If it does, this may indicate that there is an issue with the way the 2FA web service is being triggered or with the way it is interacting with the application pool.
• Consider contacting Microsoft support or a qualified IIS expert for additional assistance if you are unable to resolve the issue on your own. They may be able to provide more detailed guidance on how to troubleshoot and fix the issue.