HTTP Error 503. The Service Is Unavailable Due to Incorrect Service Username or Password

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

• Console inaccessible
• Message displayed on Web Page: HTTP Error 503. The service is unavailable

Environment

• App Control Console: All Supported Versions
• IIS Manager: All Supported Versions

Cause

The user account (username and/or password) for the Application Pool is incorrect

Resolution

1. Log in to the application server as the Carbon Black Service Account.
2. Open IIS Manager (Start > Run > inetmgr > Ok)
3. Expand SERVERNAME > left click Application Pools
4. DefaultAppPool

   If the Identity account is set to "ApplicationPoolIdentity" NO change is needed.

   1. Right click DefaultAppPool > Advanced Settings
   2. Find Identity > change to match the Carbon Black Service Account.
5. AppCDownloads (Server 8.10.2 and higher)

   If the Identity account is set to "ApplicationPoolIdentity" NO change is needed.

   1. Right click DefaultAppPool > Advanced Settings
   2. Find Identity > change to match the Carbon Black Service Account.
6. Left click the SERVERNAME > right hand menu > Actions > Restart
7. Verify the Application Pools remain running.
8. Restart the Carbon Black App Control Server and Carbon Black App Control Reporter services.
9. Verify the Console is accessible.