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App Control: Web Console Pages Fail Due 500 Internal Server Error

App Control: Web Console Pages Fail Due 500 Internal Server Error

Environment

App Control Server: All Supported Versions
IIS Web Server: All Supported Versions

Symptoms

  • Web console pages fail to load with errors:
    500 - Internal server error
    The service is unavailable
  • IIS logs show GET requests with 500 status:
    2022-11-15 03:43:12 10.11.12.13 GET /hostpkg/pkg.php pkg=configlistwithdeleteditems.xml.egk 443 - 10.22.33.44 Bit9+Parity - 500 0 64 81986
    2022-11-15 03:43:12 10.11.12.13 GET /hostpkg/pkg.php pkg=ParityHostAgent.msi 443 - 10.22.33.44 Bit9+Parity - 500 0 64 41986

Cause

This is caused by too many incoming download requests causing App Control server performance degradation and IIS DefaultAppPool failures

Resolution

Setup an alternative IIS application pool for file downloads with these steps:

  1. Open IIS manager (inetmgr) > Expand the web server name in the left menu options
  2. From the left menu right-click on "Application Pools" > Add Application Pool
  3. Type in Name: Hostpkg (or another preferred one)
  4. Leave the other values at defaults
  5. Next, in the list of Application Pools > right-click the newly created "Hostpkg" one > Open Advanced Setting
  6. In the Advanced Settings scroll down and update the following:
  7. Identity: <Use the App Control service account>
  8. PrivateMemoryLimit: <We recommend a value between 1024000 to 3072000 KB>
  9. From the left menu > Expand Sites > Parity Console Web
  10. Right-click the "Hostpkg" folder > Convert to Application
  11. Within the "Add Application" window > Click the Select button > Change the Application Pool to use the "Hostpkg" one > OK
  12. Restart the IIS web server from the Actions menu or from CMD with iisreset

Additional Notes

There is an engineering project to resolve the App Control server performance degradation tracked as EP-16914

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Creation Date:
‎11-17-2022
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