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Unable to access the web management console of Mobile Security for Enterprise (TMMS)

    • Updated:
    • 28 May 2021
    • Product/Version:
    • Mobile Security For Enterprise 9.8
    • Platform:
Summary

When accessing the TMMS web management console, the web browser displays any of the following errors:

  • "Hmmm... can't reach this page"
  • "Page cannot be displayed"
  • "Page cannot be reached"
 
The error message displayed will differ depending on the browser used.
 
Details
Public

Root Cause & Analysis

The issue happens because of one or combination of the following:

  • The SSL certificate binding on IIS is set to "Not Selected" automatically.

    SSL Bindings

    Click the image to enlarge.

  • A legacy SSL certificate hash property interfering with the current SSL binding, resulting in the correct binding being deleted.

    System Events

    Click the image to enlarge.

  • The IIS configuration files contain Metabase configuration entries that were previously being used by lower versions of IIS and are conflicting with the desired configuration.

Solution

  1. Delete the unwanted/outdated metabase configuration entries from IIS configuration file "applicationHost.config":
    1. Go to "%WINDIR%\system32\inetsrv\config":
       
      Create a backup of the "applicationHost.config" file before proceeding to the next steps.
       

      INETSRV

      Click the image to enlarge.

    2. Open "applicationHost.config" on a text editor (e.g. Notepad).
    3. Look for the <CustomMetaData> section then under the <key path="LM/W3SVC/xxxxx"> sections, delete entries with the following property IDs:
      • <property id="5511"....../>
      • <property id="5506"..... />
       
      Property ID meanings and references:
       

      Below are samples of the entries that should be deleted:
      <property id="5511" dataType="String" userType="1" attributes="Inherit" value="MY" />
      <property id="5506" dataType="Binary" userType="1" attributes="Inherit" value="uDTm2zEWuz+PYHKI6VeoL4XGlgc=" />

    4. After deletion, the section should look like this:
      Desired Output
         
      <key path="LM/W3SVC/200">
      <property id="1018" dataType="DWord" userType="1" attributes="Inherit" value="1" />
      
      </key>
      
  2. Re-configure the desired SSL certificate binding.
  3. Restart IIS website (MDM Web Site) and Mobile Security Management Module service.
  4. The web management console should now be accessible after doing the changes.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000286612
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