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"Service Unavailable" error when accessing the PortalProtect or Worry-Free Business Security (WFBS) console

    • Updated:
    • 6 Apr 2020
    • Product/Version:
    • Portalprotect 2.5
    • Worry-Free Business Security Advanced 9.5
    • Platform:
    • N/A N/A
Summary

The following error may appear when opening the product console:

Service Unavailable
HTTP Error 503. The service is unavailable
Smart Scan Unavailable

Error 503 is a non-customizable error, which means that the server is currently unable to process the request.

Details
Public

There are instances when the Application Pool unexpectedly stops and does not restart automatically. As a result, you will get the "503: Service Unavailable error".

To resolve the issue, do either of the following:

Option I:

  1. Click Start > Run.
  2. Enter "cmd" and click OK.
  3. From the command prompt, enter the following command to start the application pool: 

    %windir%\system32\inetsrv\appcmd start apppool OsceAppPool

Option II:

  1. Open the Internet Information Services (IIS) Manager.
  2. Go to Application Pool.
  3. Start OsceAppPool.
  4. Click Advanced Settings.

  5. Make sure that Start Automatically is set to True.

If the procedures fail, send the following to Trend Micro Technical Support:

  • CDT log generated on the server
  • Copy of the IIS log
  • Copy of %windir%\system32\LogFiles\HTTPERR\httperrx.log
  • If you are using IIS 7: ..\Inetpub\wwwroot\logfiles\W3SVCnumber\exyymmdd.log

    where:

    • "number" = the site ID for the OfficeScan website
    • "yymmdd" = the date the log file is created or modified.
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Rating:
Category:
Troubleshoot
Solution Id:
1055812
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