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InterScan Web Security Virtual Appliance (IWSVA) web console shows HTTP Status 500

    • Updated:
    • 2 Feb 2016
    • Product/Version:
    • InterScan Web Security Virtual Appliance 5.6
    • InterScan Web Security Virtual Appliance 6.0
    • InterScan Web Security Virtual Appliance 6.5
    • Platform:
    • Linux - Red Hat RHEL 4 64-bit
Summary

When you log in to the IWSVA web console, and click on any tab or link, HTTP Status 500 appears with the following description:

The server encountered an internal error () that prevented it from fulfilling this request.

HTTP Status 500 on IWSVA console

Click image to enlarge.

Details
Public

There are many possible causes to the issue. But definitely, HTTP 500 results when accessing the web console if the service or daemon is not responding accordingly. It may be due to box overloading or to 100% HD usage.

To resolve this issue, refer to the following depending on the scenario you are experiencing:

Before proceeding to the steps below, restart IWSVA components to check if the issue still persists. If yes, do the following:

  1. Log in to the IWSVA shell using root account.
  2. Run the following command:

    /usr/iwss/rcIwss restart

This will clear the shared memory area and reinitialize the Tomcat.

  1. Log in to the IWSVA shell using root account.
  2. Verify the disk usage by running the “df –h” command.
  3. Check if there is any partition at 100% usage.
    Normally, for this type of error, the /usr partition is the one with 100% usage. Hence, the Tomcat is not working properly.
  4. Find out what directory and files consume a lot of disk space under /usr partition using this command:

    du -h --max-depth=1 /usr

  5. Go to the subdirectory that occupies most of the disk space and type the "du -h --max-depth=1" command. Run the command again until you reach the subdirectory that consumes most of the disk space.
    If the largest directory which is consuming a lot of disk space is /usr/iwss/commonldap, do the following:
    1. Stop AuthDaemon by running this command:

      /usr/iwss/S99ISAuthDaemon stop

    2. Delete the LDAP cache files by running this command:

      /etc/iscan/commonldap/*.db

    3. Set the value of keep_ldapcache_num to “1”.
      1. Type vi “/etc/iscan/commonldap/LdapSyncTool.sh”.
      2. Look for “keep_ldapcache_num=” and set the value to “1”.
      3. Save the file.

      By default, the value of “keep_ldapcache_num” is “3”. When running “su – iscan –c /etc/iscan/commonldap/LdapSyncTool.sh” manually from the IWSVA shell, the old Ldapcache files, except the latest three (3) files, and the .LastSyncTime are either deleted or updated. Setting “keep_ldapcache_num” to “1” will only exclude the latest ldapcache file.

    4. Start the AuthDaemon by running this command:

      /usr/iwss/S99ISAuthDaemon start

    5. Sync the LDAP again by running:

      /etc/iscan/commonldap/LdapSyncTool.sh

    6. Check if the disk space has already free space, and then restart the GUI:

      /usr/iwss/S99IScanHttpd restart

    If the /usr/iwss/commonldap is not the one that is consuming a lot of disk space, generate CDT logs for IWSVA and contact Trend Micro Technical Support.

  6. Access the web console again.

If the issue persists, generate CDT logs for IWSVA and contact Trend Micro Technical Support.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1098018
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