Troubleshooting

This topic provides information that can help you troubleshoot issues you may encounter while using the Ensim Unify control panel.

Problem description

Solution

When creating a large number of organizations or users, you get the following error message:

Internal Error: Failed to handle exception
An internal error occurred.

The server is not operational

To resolve this issue, refer to the Microsoft Knowledge Base Article ID 842038 at http://support.microsoft.com/default.aspx?scid=kb;en-us;842038.

When provisioning the Windows Web Hosting service to an organization, you get the following error message:

Application pool identity can not be found

To resolve this issue, you need to perform the following steps:

  1. Log in as the domain administrator to the hosting server used for the Windows Web Hosting service.

  2. Click Start > Run, type regedit, then click OK. The Registry Editor window is displayed.

  3. In the Registry Editor window, expand HKEY_LOCAL_MACHINE > SOFTWARE > Ensim, then click Ensim Unify.

  4. Right-click Ensim Unify, click New, then click String Value.

  5. Rename the String Value as PoolIdCreateUserSleepTime.

  6. Right-click PoolIdCreateUserSleepTime, then click Modify.

  7. In the Edit String window, type 10 in the Value data text box. This value is measured in seconds.

  8. Click OK in the Edit String window, then close the Registry Editor window.

  9. If you have more than one hosting server for the Windows Web Hosting service, repeat the above procedure on each hosting server.

While performing any operation in the control panel, the operation fails and the following error message is displayed in <system_drive>\eTracelogs\PE.log file on the PE server:

Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding.

This error occurs when the operation fails to acquire SQL database table or row locks in the default timeout period of 120 seconds.

To resolve this issue, you need to perform the following steps:

  1. Log in to the PE server as the domain administrator.

  2. Click Start > Run, type regedit, then click OK. The Registry Editor window is displayed.

  3. In the Registry Editor window, expand HKEY_LOCAL_MACHINE > SOFTWARE > Ensim, then click Ensim Unify.

  4. Right-click Ensim Unify, click New, then click String Value.

  5. Rename the String Value as CommandTimeOut.

  6. Right-click CommandTimeOut, then click Modify.

  7. In the Edit String window, specify the maximum command timeout value in seconds. For example, 180.

  8. Click OK in the Edit String window, then close the Registry Editor window.

  9. Stop the Provisioning Engine COM+ service:

    1. Click Start > Programs > Administrative Tools, then click Component Services. The Component Services window is displayed.

    2. In the left navigation bar, expand Console Root > Component Services > Computers > My Computer > COM+ Applications > Provisioning Engine.

    3. Right-click Provisioning Engine, then select Shut down.

  10. Restart the CronJob service by performing the following steps on the PE server, where this service is enabled:

    1. On the PE server, click Start > Run, type services.msc, then click OK. The Services window is displayed.

    2. In the Services window, locate Ensim CronJob Service and check its status.

    3. If the status of Ensim CronJob Service is Started, right-click Ensim CronJob Service, then click Restart.

  11. If you have more than one PE server, repeat the above procedure on each PE server.

The following error message is displayed continuously in the Application Event log section of Event Viewer on the CP server:

The state server has closed an expired TCP/IP connection. The IP address of the client is 127.0.0.1.

To resolve this issue, refer to the Microsoft Knowledge Base Article ID 308097 at http://support.microsoft.com/default.aspx?scid=kb;en-us;308097.

You may receive the message Server Application Unavailable in the following cases:

  • When you import a large number of users.

  • When you view the detailed action log list for more than 1,000 imported users.

To resolve this issue, when importing users, you can start the import process, then change the page that you are viewing in your browser by clicking any other control panel link. You can continue to monitor the status of the import process by clicking reports on the top navigation bar and accessing the action log.

The error message may appear in either a single session or in multiple sessions concurrently performing these tasks.