Upgrade: Console: The Service is Unavailable - Cannot launch AirWatch Admin Console

 Error/Symptom

This error is observed on the browser when you try to access the Admin Console of AirWatch, when leveraging an On Premise Instance of AirWatch.

The exact error that would be displayed in the browser is as below.

Service Unavailable               

HTTP Error 503: The service is unavailable

The error in the Verbosed Web Console logs is as below.

016/06/25 16:09:11.221 DS 00000000-0000-0000-0000-000000000000 [0000000-0000000]   (18)  Error LoginPortableArea.Controllers.LoginController *** EXCEPTION ***

System.Data.SqlClient.SqlException: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)

   at System.Data.SqlClient.SqlInternalConnection.OnError(SqlException exception, Boolean breakConnection, Action`1 wrapCloseInAction)

   at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj, Boolean callerHasConnectionLock, Boolean asyncClose)

   at System.Data.SqlClient.TdsParser.Connect(ServerInfo serverInfo, SqlInternalConnectionTds connHandler, Boolean ignoreSniOpenTimeout, Int64 timerExpire, Boolean encrypt, Boolean trustServerCert, Boolean integratedSecurity, Boolean withFailover)

   at System.Data.SqlClient.SqlInternalConnectionTds.AttemptOneLogin(ServerInfo serverInfo, String newPassword, SecureString newSecurePassword, Boolean ignoreSniOpenTimeout, TimeoutTimer timeout, Boolean withFailover)

 

Cause

This error is caused because of many reasons

  1. The SQL Server where the AirWatch Database is located does not have the SQL Services started.
  2. The Admin Console Server has IIS stopped. This can be because of the IIS Admin Service being stopped.
  3. The Admin Console Server has the AirWatch App Pool stopped.

 

Resolution

  1. Ensure that the MS SQL Server service on the database is started.
  2. Ensure that IIS is started and running on the Admin Console Server.
  3. Ensure that the AirWatch App Pool is started.

The image below shows the MSSQLServer Service on the server where the AirWatch Database is located. 

1.png

 

The image below shows the AirWatch App Pool that needs to be started. This can be found within IIS on the server where the AirWatch Console is installed.

 

2.png

 

Note:

Although you have these in place and still you cannot launch the Admin Console of AirWatch using a browser. Then there could be a different error. It is to be investigated and troubleshot accordingly. To Verbose the Web Console Logs navigate to the Admin Console of AirWatch and enable Verbose Logging for the Admin Console.

The image below shows the setting that can help verbose the logs. To do this, we would need administrator access to the Global Organization Group. 

3.png

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