Could not find Data Management Service on Server and IIS is not running as a def

[Robert_Benjamins]

Hello,

Last Friday our vault server updated to the windows 10 fall creators update.
Now we can’t access the vault.
It gives ‘Vault Basic 2018 could not find the Data Management Services on <server name>’ as an error-message.
When I try to backup the vault, ADMS gives the error ‘Failure calling web services on 'http://server-2015/'. See log for details..’
In the IIS Manager I can see that AutodeskDMPool and AutodeskFSPool are stopped. I don’t know if they must be running. If I force them to run, they will stop again immediately.
I’ve tried disabling the firewall and McAfee Total protection.
When I try to do a repair there is a message ‘IIS is not running as a default web server’
When I run the server diagnostic tools it finds no problems
I guess it has something to do with IIS.
Does anyone have an idea how to fix the problem?

If you need any kind of log-file or screenshot, please let me know.

Kind regards,

Robert Benjamins

[cbenner]

@Robert_Benjamins

This sounds eerily familiar.  I think this might be exactly what I ran into about a month ago.  I'm no IT expert so the best explanation I can offer is that this Windows update wiped out some security settings, and for lack of a better explanation the computer no longer had rights to see the ADMS.

I'm going to tag in my friend @Mark.Lancaster from Synergis, whose colleague helped walk me through this.  If it IS the same issue they might be able to offer some advice?  Mark?

[Mark.Lancaster]

@Robert_Benjamins

Here's what I do..  Run the Vault server diagnostic tool (located in your Windows start menu).  Does any errors appear?  If ones appears, it should link what information needed for attention.   One more thing.. Did you backup your Vault before upgrading to Windows 10?

Thanks @cbenner for looping me in..

[Robert_Benjamins]

Hello Chris, Mark,

Thanks for your help.
I’ve run the diagnostic tool and it gives no problems.(see attachment)
I have a backup, but it’s almost a week old. Backing up in the weekend, but the windows-update happened on Friday. 😞
All the inventor files are also stored local on the computers, so we can restore it, but it take a lot of work to reinstall the server and  than we get a lot of errors about local files being newer than the files in the vault,  etc.
The server was running on windows 10 creators update and is now running the ‘fail creators update’
I hope there is a magic-trick, something simple like changing permission or editing a config file, that will bring back access to the vault.

Kind regards,

Robert Benjamins

[rtowne72]

Robert-

Have you reviewed the IIS Logs to see if there is an error code that can help diagnose?  On the ADMS server find where the iislogfile is stored (usually %systemdrive%\inetpub\logs\LogFiles\W3SVC1)  This logfile could show blocked transmission possibly a firewall that is blocking something since the upgrade.  Also check the SQL logs for blocked ports.

Inside the IIS  logfile you will see lines that give details of connections to the IIS server (graphic below). 

The data is like this per line:

Date

Time

Answering Webserver IP address (127.0.0.1 and 192.168.10.232 shown)

What is being asked/done and location (below all show POST)

what protocol/port (below show 80/http)

requesting client IP address (127.0.0.1 is localhost, also shown is 192.168.20.12)

HTTP code (200 which is OK in this case, see below link if you show other codes for explanation)

last group of number is Ms to complete

List of HTTP Codes Here: https://www.w3schools.com/tags/ref_httpmessages.asp

Hope this helps track down what is preventing the communication.

Thanks,

Rob Towne

[Robert_Benjamins]

Hello Rob,

I’ve attached the log-files.
In the IIS-log I can’t find the 127.0.0.1 address .
On the vault server, I can’t find localhost. If I type ‘localhost’ in the address-bar it gives ‘HTTP Error 503. The service is unavailable’
From information I found on the internet, I should go to the IIS-default webpage if I type localhost on the server. Maybe we must look in this direction to fix the problem.

In the SQL-log there is one error:
Failed to verify Authenticode signature on DLL 'c:\Program Files (x86)\Microsoft SQL Server\MSSQL11.AUTODESKVAULT\MSSQL\Binn\ftimport.dll'.

Kind regards,

Robert Benjamins

[rtowne72]

Robert-

Thank you for the logfiles they are a help.

I see that IPV6 is being used, I suggest disabling IPV6 to see if that solves the issues.  Since the IIS logfile is using ::1 as the localhost it is giving a 200-OK code, but I have found IPV6 messes with vault communications especially when IPv4 is expected.

Check with your IT team to have IPV6 disabled on the servers, I have disabled on mine and it did solve an issue I ran across when upgrading to 2016 two years ago.  Here is an article if you want to tackle it yourself:  https://support.microsoft.com/en-us/help/929852/how-to-disable-ipv6-or-its-components-in-windows

Thanks,

Rob Towne

[Robert_Benjamins]

Hello Rob,

Switching off IP6 with the link you provided, did not solve our problems. 😞

I have one evening and one morning to solve the problem.

If nothing works, I will do a clean install, tomorrow afternoon. I hope that will work.

Kind regards,

Robert Benjamins

[Jason.Courtemanche · Accepted solution]

Hi @Robert_Benjamins,

It was nice speaking with you today. Just to recap we were able to resolve the issues with the IIS app pools not starting and HTTP page error 503 by following these steps. 

1. Go to the drive your IIS is installed on, eg. C:\inetpub\temp\appPools\
2. Delete the directory (or virtual directory) with the same name as your app pool
3. Recycle/Start your app pool again

**Check to make sure all Vault IIS modules are installed

If there are any issues with IIS the ADMS Console will not start. Test IIS by making sure you can get to the default IIS web page at http://localhost and that you can get one of the Vault API pages to display by going to http://localhost/AutodeskDM/Services/InformationService.svc

Regards,

Jason