Troubleshooting the ISAPI Redirector

This article will help you troubleshoot issues with ISAPI redirector.

In some cases, the ISAPI redirector may not work after it is installed for the first time. Although the troubleshooting steps below are not comprehensive, they target many of the typical issues that prevent the ISAPI redirection from functioning properly. After you complete a troubleshooting task, restart the IIS service and then test the redirector again (to enable error tracking, ensure that web site activity is being logged).

Note: The troubleshooting steps below assume that your worker_mount_file setting points to an unmodified copy of the file. Results may be misleading if worker_mount_file points to a modified file. It is also assumed that the "/alarmpoint/" context works correctly if you access xMatters directly.

Troubleshooting Steps

To ensure that the ISAPI redirector is configured properly:

  1. Start the World Wide Web Publishing Service and xMatters.
  2. Check for the presence of the ISAPI redirector log file specified in the log_file setting; if the log file cannot be found:   
    • Check the "executable" specified for the filter in the IIS Management Console and ensure the path is correct.
    • Check the spelling of the HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Jakarta Isapi Redirector\1.0 key. Although case is not important, an incorrect letter prevents the isapi_redirect.dll from finding its registry settings.
    • Check the log_file setting for typos, name and data, and ensure that the directory in which the log file will appear already exists.

NOTE: If all of latter items are correctly configured, the ISAPI redirector should be able to create the log file.

  1. Check the ISAPI filter that was added and ensure its status displays a green upward-pointing arrow; if it does not display this status:
    • Check the worker_file setting for typos, name and data
    • Check the worker_mount_file setting typos, name and data

NOTE: If all of the latter items are correctly configured, the green upward-pointing arrow should appear, even if the other settings are incorrect.

  1. Open the URL http://localhost:8888/xmatters/ in a web browser. If the page fails to appear, examine the last line in the IIS server log file found in SYSTEM32/LogFiles/W3SVC1. The last line should be similar to the following:
 GET "/jakarta/isapi_redirect.dll" HTTP1.1 200  

The "200" indicates that the ISAPI redirector recognizes that it should handle the request. If you see another number, there is an HTTP error:

  • Code 404 (i.e., GET "/..." HTTP1.1 404) indicates that the URL has been specified incorrectly
  • Code 500 (i.e., GET "/..." HTTP1.1 500) indicates you should:  
    • Ensure the virtual directory called jakarta was created
    • Ensure that the extension_uri setting is correct
    • Check the file to ensure that the port setting for worker.alarmpoint.portis the same as the port specified in the jetty-ajp.xml (default is 8899).
  • Code 403 (i.e., GET "/..." HTTP1.1 403) indicates that you should ensure that you have selected Execute Access for the Jakarta virtual directory in the Advanced Options of the Personal Web Manager.

NOTE: If all of the latter settings are correctly configured, the login page should appear in your browser.

Additional Troubleshooting Steps

To ensure that IIS is working properly, use the following steps to troubleshoot your deployment:

  1. In IIS, open the site's Properties page and click the Home Directory tab. Confirm that the path for the website is valid.
  2. Ensure that there is a default HTML page in the specified directory and add it to the default start pages. (On the site's Properties page, click the Documents tab and select the Enable Default Content option.)
  3. Click the Web Site tab, and ensure that the specified port is correct.
  4. Stop the site, and then restart it.
  5. Using a web browser, navigate to the site's URL.
  6. If you cannot access the page, the problem may not be with the redirector; check the permissions settings in IIS and on the machine itself.

If a security setting stops Jakarta from loading:

  1. If the Jakarta ISAPI filter will not load, open the web site's Properties page, and then click the Directory Security tab.
  2. In the Authentication and Access Control area, click Edit.
  3. Ensure that Enable Anonymous Access is selected.
  4. Clear the Integrated Windows Authentication option.
  5. Stop and restart the web site, and then check the status of the Jakarta ISAPI filter.

xMatters Reference

JDN-1310 Originally created by Don Clark

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