Purpose

EMS users upgrade from a previous version and the Admin Console and Web Page are very slow or inaccessible with a 503 error. This also applies to Support Tickets where the User submits a ticket due to their Mailscape Web URL becoming inaccessible.

This may manifest in the following ways:

HTTP 503 errors when attempting to reach the Mailscape dashboard
Unhandled win32 exception in w3wp.exe when launching ENow Management Console
Windows Application Event Logs list w3wp.exe crashes referencing PerfMon64.dll
MailscapeAppPool has Stopped status in IIS Manager

Procedure

Users can Implement this troubleshooting technique for slow loading dashboards or inaccessible dashboards using the following steps:

Navigate to C:\inetpub\wwwroot\Mailscape\MailscapeWeb on the EMS Webserver.
Place the file AppInitLog.Config attached into the location in step 1. The file has already been edited to the required configuration.
Perform an IIS Reset on the Mailscape Webserver after placing the file in the correct location.
Try and navigate to the Mailscape Web Page using the Mailscape URL
Capture the log file from C:\Program Files (x86)\ENow\MailscapeWeb\MailscapeData\LogFiles
Applies to

Any Support ticket or Upgrade situation where the Mailscape Web Site or Mailscape App Pool will not start and the Admin Console and Web Page become inaccessible to the User. The AppInit.log can also be used to troubleshoot slow loading dashboard sites and pages.