Back in January, we upgraded our Cherwell instance to 9.5.1. We were on 9.1. Initially everything seemed to go Ok. But after about 24 hrs or so, the Portal seems to lose its connection to the Service catalog. It will still load and surface, and other links such as to the calendar or My Requests still work fine from the home page. But when we select the Service Catalog we get the grey screen...forever. The only way to fix this and get back up and running is to:
1) Restart IIS
2) Highlight Cherwell Portal from IIS
3) Select Browse port 443 on the far right of IIS screen
The portal surfaces and asks for credentials. I put them in and hrs or so.
Support has not been able to help in any meaningful way, they have tried.
Any tips would be appreciated.
mikhen7The portal surfaces and asks for credentials. I put them in and hrs or so.
We found that if you manually enter credentials the portal works fine. If you use the Windows Login on the login popup or use a url with winlogin, one-steps or other actions can take multiple minutes, sometimes timing out completely. Same as you, support has not been able to address the issue. They tried some redirects and rewrites in IIS but nothing worked. This is an issue in 9.4+.
Thank you for the reply Dave. I sure do hope they find the issue. I will test the manual entering of credentials the next time the portal greys out. I will also report back on my findings. So, one other question, we are using winlogon in the url to automatically log the users in. If the manually entering in of credentials works, has that become a policy for your company for all users? i.e., they must use credentials?
I stopped IIS on the test portal and restarted. I then went to the portal in a new browser to see if restarting alone would create the grey screen. It did. So I tried logging in with credentials. Login was accepted, but selecting the Service Catalog produced the grey screen again. It seems the only way to fix, at least for us, is to follow the process I outlined in OP.
One more thing, could anyone give a good reason why this scenario works for 24 hours before it breaks again? Maybe the answer lies somewhere in this?? Just a thought. I will research.