Troubleshoot the CSM Web Applications

Administrators who have access to the server on which the web applications are installed can use troubleshooting steps to solve issues with these applications.

If the CSM Web Applications are not working, use the following steps to troubleshoot.

  1. Make sure data source setting for both and the CSM Portal and Browser Client is pointing to the correct connection (the default is Cherwell Browser):
    1. Use the Command-Line Configure utility to pass the following command to Overwatch.

      /updateportalsettings /trebuchetdatasource=[Common]CherwellBrowser

    2. Use the Command-Line Configure utility to pass the following command to Overwatch.

      /updatebrowserclientsettings /trebuchetdatasource=[Common]CherwellBrowser

  2. Make sure the Browser Client connection is using SQL Authentication or domain account permissions have been set up appropriately:
    1. If SQL is installed on same machine as IIS, Users can give the IUSR_<machineName> account rights to the SQL server database.
    2. If SQL is not installed on the same machine as IIS, Users have to create a domain account, give that account rights to the SQL server database and also set up the application in IIS to use that account. In addition, Users must give that account rights to the directory (and subdirectories) where the Browser applications are installed.
  3. Make sure IIS is set up for Anonymous Access. If desired, enable Integrated Windows Authentication:
    1. Go into IIS. On the left is the Internet Information Services tree. Expand the Web Sites node and then the Default Web Site node underneath. Find the folder for the Browser application.
      • In IIS-7 (Windows Server 2008), click the application in the left-hand pane, then double-click Authentication in the IIS section of the features view on the right. If Anonymous Authentication is not enabled, select it, then click Enable in the far right Actions pane. Do the same thing for Windows Authentication if desired. Note that, if Windows Authentication does not appear, you might need to go the Server Manager to install the feature.
  4. Consider the Browser being used (only if you are using Windows Authentication):
    • Firefox cannot pass Windows credentials properly unless you install their plug-in. Try Internet Explorer and see if this works.
  5. Verify that the supported version of ASP.NET is registered in the Windows Registry.