Troubleshooting Application Server Installations Using IIS

If you are unable to log in to any CSM Client using an HTTP or HTTPS server connection, follow these troubleshooting steps.

Verify the Server Installation

  1. Open the Cherwell Server Manager, and then select Application Server from the Server list.
    1. If the Cherwell Server Manager is started in IIS, Browser application found is shown on the dialog box.

      [variable here] Server Manager: Restart Server

    2. Select Configure.
    3. Select the Connection ellipsis icon.

      [variable here] Server Manager: Server Configuration

    4. Select a connection, and then select Edit.
    5. Step through Connection Wizard by selecting Next. Do not change any options.
    6. On the summary page, select Test Connection.

      If the connection fails, the issue is with the database connection and not IIS.

      Connection Wizard: Test Connection Summary page

  2. Cancel the test connection and close the Connection Wizard.

Verify Port and Security Settings

  1. Open the Cherwell Server Manager, and then select Application Server from the Server list.
    1. Select Configure.
    2. Verify these settings:
      • Port: Defaults ports are 80 for HTTP or 443 for HTTPS. (HTTPS should be used for all production environments.)
      • Security Mode: Encrypted must selected for environments using HTTPS.
      • Sever Certificate: If this field is not auto-populated, select the ellipsis icon to browse and select the certificate.
  2. Select the Connection ellipsis icon.
  3. Select Add.

    Do not use an existing connection to test, as this can cause issues.

  4. Select these options in the Connection Wizard:
    1. Connection Type: Select Connect to Cherwell Server.
    2. Server Location: Provide the URL to the server being used. For example,
    3. Connection Name: Provide a name and description.
    4. Select Test connection.

If the test connection succeeds, CSM and IIS are configured correctly. You can cancel the test connection.

Verify that Windows Features are Enabled on the IIS Server

Verify that HTTP activation features are enabled for the IIS server that will be used with CSM. See Configure IIS for CSM.

Verify Application Pool (AppPool) Settings in IIS

  1. Open IIS.
  2. Expand the Connections tree to verify the CherwellAppServer is listed as a site.

    IIS Connections: Application Server

  3. Select Application Pools in the Connections Tree.
  4. Verify that the CherwellAppServer Identity field is ApplicationPoolIdentity or a domain account.

    IIS Connections: App Server Identity

Verify Application Pool (AppPool) Settings for the Folder

  1. On the IIS server, navigate to Application Server installation directory. The default location is C:\Program Files\Cherwell Service Management\Cherwell Application Server.
  2. Right-click inside the directory, and then select Properties.
  3. Select the Security tab, and then select Edit.
  4. On the Permissions tab, select Add, and then select Locations.
  5. Select the server name from the Locations dialog.

  6. Select OK.
  7. On the Select Users or Groups dialog, enter iis AppPool\CherwellAppServer in the Object Names box, and then select Check Names.

  8. Select OK.
  9. On the Permissions page, select CherwellAppServer, and then select the Allow check box for all permissions.

  10. Select OK.

Verify the Application Server Connection Using a URL

In a browser, navigate to this address:


Use HTTPS or HTTP in the URL based on your environment's security protocols.

A web page should open that shows Service. If this does not happen, contact Cherwell Support.