1. Support
  2. Knowledge base
  3. 100001601

The error "No accelerator server(s) are available at the moment" occurs attempting to access the Compliance Accelerator or Discovery Accelerator administration site.

Article: 100001601
Last Published: 2023-10-16
Ratings: 1 0
Product(s): Enterprise Vault

Problem

When attempting to access the EVBAAdmin site of an Enterprise Vault (EV) Compliance Accelerator (CA) or Discovery Accelerator (DA) server, the error No accelerator server(s) are available at the moment is displayed in the browser window.

 

Error Message

Cannot connect to server
A problem occurred while retrieving the list of instances from server 'CA_Server'.  The Accelerator service is either not running or the server could not be contacted.
No accelerator server(s) are available at the moment, please try again later.

 

Cause

The creation of CA or DA)customers, including DA's Custodian Manager, and stopping or starting their Customer Background Tasks (CBT) is accomplished by accessing the CA or DA server's EVBAAdmin site as the Vault Service Account.  Several conditions can exist to cause the EVBAAdmin site to not be available. Those conditions include, but are not limited to, the following:

  1. The Enterprise Vault Accelerator Manager Service (EVAMS) is not started on the Accelerator server.
  2. EVAMS is running under an invalid account and/or password. The EVAMS must be running under the EV Vault Service Account's (VSA) identity.
  3. The authentication method for the EVBAAdmin site's virtual directory is set to something other than Windows Integrated Authentication.
  4. CA/DA is installed on the same server as an active Enterprise Vault installation.
  5. The Windows\TEMP and/or ASP.NET Temp folder permissions are not set properly.
  6. Another installed application, such as virus protection (i.e., anti-virus) software, is using TCP Port 8085 and/or 8086.
  7. An environmental restriction prevents the ApplicationPoolIdentity, which is normally used as the Identity under which the EVAcceleratorAppPool runs, to connect to the resources needed to confirm the Enterprise Vault Accelerator Manager Service is running.

 

Solution

 

Before attempting the different solutions below, try accessing the website via IIS to see if the pages are actually accessible. Open IIS Manager | Sites | Default Web Site | EVBAAdmin | Content View. Then Browse the various .aspx pages in the root and other folders to see if direct access to the pages work.

For example:

- \Login.aspx opens the login page. If the login is successful, \Installation\install.aspx is displayed for a new install or \SystemExplorer\SystemExplorer.aspx is displayed when connected to an existing Configuration database.

- \Installation\install.aspx opens the page that specifies the Configuration database information.

- \Installation\License.aspx opens the page to import the license.

- \Installation\Reports.aspx opens the page to upload the Report Templates.

- \Installation\UpgradeConfiguration.aspx opens the page to upgrade the Configuration Database.

- \Configuration\Customer.aspx opens the page that adds a new Customer.

- \Configuration\Server.aspx opens the page that adds a new Server.

- \SystemExplorer\SystemExplorer.aspx opens the page that lists the Servers and Customers.

The same paths and files can be used in a browser. Simply edit the back-slash to a forward-slash. For example:

- http://localhost/EVBAAdmin/Login.aspx opens the login page. If the login is successful, http://localhost/evbaadmin/Installation/install.aspx is displayed for a new install or http://localhost/EVBAAdmin/SystemExplorer/SystemExplorer.aspx is displayed when connected to an existing Configuration database.

- http://localhost/EVBAAdmin/Installation/install.aspx opens the page that specifies the Configuration database information.

- http://localhost/EVBAAdmin/Installation/License.aspx opens the page to import the license.

- http://localhost/EVBAAdmin/Installation/Reports.aspx opens the page to upload the Report Templates.

- http://localhost/EVBAAdmin/Installation/UpgradeConfiguration.aspx opens the page to upgrade the Configuration Database.

- http://localhost/EVBAAdmin/Configuration/Customer.aspx opens the page that adds a new Customer.

- http://localhost/EVBAAdmin/Configuration/Server.aspx opens the page that adds a new Server.

- http://localhost/EVBAAdmin/SystemExplorer/SystemExplorer.aspx opens the page that lists the Servers and Customers.

Note - Not every .aspx page is browsable or shows content. Some may log System.Web.HttpUnhandledException exceptions referencing incorrect syntax or missing parameters, others may be blank. This is expected.

 

SOLUTION #1:

Verify the "Enterprise Vault Accelerator Manager Service" is running, if not, start the service

  1. Open Services.msc.
  2. Locate the Enterprise Vault Accelerator Manager Service.
  3. Right click the service and select Start.

 

SOLUTION #2:

The Enterprise Vault Accelerator Manager Service is running with an invalid account and/or password.

  1. Open Services.msc.
  2. Locate the Enterprise Vault Accelerator Manager Service.
  3. Right click on the service and select Properties.
  4. Open the Log On tab.
  5. Click Browse, then locate and select the VSA.
  6. Type in the password for the VSA.
  7. Restart the service.

 

SOLUTION #3:

Additional authentication is enabled on the EVBAAdmin virtual directory on the Accelerator server other than Windows Integrated Authentication

  1. Open Internet Information Services (IIS).
  2. Navigate through the web sites to locate the EVBAAdmin virtual directory and click on the EVBAAdmin virtual directory.
  3. In the Features View, open Authentication.
  4. Verify ASP.NET Impersonation and Windows Authentication are enabled.
  5. All other authentication methods can be disabled.

 

SOLUTION #4:

If CA/DA is installed on the same server as an active EV installation, it may be necessary to create a new service account for the Enterprise Vault Accelerator Manager Service.

  1. Create a new account in Active Directory for CA/DA (i.e., DAVSA).
  2. Create a new Security Group in Active Directory (i.e., DAAdmin).
  3. Add the Enterprise Vault (EV) and CA/DA service accounts to this group (i.e., EVVSA and DAVSA > DAAdmin).
  4. Change the Log On account on the Enterprise Vault Accelerator Manager Service to the CA/DA service account created in Step 1 (i.e., DAVSA).
  5. Add the CA/DA service account to the Local Administrators group on the EV server.
  6. Add the CA/DA service account in SQL under Security | Logins and apply the sysadmin and dbcreator Server roles.
  7. Restart the Enterprise Vault Accelerator Manager Service.

Note: In solution #4, you will need to use the security group created in step 2 for the Administrator User or Group when creating a new Customer Database.

 

SOLUTION #5: 

Confirm the NTFS permissions on the Windows\TEMP and ASP.NET Temp folders are set properly.

  1. Check if Windows and ASP.NET Temp folder permissions are set correctly as per article HOWTO58694 (see the Related Articles section of this document)

 

SOLUTION #6: 

Confirm no other applications are using TCP Ports 8085 and / or 8086 as these ports are the default ports used by CA and DA.

  1. Open a Command Prompt window on the CA / DA server while logged on with an administrative account (such as the VSA).
  2. Execute the following command: netstat -aon
  3. Review the output of the netstat command for any reference to TCP Port 8085 or 8086. Refer to Figure 1 below for examples used in the following steps.
    1. Look in the Local Address column for any TCP/IP formatted addresses that end with :8085 or :8086 (i.e., 0.0.0.0:8085)
    2. Look in the PID column for the process identifier associated with the application using port 8085 and/or 8086 (i.e., 2628)
    3. Open Task Manager.
    4. Click on the Processes tab.
    5. Click on the PID column to sort the processes by process identifier.
    6. Scroll through the list to find the PID of the application(s) using port 8085 and/or 8086.
    7. Look in the Image Name column of the row for the PID to note the name of the process (i.e., AcceleratorService.exe *32 is for CA or DA).
    8. If the process is anything other than AcceleratorService.exe *32, the application associated with that process is causing the Enterprise Vault Accelerator Manager Service to not start.
  4. If an application is found other than CA or DA to be using port 8085 and / or 8086, either change the port(s) used by that application or change the port(s) used by CA / DA.
    1. To change the port(s) used by the other application, see that application's documentation. If the port cannot be changed and CA/DA is not allowed by local policy to change ports, that other application may need to be uninstalled.
    2. To change the port(s) used by CA/DA, refer to Article 100012427.

Figure 1.  Screen shot of the netstat -aon output for TCP Ports 8085 and 8086 with Windows Task Manager display of associated Process Identifier (PID).

 

SOLUTION #7:

Change the EVAcceleratorAppPool's Identity from the AcceleratorAppPool to the Vault Service Account:

  1. Open IIS Manager.
  2. Expand the IIS Server
  3. Select Application Pools.
  4. Select the EVAcceleratorAppPool.
  5. Click the Advanced Settings... option in the Actions panel.
  6. In the Advanced Settings dialog box that will appear:
    1. Select the Identity line in the Process Model section.
    2. Click the kebab menu (ellipses) to the right of the ApplicationPoolIdentity to open the Application Pool Identity dialog box.
    3. Click the Custom account: radio button.
    4. Click the Set... button to open the Set Credentials dialog box.
    5. In the User name: field, enter the Vault Service Account's login in domain\ID format.  For example, evlab\vsa.
    6. In the Password: field, enter the Vault Service Account's password.
    7. In the Confirm password: field, re-enter the Vault Service Account's password.
    8. Click the OK button to save this change and close the Set Credentials dialog box.
    9. Click the OK button to close the Application Pool Identity dialog box.
    10. Click the OK button to close the Advanced Settings dialog box.
  7. Close IIS Manager.
  8. Open the Services MMC snap-in.
  9. Locate and stop the Enterprise Vault Accelerator Manager Service.
  10. Open an administrative Command Prompt and execute the command: iisreset.
  11. When the command to reset IIS has successfully completed, start the Enterprise Vault Accelerator Manager Service in the Services MMC snap-in.
 

 

Was this content helpful?

Article Languages