000038143 - Unable to export the record in RSA Archer

Document created by RSA Customer Support Employee on May 6, 2020
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Article Number000038143
Applies ToRSA Product Set: RSA Archer
RSA Product/Service Type: RSA Archer (On-Premise)/ User Interface, Records, Reports
RSA Version/Condition: 6.x
Platform: Windows Server 2012 R2/ Windows Server 2016
 
IssueThis issue occurs when a user is exporting a record in Archer and the user will get an error "An error has occurred during the export process. The export file cannot be completed. Contact your system administrator". 

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Neither Archer logs nor Windows logs showed any error. 
Cause

Typically this issue occurs when ALL the Archer Services such as RSA Archer Configuration, RSA Archer Job Engine, RSA Archer Queuing, etc, are running with a different account like "Local System" (for a single host)/ Service Account (for multi-host) account but the Archer Application Pool is running with the "Application Pool Identity" account.

Resolution

To resolve the issue:



The Account running the services should also be used as the application pool identity.
  1. \Login to the Internet Information Services (IIS) Manager
  2. Go to the Archer Application Pool and check the account under the "Identity" column.
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  3. Right-click on the Archer Application Pool and go to the Advanced Settings.
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  4. Then under Identity section, you will need to change the "Application Pool Identity"  to match the account running the RSA Archer services.
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  5. Then click OK.
  6. Restart the IIS service using the command line.
  7. Open a command prompt and run it as Administrator (Start->Run->Type CMD and press enter).
  8. Type IISRESET and press enter

  • Notes

    • Local system account is used with the Single host environment [Web server and Service server are on the same server] and this is usually for Test/ Development environment.
    • Service account is used with the Multi-host environment [Web server and Service server are on the separate server]..
    • For more information about the minimum privileges the service account running the RSA Archer Services and the RSA Archer Application pool, check out the Knowledge Base Article 000031903 [What are the minimum privileges the service account must have in RSA Archer]:
        https://community.rsa.com/docs/DOC-45787

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