000031454 - 503 error - Service Unavailable error while accessing RSA Archer

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Apr 18, 2019
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Article Number000031454
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Web
RSA Version/Condition: 6.X
IssueReceiving 503 errors - service unavailable.  IIS (Application Pool) for Archer site crashes.
Cause3rd party process causing out of memory exception.
  1. CPU spikes in relation to the W3WP process.
  2. Windows Event Viewer has "Warning" level event entries similar to:

Event Type: Warning
Event Source: W3SVC
Event Category: None
Event ID: 1011
Date: Date
Time: Time
User: N/A
Computer: ComputerName
A process serving application pool 'DefaultAppPool' suffered a fatal communication error with the World Wide Web Publishing Service. The process id was '1234'. The data field contains the error number.

Reference following Microsoft KB:

Downloaded Debug Diagnostics Tool and targeted the Archer App Pool.

Engage internal IT resources to review any generated memory dump files and track down what application/service/process is causing the issue.