000029359 - EnVision 4 sp1 patch 6: "NIC" webserver is hung in starting state

Document created by RSA Customer Support Employee on Jun 15, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000029359
Applies ToRSA Product Set: enVision
RSA Product/Service Type: enVision Core
RSA Version/Condition: 4.1 SP1 patch 6
Platform: Windows
Platform (Other): 2008
IssueThe enVision NIC WebServer process is stuck in a starting state, and adminstrators are unable to access the GUI

CauseWhile there may be other causes, this problem is primarily seen when a scheduled report is set to run or is running, but the administrator who created the report is no longer associated with enVision.
ResolutionLog onto the AServer as the MASTER account and perform the following:
1. CD %_envision%\database\cmd
2. run the command StartISQL 

a.   Sa_locks >execute 
b. Go into Services and disable the NIC_WebServer
c. From the task manager, end the process for NIC_WebServer
d. rename pi_webserver.log to anything else, the system will create a new version.
e. Go back into the StartISQL and execute the following sql command:

update schedulereventsusers set username = 'administrator' where username NOT IN (select name from normal_user) > Execute 
NOTE: Execute is a return

3. Now go back to the services and toggle the service back to manual.
The service will go back to starting, but this time it will work.