000020696 - Microsoft IIS server crashes under load when working with RSA ClearTrust

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000020696
Applies ToRSA ClearTrust 5.0.1 Authorization Server (AServer)
RSA ClearTrust Agent 3.0.2 for IIS
Microsoft Windows 2000 SP3
IssueMicrosoft IIS server crashes under load when working with RSA ClearTrust
System Event Log EventID: 7031: The World Wide Web Publishing Service service terminated unexpectedly.  It has done this x time(s).  The following corrective action will be taken in 0 milliseconds: No action.
System Event Log EventID: 26: Application popup: inetinfo.exe - Application Error : The instruction at "0x1001c4c7" referenced memory at "0x00000124". The memory could not be "read".
Microsoft Internet Information Services (IIS) server crashes under load or restarts periodically
Web browser displays "Error 500 Internal Server Error"
CauseThe number of synchronous HTTP connections exceeds the number of available memory pools configured for the RSA ClearTrust Web Agent
ResolutionTo correct this issue, increase the value cleartrust.agent.request_pool_size in the webagent.conf file to a size commensurate with the maximum number of expected simultaneous http connections. The default value of cleartrust.agent.request_pool_size is 1000.

This parameter is not present by default in agents older than 3.5. If using RSA ClearTrust Agent 3.0.x, ensure that the agent is patched to the latest hot fix, and add the following text to the ctagent.conf file manually.

# Sets the maximum number of concurrent connections the Agent should handle.
# This should be set to the maximum number handled by all virtual hosts (if
# configured) together. This is NOT the maximum number of requests handled
# by the web server. This number cannot be more than the maximum number
# of file descriptors allowed per process (refer to your operating system
# documentation).
#   This parameter should only be configured in the global section. Do not
#   overwrite inside virtual host declarations.
# Allowed Values:
#   A valid integer.
# Default Value:  1000
WorkaroundThe load on the IIS server has increased, or the customer is running load test software such as loadrunner.
NotesThe memory management in the 4.6 Agent for IIS has been changed so that it allocates by request, and not by session.  This behavior is only present in older agent versions.
Legacy Article IDa18204