RWW - Service unavailable

Discussion in 'Windows Small Business Server' started by Dabbler, Aug 29, 2007.

  1. Dabbler

    Dabbler Guest

    When trying to connect to my client's server remotely sometimes they get
    "Service Unavailable" in black letters on an otherwise empty web page. This
    invariably happens after the last person has left the office and the CEO
    wants to do some work from home. If we reboot the server all is well again.
    Does anyone have an idea of what might be causing this?

    SBS 2003 Standard, dynamic IP using DynDNS, 1 NIC, Watchguard Firebox.

    Thanks
     
    Dabbler, Aug 29, 2007
    #1
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  2. Hello Customer,

    Thank you for posting here.

    From your post, I understand that sometimes when users try to visit RWW,
    error message "Service Unavailable" is received. After rebooting the
    server, the issue disappeared. If I have misunderstood your concern, please
    feel free to correct me.

    Since the issue happens intermittently, the troubleshooting can be
    time-consuming. If the issue is urgent to your business, it is recommended
    that you contact Microsoft Customer Support Services (CSS) via telephone so
    that a dedicated Support Professional can assist you recover the server in
    a more efficient manner. Please be advised that contacting phone support
    will be a charged call.

    For a complete list of Microsoft Customer Support Services phone numbers
    and information about support costs, visit the following Microsoft Web
    site:
    http://support.microsoft.com/default.aspx?scid=fh;[LN];CNTACTMS

    If you would like to continue the troubleshooting via Newsgroup, let's move
    on.

    Firstly, I suggest you re-run CEICW and ensure RWW is published:

    How to configure Internet access in Windows Small Business Server 2003
    http://support.microsoft.com/kb/825763/en-us

    Please also prepare a clean boot environment on the SBS server and check if
    the issue occurs:

    Prepare a Clean Boot environment.
    =================
    1. Click Start and Click Run, and in the "Open" line, type in "MSCONFIG"
    (without the quotation marks) and click OK.
    2. Under the Service tab, check "Hide All Microsoft Services", and then
    click "Disable All" button. In this way, we can disable all the services
    which belong to third-party programs.
    3. Under the Startup tab, click "Disable All" button.

    4. Click OK.
    5. Choose Yes to restart the computer.
    6. Check "Don't show this message or launch the system configuration
    utility when Windows starts".
    7. Please check if the issue persists.

    NOTE: We can check on Normal Startup in the General tab to roll back to
    Normal Mode after we get this issue resolved.

    If the issue persists, before we go any further, please let me know the
    following information:

    1. You mentioned that the issue invariably happens after the last person
    leaves the office. I would to confirm that did the issue occur immediately
    after the person left the office? What did the person do before he left the
    office? Did he do anything to the server or network devices?

    2. When is the error received? Accessing RWW? After logging on RWW? Or when
    connecting to a computer on RWW page?

    3. Will the issue be self-resolved later? Does it never work again until
    the server is rebooted?

    4. After the issue occurred, if visit RWW from an internal workstation,
    what is the result? In addition, if visit RWW on the server, does it work?

    5. Can other website be visited? Such as OWA, default site and companyweb.

    6. Does the issue happen for all the users or only for the CEO?

    Please also help me gather following information:

    1. Please help me capture screenshots of all error messages you encountered
    and send them to :

    To capture the image, we can perform the steps below:

    (a) When the error message appears, press the Print Screen key several
    times (this key is located to the right of the F12 key on the keyboard)

    (b) Open Paint ['start' => 'All Programs' => 'Accessories' => 'Paint'].

    (c) Click Edit (menu) -> Paste or press Ctrl + V.

    (d) Click File (menu) -> Save. Save it as a .jpg or .gif file and send it
    to me as an attachment.

    2. Please help me gather IIS log and Metabase to me for further analysis,
    send to me: with the subject in the newsgroup:

    1). Install MBExplorer by installing IIS 6 Resource Kit Tools:
    http://www.microsoft.com/downloads/details.aspx?FamilyId=56FC92EE-A71A-4C73-
    B628-ADE629C89499&displaylang=en
    2). Once it is installed, access it from Start, Programs, IIS Resources,
    Metabase Explorer.
    3). In the left pane, right click ''LM'' (under your server computer name)
    to choose ''Export to file'', and then save it as IIS.mbk.
    4). Compress this mbk file and send it to me for analysis. Please let me
    know the password if you set on this iis mbk file.

    Please collect the IIS log on SBS Server so that I can perform further
    research:

    1). On the Serves, open IIS MMC, right click Default Web Site and then
    click Properties.
    2). Click Website tab and then check Enable logging.
    3). Stop the Default Website and RENAME the existing IIS log files under
    C:\WINDOWS\system32\LogFiles\W3SVC1.
    4). Restart the Default Website and reproduce the problem, which will
    generate new IIS log file with the exact error.
    5). Wait for a while so that IIS Log can be synced. And then go to the
    following folder on Exchange Server: C:\WINDOWS\system32\LogFiles\W3SVC1.
    6). Send me the log files to my working email address
    . And please let me know the alias of the user who
    encountered the issue.

    3. Please download the MPS Report tool from the following link and run it
    on the SBS server, then send the generated CAB file to my mailbox
    for further investigation so that we can find what
    the root cause is:

    NOTE: Please do it when the issue occurs and before the reboot.

    http://download.microsoft.com/download/b/b/1/bb139fcb-4aac-4fe5-a579-30b0bd9
    15706/MPSRPT_NETWORK.EXE

    For your information:
    http://www.microsoft.com/downloads/details.aspx?FamilyId=CEBF3C7C-7CA5-408F-
    88B7-F9C79B7306C0&displaylang=en

    Please try the above steps at your earliest convenience. If you have any
    concern, please feel free to let me know.

    Best regards,

    Manfred Zhuang(MSFT)
    Microsoft Online Newsgroup Support

    Get Secure! - www.microsoft.com/security

    =====================================================
    This newsgroup only focuses on SBS technical issues. If you have issues
    regarding other Microsoft products, you'd better post in the corresponding
    newsgroups so that they can be resolved in an efficient and timely manner.
    You can locate the newsgroup here:
    http://www.microsoft.com/communities/newsgroups/en-us/default.aspx

    When opening a new thread via the web interface, we recommend you check the
    "Notify me of replies" box to receive e-mail notifications when there are
    any updates in your thread. When responding to posts via your newsreader,
    please "Reply to Group" so that others may learn and benefit from your
    issue.

    Microsoft engineers can only focus on one issue per thread. Although we
    provide other information for your reference, we recommend you post
    different incidents in different threads to keep the thread clean. In doing
    so, it will ensure your issues are resolved in a timely manner.

    For urgent issues, you may want to contact Microsoft CSS directly. Please
    check http://support.microsoft.com for regional support phone numbers.

    Any input or comments in this thread are highly appreciated.
    =====================================================

    This posting is provided "AS IS" with no warranties, and confers no rights.
    --------------------
    | Thread-Topic: RWW - Service unavailable
    | thread-index: AcfqSD6rqeaXhLY6SIGO900OqPYqtA==
    | X-WBNR-Posting-Host: 207.46.19.197
    | From: =?Utf-8?B?RGFiYmxlcg==?= <>
    | Subject: RWW - Service unavailable
    | Date: Wed, 29 Aug 2007 07:24:01 -0700
    | Lines: 9
    | Message-ID: <>
    | MIME-Version: 1.0
    | Content-Type: text/plain;
    | charset="Utf-8"
    | Content-Transfer-Encoding: 7bit
    | X-Newsreader: Microsoft CDO for Windows 2000
    | Content-Class: urn:content-classes:message
    | Importance: normal
    | Priority: normal
    | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.2826
    | Newsgroups: microsoft.public.windows.server.sbs
    | Path: TK2MSFTNGHUB02.phx.gbl
    | Xref: TK2MSFTNGHUB02.phx.gbl microsoft.public.windows.server.sbs:59440
    | NNTP-Posting-Host: tk2msftsbfm01.phx.gbl 10.40.244.148
    | X-Tomcat-NG: microsoft.public.windows.server.sbs
    |
    | When trying to connect to my client's server remotely sometimes they get
    | "Service Unavailable" in black letters on an otherwise empty web page.
    This
    | invariably happens after the last person has left the office and the CEO
    | wants to do some work from home. If we reboot the server all is well
    again.
    | Does anyone have an idea of what might be causing this?
    |
    | SBS 2003 Standard, dynamic IP using DynDNS, 1 NIC, Watchguard Firebox.
    |
    | Thanks
    |
     
    Manfred Zhuang [MSFT], Aug 30, 2007
    #2
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  3. Dabbler

    Dabbler Guest

    Manfred

    Thanks for your (elaborate) reply.

    When I said it invariably happens after the last person has left the
    building I was lamenting the fact that usually we find out it's not working
    when there's no one at work to reboot the computer... did not mean to imply
    causality ;)

    CEO is primary user of RWW.. there are a couple of others but CEO seems to
    take work home more than others do.

    I will try and use your recommendations next time it happens such as testing
    other web apps on SBS, trying internal access to RWW. Also will install
    MBExplorer and MPSReport Tool. I think it's best to wait for the next
    occurence, then I can send IIS Log as well and you won't have wade through
    too much data.

    This only happens once a week or less... so not critical but would like to
    get it resolved.

    Thanks much for your ongoing assistance!


     
    Dabbler, Aug 30, 2007
    #3
  4. Dabbler

    Dabbler Guest

    Missed a few of your questions:
    2. When is the error received? Accessing RWW? After logging on RWW? Or when
    connecting to a computer on RWW page?
    ->Accessing RWW... logon does not appear.

    3. Will the issue be self-resolved later? Does it never work again until
    the server is rebooted?
    ->never works till reboot

    4. After the issue occurred, if visit RWW from an internal workstation,
    what is the result? In addition, if visit RWW on the server, does it work?
    ->will have to test this next occurrence of event

    5. Can other website be visited? Such as OWA, default site and companyweb.
    ->will have to test this next occurrence of event

    6. Does the issue happen for all the users or only for the CEO?
    ->all users, including me.


     
    Dabbler, Aug 30, 2007
    #4
  5. Hello Customer,

    Thank you for your detailed information.

    I understand that you will check the situation next time the issue occurs.

    Since the issue happens only once a week or even less. I will keep an eye
    on your update but meanwhile turn to other active threads. Please go ahead
    to reply directly to your thread in newsgroup when the issue occurs again,
    and I will continue to work on it with you together.

    We'd love to hear from you.

    Best regards,

    Manfred Zhuang(MSFT)
    Microsoft Online Newsgroup Support

    Get Secure! - www.microsoft.com/security

    =====================================================
    This newsgroup only focuses on SBS technical issues. If you have issues
    regarding other Microsoft products, you'd better post in the corresponding
    newsgroups so that they can be resolved in an efficient and timely manner.
    You can locate the newsgroup here:
    http://www.microsoft.com/communities/newsgroups/en-us/default.aspx

    When opening a new thread via the web interface, we recommend you check the
    "Notify me of replies" box to receive e-mail notifications when there are
    any updates in your thread. When responding to posts via your newsreader,
    please "Reply to Group" so that others may learn and benefit from your
    issue.

    Microsoft engineers can only focus on one issue per thread. Although we
    provide other information for your reference, we recommend you post
    different incidents in different threads to keep the thread clean. In doing
    so, it will ensure your issues are resolved in a timely manner.

    For urgent issues, you may want to contact Microsoft CSS directly. Please
    check http://support.microsoft.com for regional support phone numbers.

    Any input or comments in this thread are highly appreciated.
    =====================================================

    This posting is provided "AS IS" with no warranties, and confers no rights.
    --------------------
    | Thread-Topic: RWW - Service unavailable
    | thread-index: AcfrGcsKmJC7tMEwRa24sm4dMDP3pw==
    | X-WBNR-Posting-Host: 207.46.19.197
    | From: =?Utf-8?B?RGFiYmxlcg==?= <>
    | References: <>
    <>
    | Subject: RE: RWW - Service unavailable
    | Date: Thu, 30 Aug 2007 08:24:01 -0700
    | Lines: 226
    | Message-ID: <>
    | MIME-Version: 1.0
    | Content-Type: text/plain;
    | charset="Utf-8"
    | Content-Transfer-Encoding: 7bit
    | X-Newsreader: Microsoft CDO for Windows 2000
    | Content-Class: urn:content-classes:message
    | Importance: normal
    | Priority: normal
    | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.2826
    | Newsgroups: microsoft.public.windows.server.sbs
    | Path: TK2MSFTNGHUB02.phx.gbl
    | Xref: TK2MSFTNGHUB02.phx.gbl microsoft.public.windows.server.sbs:59778
    | NNTP-Posting-Host: tk2msftsbfm01.phx.gbl 10.40.244.148
    | X-Tomcat-NG: microsoft.public.windows.server.sbs
    |
    | Missed a few of your questions:
    | 2. When is the error received? Accessing RWW? After logging on RWW? Or
    when
    | connecting to a computer on RWW page?
    | ->Accessing RWW... logon does not appear.
    |
    | 3. Will the issue be self-resolved later? Does it never work again until
    | the server is rebooted?
    | ->never works till reboot
    |
    | 4. After the issue occurred, if visit RWW from an internal workstation,
    | what is the result? In addition, if visit RWW on the server, does it work?
    | ->will have to test this next occurrence of event
    |
    | 5. Can other website be visited? Such as OWA, default site and companyweb.
    | ->will have to test this next occurrence of event
    |
    | 6. Does the issue happen for all the users or only for the CEO?
    | ->all users, including me.
    |
    |
    | "Manfred Zhuang [MSFT]" wrote:
    |
    | > Hello Customer,
    | >
    | > Thank you for posting here.
    | >
    | > From your post, I understand that sometimes when users try to visit
    RWW,
    | > error message "Service Unavailable" is received. After rebooting the
    | > server, the issue disappeared. If I have misunderstood your concern,
    please
    | > feel free to correct me.
    | >
    | > Since the issue happens intermittently, the troubleshooting can be
    | > time-consuming. If the issue is urgent to your business, it is
    recommended
    | > that you contact Microsoft Customer Support Services (CSS) via
    telephone so
    | > that a dedicated Support Professional can assist you recover the server
    in
    | > a more efficient manner. Please be advised that contacting phone
    support
    | > will be a charged call.
    | >
    | > For a complete list of Microsoft Customer Support Services phone
    numbers
    | > and information about support costs, visit the following Microsoft Web
    | > site:
    | > http://support.microsoft.com/default.aspx?scid=fh;[LN];CNTACTMS
    | >
    | > If you would like to continue the troubleshooting via Newsgroup, let's
    move
    | > on.
    | >
    | > Firstly, I suggest you re-run CEICW and ensure RWW is published:
    | >
    | > How to configure Internet access in Windows Small Business Server 2003
    | > http://support.microsoft.com/kb/825763/en-us
    | >
    | > Please also prepare a clean boot environment on the SBS server and
    check if
    | > the issue occurs:
    | >
    | > Prepare a Clean Boot environment.
    | > =================
    | > 1. Click Start and Click Run, and in the "Open" line, type in
    "MSCONFIG"
    | > (without the quotation marks) and click OK.
    | > 2. Under the Service tab, check "Hide All Microsoft Services", and then
    | > click "Disable All" button. In this way, we can disable all the
    services
    | > which belong to third-party programs.
    | > 3. Under the Startup tab, click "Disable All" button.
    | >
    | > 4. Click OK.
    | > 5. Choose Yes to restart the computer.
    | > 6. Check "Don't show this message or launch the system configuration
    | > utility when Windows starts".
    | > 7. Please check if the issue persists.
    | >
    | > NOTE: We can check on Normal Startup in the General tab to roll back to
    | > Normal Mode after we get this issue resolved.
    | >
    | > If the issue persists, before we go any further, please let me know the
    | > following information:
    | >
    | > 1. You mentioned that the issue invariably happens after the last
    person
    | > leaves the office. I would to confirm that did the issue occur
    immediately
    | > after the person left the office? What did the person do before he left
    the
    | > office? Did he do anything to the server or network devices?
    | >
    | > 2. When is the error received? Accessing RWW? After logging on RWW? Or
    when
    | > connecting to a computer on RWW page?
    | >
    | > 3. Will the issue be self-resolved later? Does it never work again
    until
    | > the server is rebooted?
    | >
    | > 4. After the issue occurred, if visit RWW from an internal workstation,
    | > what is the result? In addition, if visit RWW on the server, does it
    work?
    | >
    | > 5. Can other website be visited? Such as OWA, default site and
    companyweb.
    | >
    | > 6. Does the issue happen for all the users or only for the CEO?
    | >
    | > Please also help me gather following information:
    | >
    | > 1. Please help me capture screenshots of all error messages you
    encountered
    | > and send them to :
    | >
    | > To capture the image, we can perform the steps below:
    | >
    | > (a) When the error message appears, press the Print Screen key several
    | > times (this key is located to the right of the F12 key on the keyboard)
    | >
    | > (b) Open Paint ['start' => 'All Programs' => 'Accessories' => 'Paint'].
    | >
    | > (c) Click Edit (menu) -> Paste or press Ctrl + V.
    | >
    | > (d) Click File (menu) -> Save. Save it as a .jpg or .gif file and send
    it
    | > to me as an attachment.
    | >
    | > 2. Please help me gather IIS log and Metabase to me for further
    analysis,
    | > send to me: with the subject in the newsgroup:
    | >
    | > 1). Install MBExplorer by installing IIS 6 Resource Kit Tools:
    | >
    http://www.microsoft.com/downloads/details.aspx?FamilyId=56FC92EE-A71A-4C73-
    | > B628-ADE629C89499&displaylang=en
    | > 2). Once it is installed, access it from Start, Programs, IIS
    Resources,
    | > Metabase Explorer.
    | > 3). In the left pane, right click ''LM'' (under your server computer
    name)
    | > to choose ''Export to file'', and then save it as IIS.mbk.
    | > 4). Compress this mbk file and send it to me for analysis. Please let
    me
    | > know the password if you set on this iis mbk file.
    | >
    | > Please collect the IIS log on SBS Server so that I can perform further
    | > research:
    | >
    | > 1). On the Serves, open IIS MMC, right click Default Web Site and then
    | > click Properties.
    | > 2). Click Website tab and then check Enable logging.
    | > 3). Stop the Default Website and RENAME the existing IIS log files
    under
    | > C:\WINDOWS\system32\LogFiles\W3SVC1.
    | > 4). Restart the Default Website and reproduce the problem, which will
    | > generate new IIS log file with the exact error.
    | > 5). Wait for a while so that IIS Log can be synced. And then go to the
    | > following folder on Exchange Server:
    C:\WINDOWS\system32\LogFiles\W3SVC1.
    | > 6). Send me the log files to my working email address
    | > . And please let me know the alias of the user
    who
    | > encountered the issue.
    | >
    | > 3. Please download the MPS Report tool from the following link and run
    it
    | > on the SBS server, then send the generated CAB file to my mailbox
    | > for further investigation so that we can find
    what
    | > the root cause is:
    | >
    | > NOTE: Please do it when the issue occurs and before the reboot.
    | >
    | >
    http://download.microsoft.com/download/b/b/1/bb139fcb-4aac-4fe5-a579-30b0bd9
    | > 15706/MPSRPT_NETWORK.EXE
    | >
    | > For your information:
    | >
    http://www.microsoft.com/downloads/details.aspx?FamilyId=CEBF3C7C-7CA5-408F-
    | > 88B7-F9C79B7306C0&displaylang=en
    | >
    | > Please try the above steps at your earliest convenience. If you have
    any
    | > concern, please feel free to let me know.
    | >
    | > Best regards,
    | >
    | > Manfred Zhuang(MSFT)
    | > Microsoft Online Newsgroup Support
    | >
    | > Get Secure! - www.microsoft.com/security
    | >
    | > =====================================================
    | > This newsgroup only focuses on SBS technical issues. If you have issues
    | > regarding other Microsoft products, you'd better post in the
    corresponding
    | > newsgroups so that they can be resolved in an efficient and timely
    manner.
    | > You can locate the newsgroup here:
    | > http://www.microsoft.com/communities/newsgroups/en-us/default.aspx
    | >
    | > When opening a new thread via the web interface, we recommend you check
    the
    | > "Notify me of replies" box to receive e-mail notifications when there
    are
    | > any updates in your thread. When responding to posts via your
    newsreader,
    | > please "Reply to Group" so that others may learn and benefit from your
    | > issue.
    | >
    | > Microsoft engineers can only focus on one issue per thread. Although we
    | > provide other information for your reference, we recommend you post
    | > different incidents in different threads to keep the thread clean. In
    doing
    | > so, it will ensure your issues are resolved in a timely manner.
    | >
    | > For urgent issues, you may want to contact Microsoft CSS directly.
    Please
    | > check http://support.microsoft.com for regional support phone numbers.
    | >
    | > Any input or comments in this thread are highly appreciated.
    | > =====================================================
    | >
    | > This posting is provided "AS IS" with no warranties, and confers no
    rights.
    | > --------------------
    | > | Thread-Topic: RWW - Service unavailable
    | > | thread-index: AcfqSD6rqeaXhLY6SIGO900OqPYqtA==
    | > | X-WBNR-Posting-Host: 207.46.19.197
    | > | From: =?Utf-8?B?RGFiYmxlcg==?= <>
    | > | Subject: RWW - Service unavailable
    | > | Date: Wed, 29 Aug 2007 07:24:01 -0700
    | > | Lines: 9
    | > | Message-ID: <>
    | > | MIME-Version: 1.0
    | > | Content-Type: text/plain;
    | > | charset="Utf-8"
    | > | Content-Transfer-Encoding: 7bit
    | > | X-Newsreader: Microsoft CDO for Windows 2000
    | > | Content-Class: urn:content-classes:message
    | > | Importance: normal
    | > | Priority: normal
    | > | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.2826
    | > | Newsgroups: microsoft.public.windows.server.sbs
    | > | Path: TK2MSFTNGHUB02.phx.gbl
    | > | Xref: TK2MSFTNGHUB02.phx.gbl microsoft.public.windows.server.sbs:59440
    | > | NNTP-Posting-Host: tk2msftsbfm01.phx.gbl 10.40.244.148
    | > | X-Tomcat-NG: microsoft.public.windows.server.sbs
    | > |
    | > | When trying to connect to my client's server remotely sometimes they
    get
    | > | "Service Unavailable" in black letters on an otherwise empty web
    page.
    | > This
    | > | invariably happens after the last person has left the office and the
    CEO
    | > | wants to do some work from home. If we reboot the server all is well
    | > again.
    | > | Does anyone have an idea of what might be causing this?
    | > |
    | > | SBS 2003 Standard, dynamic IP using DynDNS, 1 NIC, Watchguard Firebox.
    | > |
    | > | Thanks
    | > |
    | >
    | >
    |
     
    Manfred Zhuang [MSFT], Aug 31, 2007
    #5
  6. Dabbler

    powervault

    Joined:
    May 6, 2011
    Messages:
    1
    Likes Received:
    0
    I realize this is a really old thread however, I had the exact same problem and figured out what was causing it. On our system we were using 2 nic cards each with its own internal ip. SBS likes to use 2 nics, 1 for internal routing and 1 for external. The nic card that is used for external started having software issues with the SBS2003. The nic was good however I believe that either a NIC driver update or a MS update started to error the nic. So I replaced the External with a brand new GB one and never had the problem again. I made sure that the nic I used was not the from the same maker.
     
    powervault, May 6, 2011
    #6
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