Troubleshooting
Problem
User launches Controller. User receives an error.
If user launches the Cognos Connection website (http://servername/ibmcognos) then a similar error appears.
Symptom
Example #1 - Controller 10.1.1 on Windows 2008 R2
- The request failed with HTTP status 503: The service is unavailable.
Message when launch Cognos Connection website:
Service Unavailable
--------------------------------------------------------------------------------
HTTP Error 503. The service is unavailable.
Example #2 - Controller 10.2.0
The request failed with HTTP status 503: Service Unavailable.
Cause
The application pool (which is running the Cognos-related services) has a problem.
Example #1
In one real-life example, the application pool was stopped:
Example #2
In one real-life example, the application pool was configured to run under an Active Directory Windows user account, that had a problem (for example the password had been changed/expired, so it was locked out).
Example #1
In one real-life example, the application pool was stopped:
Example #2
In one real-life example, the application pool was configured to run under an Active Directory Windows user account, that had a problem (for example the password had been changed/expired, so it was locked out).
Resolving The Problem
Fix the problem with the IIS (webserver) application pool. 
Example #1
Start the relevant application pool:
Example #2
Reconfigure the relevant application pool to run under the account "LocalSystem".
Steps:
1. Right-click on the application pool which is running Controller.
- Example: By default, for Controller 10.2.0 this is: .NET 2.0
3. Change the 'Identity' setting to be LocalSystem:
[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.2.0;10.1.1","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]
Document Information
Modified date:
21 July 2020
UID
swg21993066