Other troubleshooting options

If the problems persist after checking that all installation and configuration settings for Digipass Authentication for IIS Basic are correct, follow these steps to check for other possible problems.

Possible causes and solutions

Other troubleshooting options lists possible problems and their solutions.

Other troubleshooting options
Problem Solution
Application pools: The Digipass Authentication Module stops working properly.

Open Internet Information Services (IIS) Manager and make sure the corresponding application pool is started. Restarting the server does not restart the application pool.

The following error message is likely to result from a stopped application pool: “HTTP Error 503. The service is unavailable.”
No trace file: There is no trace file, or no new entries are written to the file.

Check the Windows events for any warnings or errors generated by a failure to load the Digipass Authentication Module into IIS. For information about how to view trace file information, see To view trace file information.
Authentication server: The Digipass Authentication Module appears to load and update but you are unable to successfully log on.

Check the authentication server. Open the Audit Viewer to:

  • Check available audit messages in the audit files or database.
  • Configure a live audit connection from the authentication server and retry a logon.
  • For more information, refer to the authentication server's product documentation.
    • Web browser: You experience logon problems that occur in Windows Internet Explorer only. Logon is possible in other web browsers. You may need to delete the IE browser history, the corresponding cookies, and temporary files.
    Licensing errors Check that Digipass Authentication for IIS Basic has a valid client component record with a valid license in the authentication server data store. Make sure the configured local IP address corresponds to the client component record. For more information about licensing options, refer to the authentication server's product documentation.
    SSL: Communication error with OneSpan Authentication Server. If Digipass Authentication for IIS Basic is configured to use a custom certificate archive, permission issues may cause a communication error with an instance of OneSpan Authentication Server. Verify that the IUSR account and IIS_IUSRS group have read permissions on the configured file.

    To view trace file information

    1. Set Digipass Authentication for IIS Basic to tracing.

    2. Attempt to log on.

    3. Check the trace file for information on the start-up conditions of Digipass Authentication for IIS Basic and of the logon attempt.