Troubleshooting IIS configuration

If you experience an IIS configuration error when attempting to install WhatsUp Gold, there are a number of troubleshooting procedures you can perform that, in most cases, will correct the issue eliminating the need to call technical support.

First, if you are installing WhatsUp Gold for the first time or if you are upgrading from version 15.x or earlier, restart your computer and run the WhatsUp Gold installation program again.
In the event the IIS configuration error persists, close all browser window instances, clear your browser cache, open a new browser instance, and attempt to access WhatsUp Gold.
If this does not correct the issue, reset IIS by opening a command line on your WhatsUp Gold server and issuing the following command: iisreset.

If you are still experiencing IIS configuration issues, perform the following procedures to check for the proper account settings in IIS and then repair IIS as a last option, if needed.

To check for correct WhatsUp Gold account settings using IIS 6:

Launch Internet Information Services (IIS) Manager from the Administrative Tools section of the Windows Control Panel. Search for inetmgr from the Windows Start menu to locate the application, if needed.
Select Application Pools from the navigation tree at left and confirm that NmConsole is present and running.
Right-click NmConsole and select Properties to launch the NmConsole Properties dialog.
Select the Identity tab and confirm the WhatsUpGold_User account, or the account name you entered during WhatsUp Gold installation, is in use.
Click Apply to apply any IIS configuration changes you made, if applicable, then click OK to close the dialog.
Return to the navigation tree and expand the Web Sites folder.
Right-click the WhatsUp Gold virtual directory, then select Properties to launch the WhatsUp Gold Properties dialog.
Click the Directory Security tab.
Click Edit to launch the Authentication Methods dialog.
Confirm that the WhatsUpGold_User account is in use.
Click OK to close the Authentication Methods dialog.
Right-click NmConsole, then click Properties to launch the NmConsole Properties dialog.
Confirm that the WhatsUpGold_User account is in use.

To check for correct WhatsUp Gold account settings using IIS 7/7.5:

Launch Internet Information Services (IIS) Manager from the Administrative Tools section of the Windows Control Panel. If needed, search for inetmgr from the Windows Start menu to locate the application.
Select Application Pools from the navigation tree at left and confirm that NmConsole is present and running.
Right-click NmConsole, then select Properties to launch the NmConsole Properties dialog.
Select the Identity tab and confirm the WhatsUpGold_User account is in use.
Click Apply to apply any IIS configuration changes you made, if applicable, then click OK to close the dialog.
Return to the navigation tree and expand the Sites folder.
Select the WhatsUp Gold virtual directory, then click the Basic Settings hyperlink at right.
Click Test Settings. Results should indicate Connect as 'WhatsUpGold_User'. Verify two successful results.
Select NmConsole, then click the Basic Settings hyperlink at right.
Click Test Settings. Results should indicate Connect as 'WhatsUpGold_User'. Verify two successful results.

To repair IIS:

Launch Internet Information Services (IIS) Manager from the Administrative Tools section of the Windows Control Panel. If needed, search for inetmgr from the Windows Start menu to locate the application.
Delete the WhatsUpGold website and the corresponding NmConsole Application Pool from within the IIS Configuration Manager.
Delete the following key from the registry using regedit.exe:
- On 64-bit Operating Systems:HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Ipswitch\Network Monitor\WhatsUp Gold\Setup\IIS
- On 32-bit Operating Systems: HKEY_LOCAL_MACHINE\SOFTWARE \Ipswitch\Network Monitor\WhatsUp Gold\Setup\IIS
Re-launch the WhatsUp Gold Installer and select all "repair" options when prompted.