Knowledge Base Article: Troubleshooting the HelpMaster web portal

Troubleshooting the HelpMaster web portal

Web Interface:4

web portal iis server error web.config permissions app pool identity

HelpMaster > Web Portal

Web Portal

12/1/2017 10:17:17 AM

12/1/2017 11:12:37 AM

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Applies to

  • HelpMaster v17 - Web Portal


The HelpMaster web portal does not display correctly, or at all. The browser reports various IIS errors including:

  • 500.19 Internal Server Error

  • Server Error in '/' Application

Things to try

Many web issues are caused by the following things:

  1. Insufficient permissions to access required resources (The HelpMaster SQL Server database, IIS file system, Active Directory etc.)

  2. Incorrect IIS configuration and/or Windows components


Insufficient Permissions

Ensure that the Windows account that you are using for the IIS application pool has sufficient permission to access the following things:

  • The HelpMaster SQL Server database (connection, datareader, datawriter is required)

  • The HelpMaster working folders (read+write access is required)

  • The temp directory. This will be something like C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\Temporary ASP.NET Files


Incorrect IIS Configuration

Ensure that all of the required Windows IIS components are installed. Use the Control Panel > Turn Windows features on or off option



Expand the nodes of Internet Information Services and verify that the following options are installed.



Further information

Please contact PRD Software for further information, or assistance if you continue to have issues with your HelpMaster web portal.

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