DMZ installation: Self-Service portal does not load while Admin and Helpdesk portals work fine

Symptoms

The Self-service portal returns an error or does not load at all.

However Admin and Helpdesk portals work.

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Cause

When you log in to the Admin or Helpdesk portal, the portal prompts for credentials and then uses those credentials to communicate with the back-end once authentication is complete. The Self-Service portal uses anonymous authentication and, as a result, uses the account specified in IIS at Connect as:

The issue occurs when the account specified for anonymous authentication in Connect as does not have the required permissions on the back-end server.

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Resolution

Make sure that COM settings on the back-end server are correct:

1. Ensure COM Security properties for the My Computer node allow Remote activation.

   

2. Ensure properties of the Netwrix Password Manager COM object allow Remote activation.