Web Interface Error: The Web site is experiencing technical difficulties

  • CTX122029
  • Created onMar 26, 2014
  • Updated onMay 22, 2014
Article Topic Connectivity

Symptoms or Error

You experience symptoms such as an unresponsive Web browser when attempting to log on or launch an application which might eventually time out with the following error message.

“Internal Error
The Web site is experiencing technical difficulties. We apologize for any inconvenience.
The internal error may only be temporary. Try reconnecting and, if the problem persists, contact your system administrator.”

User-added image

Web Interface 5.1.1 contains a fix to address an issue where connections to unresponsive XML brokers were not timed out correctly. With Web Interface 5.1.1 and above the Web Interface server will failover to the next XML Broker in the list when the current XML Broker does not respond within the socket timeout.


Upgrade to Web Interface 5.1.1 or later and configure the failed server bypass time and XML Service Communication settings for each farm.

A fix is included in Web Interface 5.1.1 that improves resiliency when XML brokers get into an unhealthy state. Web Interface now has the ability to not only detect when the IMA service is stopped or crashed but also when the IMA service is running but in a hung or unresponsive state.

Note: Although these settings are available in Web Interface version 5.0.1, that version does not provide for the scenario in which the IMA service is running but in a hung state.

  1. Edit the farm configuration settings in the Web Interface console to bypass any failed (XML broker) server, allowing sufficient time for the unresponsive server to be detected and recovered or isolated.

    Note: Be sure to leverage health monitoring tools such as (HMR) Health Monitoring and Recovery on the XML brokers.


    User-added image
  2. In the Manage Server Farms window, highlight the farm and select Advanced to configure socket pooling and XML Service communication for all farms.

  3. Under XML Service Communication, configure a timeout value for the XML socket (the connection between Web Interface and the XML service). This setting determines the amount of time that Web Interface waits for a response from a request sent over XML.

  4. Configure the number of attempts that Web Interface makes to the XML service.

    User-added image

    In the preceding sample screen shots, a user experiences a delay of approximately one minute before Web Interface fails over to the second XML broker. Web Interface then ignores the first XML broker for one hour, preventing any further delays for end users logging on.

Problem Cause

A common cause of errors when users attempt to log on or launch applications through Web Interface is a hung or partially unresponsive XML broker.

Web Interface is typically configured with multiple XenApp servers as XML brokers in either failover or load balancing mode. Prior to version 5.1.1, when multiple XML brokers are configured, if any XML broker is able to respond over the network but unable to process requests from Web Interface, the Web Interface server simply waits for a response until it times out rather than failing over to the next XML broker configured on the site. The most common reason for the XML service to become unresponsive is because it is busy waiting for a response from the IMA service. Therefore if IMA on the XML broker is hung or unresponsive it impacts the XML service and so forth.

The end result is that new users logging on to Web Interface do not receive a list of applications for any farm. Web Interface times out (after approximately two minutes) with the error shown above. Additionally, end users who are already logged on are unable to launch applications.

Applicable Products

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