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HP Access Control - Troubleshooting blank screens after installing or upgrading to version 16.3

Issue

After installing or upgrading HP Access Control (HP AC) to version 16.3, the HP AC admin console might display blank screens in Pull Print Servers located in the Settings tile or the Devices tile.

Cause

This issue occurs when the Web server cannot render the information on the page due to an incorrect configuration or when the HP AC service is in an error state.

Solution

As this issue is caused due to several reasons, try following these solutions in the order presented to resolve the issue. If one of these solutions resolve the issue, it is not required to continue to the next solution.

Solution one: Check the Security settings in Windows Internet Explorer to render the content on the page

  1. On the HP AC server, close the HP AC admin console, and then select Internet Options or Internet Properties.
  2. Click the Security tab, select Trusted Sites, and then click Sites.
    Figure : Trusted sites in Internet Properties
  3. In the Add this website to the zone, type or add "https://localhost" and add the FQDN (“https://fqdn of server/NLB name", for example) in URL format to the Trusted sites list, and then click Add.
    Figure : Add a website in the Trusted sites
  4. In the Security tab on the Internet Properties screen, click Custom level.
    note:
    Access to configure this setting might require a customer IT admin or administrative user rights.
  5. On the Settings screen, in the Scripting section, select the Enable option for Active Scripting, and then click OK.
    Figure : Enable Active Scripting
  6. Click OK in the Internet Properties screen, close all Internet Explorer Windows, and then start the HP AC admin console.
    Check if the issue is resolved.
    If the issue persists, follow the steps in the next Solution to troubleshoot the issue.

Solution two: Check the status of the HP AC Services

  1. Close the HP AC admin console.
  2. On the HP AC server, open Services.
  3. Make sure that the following services are set to Running status and then restart the services.
    • HP AC NETX
    • HP AC ServerX
    • HP AC SPP Enterprise
    • HP AC SPP Mail
    • HP AC SPP Purge
    • HP AC SPPE Configuration
    Figure : Services required to be in running status
  4. Start the HP AC admin console, and then check if the issue is resolved.
    If the issue persists, follow the steps in the next Solution to troubleshoot the issue.

Solution three: Check the configuration in Internet Information Services (IIS) Manager

  1. Close the HP AC admin console.
  2. In the Internet Information Services (IIS) Manager, make sure that the port for Site Binding is 443, and a SSL certificate is attached to it.
  3. If there is no port listed for the https service, create a port and attach the desired certificate to it in the Edit Site Binding screen.
    Figure : IIS Manager: Edit Site Binding
  4. Start the HP AC admin console, and then check if the issue is resolved.
    If the issue persists, contact HP Customer Support - Contact.

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