Windows ISA App Connection Issue where the status of the InstaSafe service is stuck on 'Starting'
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This Article highlights the steps to be taken in case the ISA App on Windows is unable to connect and o
n checking Windows Services (services.msc), it is noticed that the status of the InstaSafe service is stuck on 'Starting'. The ISA App Log File also fails to get created as expected.Issue
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The ISA App on Windows fails to connect as expected and the status of the InstaSafe service is stuck on 'Starting'.
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This issue is typically caused when the Windows Service for InstaSafe enters a messed up state.
Solution
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Step 1: Find out the PID of the service
Open an elevated (run as Administrator) Command Prompt window and execute the command: sc queryex instasafeservice
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Step 2: Make note of the PID
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Step 3: Kill the PID
Execute the command: taskkill /f /pid [PID]
(Where [PID] is the service number)
When executed successfully, you should receive the following message: SUCCESS: The process with PID [PID] has been terminated.
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Step 4: Please reboot the system, and then verify whether the state of the InstaSafe Service is now 'Running'.
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If the Service continues to remain in a 'Starting' state after following these steps, please contact your organization's IT Team
If you are an Admin of the organization's ISA Account and need assistance, contact
InstaSafe Support