Windows ISA App Connection Issue where the status of the InstaSafe service is stuck on 'Starting'

 This Article highlights the steps to be taken in case the ISA App on Windows is unable to connect and on 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

The ISA App on Windows fails to connect as expected and the status of the InstaSafe service is stuck on 'Starting'.

In addition, the ISA App Log File also fails to get created as expected. 

This issue is typically caused when the Windows Service for InstaSafe enters a messed up state.

Solution 

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

Step 2: Make note of the PID

 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.

Step 4: Please reboot the system, and then verify whether the state of the InstaSafe Service is now 'Running'.

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

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