Troubleshooting the Next Gen Identity Server

This section covers installation, configuration, and operational issues for the Identity Service. Use this guide if you are a Relativity system administrator or infrastructure engineer.

Troubleshooting guide

Select the guide that matches your scenario.

Scenario	Guide
Installing, upgrading, or removing the Identity Service	Installer troubleshooting
Identity Service is installed but not functioning correctly (IIS, database, Secret Store, certificates)	Application troubleshooting

Failing component identification

The Identity Service exposes two endpoints for health validation:

Endpoint	Purpose	Components validated
https://[domainname]/RIS/Healthcheck	Identity Service self-check	Verifies that the Identity Service application is running and responsive.
https://[domainname]/RIS/Diagnostics	Dependency diagnostics	Validates connectivity to the EDDS database (SQL Server) and the Relativity Secret Store.

Run both endpoints from a browser on the Identity Service server. Use localhost for [domainname]. Use the table to identify the failing component and select the right guide.

Endpoint behavior	Recommended starting point
Both endpoints return success.	The service is operating correctly. Investigate network, browser, or client-side configuration.
https://[domainname]/RIS/Diagnostics reports SQL Server as unhealthy.	Application troubleshooting - Database issues
https://[domainname]/RIS/Diagnostics reports Secret Store as unhealthy.	Application troubleshooting - Secret Store issues
https://[domainname]/RIS/Healthcheck returns HTTP 500, 502, or 503.	Application troubleshooting - IIS issues
Either endpoint is unreachable, or the page fails to load.	Application troubleshooting - IIS issues
Browser displays a certificate warning before either endpoint loads.	Application troubleshooting - Certificate issues
Both endpoints are unreachable because installation did not complete.	Installer troubleshooting