Skip to content
English
Submit Support Ticket Customer Support Portal
Contact us
  • There are no suggestions because the search field is empty.

Why can't I access the HMS/EMS Web Client (HTTP 503)?

Learn how to quickly identify whether the issue is local to your PC, your network, or the WISE Helideck or Environmental Monitoring system, and what information to provide if you need to contact support.

Why can't I access the WISE Web Client?

If you can’t access the WISE Web Client (such as A+D, HMS, EMS, or DADAS), work through the three categories below in order: a local PC or browser issue, a network or DNS problem, or a temporary service issue on the WISE system. If you see HTTP 503 – Service Unavailable, This site can’t be reached, or a blank page, start with Step 1.

What are the common symptoms of a WISE Web Client access issue?

You may experience one or more of the following:
  • HTTP 503 / 502 / 504 error in the browser
  • Browser reports “Server not responding.”
  • Web client loads partially or stops responding.
  • Web access works intermittently.

What should I check first before troubleshooting further?

Before you try anything else, check these things first:
  1. Is the problem affecting everyone or just you?
    • Ask a colleague to try from another PC on the same network.
  2. Has the web client worked on this installation before?
    • If this is a new installation, note that required configuration or access rules may not yet be in place — contact your local IT or telecom team to verify the setup before proceeding.
  3. Has anything changed recently?
    • Common causes include operating system updates (e.g., Windows), firewall rule changes, server maintenance, or network infrastructure changes.

Step 1 — is the issue local to my PC?

If the issue only affects one PC:
  • Try a different browser (Chrome, Edge, Firefox).
  • Open a private / incognito window.
  • Clear the browser cache.
  • Make sure the URL is correct, including the hostname, whether it’s HTTPS or HTTP, and the port if needed.
  • Temporarily disable browser extensions or ad-blockers.
  • If possible, try on another PC in the same room or on the same network segment.
If the web client works on another PC, the issue is isolated to your machine — contact your local IT or telecom team for assistance. If the web client fails on every PC tested, proceed to Step 2.

Step 2 — what basic network checks should I perform?

If multiple users are affected:
  • Try accessing the system using:
    • The normal hostname (e.g., https://wise-system-name)
    • The direct IP address (if known)
If you can reach the system by IP address but not by hostname, this indicates a DNS resolution failure. Contact your local IT or telecom team to investigate and correct the DNS configuration.
If neither the hostname nor the IP address works, complete the following checks before contacting support:
  • Verify that the PC has a valid network connection by opening any other website or internal resource to confirm general connectivity.
  • Check whether a firewall, VPN, or recent network change may be blocking access to the WISE server.
  • Ask your local IT or telecom team to confirm that the WISE server is powered on and that its network interface is reachable from your network segment.
  • If you have access to the server or remote desktop, check whether the WISE application services are running on the server itself.
If all of the above checks pass and the web client is still inaccessible, proceed to Step 3.

Step 3 — when should I contact WISE Support?

Contact WISE Support if:
  • Multiple users cannot access the web client.
  • The issue persists after browser and network checks.
  • The problem affects operational use (e.g., helideck or control room visibility)
  • The issue keeps returning after a temporary fix.

What information should I include when opening a WISE Support ticket?

Sharing the information below will help us solve your issue much faster:
  • Asset / vessel / platform name
  • WISE system name (if known)
  • Exact error message (e.g., HTTP 503)
  • Date and time of the issue (include time zone)
  • URL used to access the web client
  • Browser name and version, and PC location (e.g., “Helideck PC”, “CCR”)
  • Screenshot showing the full browser window (including address bar)
  • Whether other users are affected

Are there any important cautions before making changes?

Yes — do not restart services, make configuration changes, or take any action not explicitly permitted by your local procedures. If safety-critical or helicopter operations are affected, escalate immediately.
  • Do not restart services or servers unless this is explicitly allowed by your local procedures.
  • Do not make configuration changes if you are unsure; incorrect changes can prolong downtime.
  • If helicopter or safety-critical operations are affected, escalate immediately in accordance with local procedures and notify WISE Support.