1. Issue / Symptoms


Users are unable to access the JustRight development environment for UAT testing.


Application URL:


https://justrightdev.sportinglife.ca/


Common errors:

  • AGR Error: Failed to load settings from API

  • HTTP 502 Bad Gateway

  • IIS 502.3 – Bad Gateway


The issue may affect multiple users and browsers.


2. Root Cause


During incident INC-187600, the SQL Server service (MSSQLSERVER) on the JustRight database server was found stopped.


This prevented the AGR application from accessing its SQL database, resulting in the backend API becoming unavailable and IIS returning HTTP 502 errors.


Infrastructure involved:


Component Details
Website justrightdev.sportinglife.ca
IIS / AGR application Azure-hosted Windows Server
AGR Windows service AGR63_service
Backend API localhost:5000
SQL Server SLJRDBTEST
SQL private IP 10.4.0.4
SQL service MSSQLSERVER
SQL port TCP 1433


Note: The underlying reason for the SQL service stopping was not established during the incident.


3. Troubleshooting Steps


Step 1 – Verify Website and IIS

  1. Attempt to access the JustRight DEV URL.

  2. If HTTP 502 appears, connect to the application server.

  3. Open IIS Manager (inetmgr).

  4. Verify that the website and application pool are running.

  5. Under URL Rewrite, verify the reverse proxy points to http://localhost:5000.


Step 2 – Check AGR Backend Service


Open PowerShell as Administrator and run:

Get-Service AGR63_service

Check whether the backend API is responding:

Test-NetConnection 127.0.0.1 -Port 5000

If TcpTestSucceeded: False, investigate the API service and its dependencies before restarting IIS.


Step 3 – Check SQL Server Connectivity


From the AGR application server, run:

Test-NetConnection 10.4.0.4 -Port 1433

If the connection fails, confirm the SQL Server service status on SLJRDBTEST.


Step 4 – Verify SQL Server Service

  1. Connect to SLJRDBTEST.

  2. Open Services (services.msc).

  3. Locate SQL Server (MSSQLSERVER).

  4. Check the service status.

  5. If stopped, review relevant Event Viewer and SQL logs to determine whether the stop was intentional or caused by an error.

  6. After confirming no planned maintenance and obtaining appropriate approval, right-click the service and select Start.

  7. Verify the service changes to Running.


Alternatively, check status using PowerShell:

Get-Service MSSQLSERVER


4. Resolution Applied – INC-187600


The following corrective action restored service:

  1. Identified that MSSQLSERVER was stopped on the SQL Server.

  2. Started the SQL Server service.

  3. Retested the JustRight DEV website.

  4. Confirmed the application was accessible.

  5. Received confirmation from the requesting user that functionality was restored.


Outcome: JustRight DEV access was successfully restored on October 30, 2026.


5. Post-Resolution Validation


After restoring SQL Server, verify:

  • SQL Server service is running.

  • SQL connectivity is restored on the configured port.

  • AGR backend is responding on port 5000.

  • JustRight DEV website loads without HTTP 502 errors.

  • Users can successfully access the dashboard and complete UAT activities.


6. Preventive Measures / Follow-Up

  • Investigate Windows Event Viewer and SQL Server logs to determine why the SQL service stopped.

  • Review the SQL Server service startup configuration.

  • Consider monitoring and alerting for unexpected SQL service stoppages.

  • Document AGR dependencies between IIS, the API service, and SQL Server.

  • Confirm appropriate application and database recovery procedures with L3/Application Support.


7. Escalation Guidelines


Escalate to L3 Infrastructure / Application Support if:

  • SQL Server fails to start or stops unexpectedly.

  • SQL connectivity remains unavailable after the service is running.

  • AGR API remains unavailable on port 5000 despite healthy SQL connectivity.

  • Application errors persist after database connectivity is restored.


Important: Do not modify production database settings, firewall rules, SQL ports, or application connection strings without the appropriate review and approval.