Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials

I lost my atlas maps and orion maps.

I did a restart of the server to see if I could clear out stale unknown agent status. When it came back we could not see our maps in the web console and I can't log into atlas remotely or on the server. get the error "an unexpected error occurred while trying to connect to the server. please contact support.

Find more posts tagged with

Accepted answers

All comments

ewk.jr

I see this in the Windows event logs:

Event ID: 1000

Faulting application name: NetworkAtlas.exe, version: 2024.1.1.2091, time stamp: 0xbf99c34d
Faulting module name: KERNELBASE.dll, version: 10.0.14393.7070, time stamp: 0x66626b35
Exception code: 0xc000041d
Fault offset: 0x000dd502
Faulting process id: 0x5f58
Faulting application start time: 0x01dac96b6869b970
Faulting application path: C:\Program Files (x86)\SolarWinds\Orion\NetworkAtlas.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: d7d59582-918c-491a-a4c5-464d4aab8fcf
Faulting package full name:
Faulting package-relative application ID:

ecklerwr1

The error message you're seeing is a Windows Application Event Log entry that indicates a crash of the NetworkAtlas.exe application, which is part of the SolarWinds Orion suite. Here's a breakdown of the key elements of the error message:

Event ID 1000: This is a generic event ID for an application crash.
Faulting application name: NetworkAtlas.exe is the name of the application that crashed.
Version: The version of the application that crashed.
Time stamp: The time stamp of the application's version.
Faulting module name: KERNELBASE.dll is the Windows system file that the error occurred in. This is a core Windows DLL that is used by many applications.
Version: The version of the KERNELBASE.dll at the time of the crash.
Exception code: 0xc000041d is an exception code that indicates an unhandled exception occurred in the application, which can be caused by a bug in the program or incompatibility issues with the system.
Fault offset: This is the location inside the module where the exception occurred.
Faulting process id: The unique identifier for the process that crashed.
Faulting application start time: The time when the application was started.
Faulting application path: The file path to the NetworkAtlas.exe application.
Faulting module path: The file path to the KERNELBASE.dll file.
Report Id: A unique identifier for this specific crash report, which can be used by support staff to find more details about the crash.
To troubleshoot this error, you can try the following steps:

Check for Updates: Ensure that both Windows and the SolarWinds Orion software are fully updated, as updates may contain fixes for known issues that could cause crashes.

Application Compatibility: Verify that the version of SolarWinds Orion you are running is compatible with your version of Windows. I assume this is fine.

Review Application Logs: Check the application logs for any additional error messages that might provide more context about the crash.

Check for Corrupt Files: Run system file checks (like sfc /scannow) to ensure that system files are not corrupt.

Rerun the configuration wizard: If the issue persists, try rerunning the wizard to ensure that all components are correctly installed and registered.

Check for Conflicting Software: Ensure that there are no conflicts with other software installed on the system that might be causing the crash. Did you patch anything recently before the reboot?

Contact Support: If you're unable to resolve the issue, contact SolarWinds support for assistance. They may request the crash report ID and additional logs to diagnose the problem.

Always back up important data before making significant changes to your system.

ewk.jr

fixed, simply stopped and started sw services.