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Nodes stuck in unknown status until manual poll

Hi community

After upgrading Orion to version 2024.1.1 we've noticed nodes getting stuck in an unknown state until they're manually polled.

Doesn't matter if they're SNMP, WMI or Agent polled.

Everything else on the node is polled fine. Be it, SAM application monitors, statistical data like CPU, RAM, Disk, etc.

We're polling the status only via the two pollers below on all nodes:

N.Status.ICMP.Native

N.ResponseTime.ICMP.Native

We know it has nothing to do with firewall blocks or ICMP not getting to the destination, since a manual poll gets the node to an UP state within 1 minute.

Any ideas would be very much appreciated

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Accepted answers

adam.beedell

search "next poll in the past"

All comments

mark.gover

Have a look at this article https://solarwindscore.my.site.com/SuccessCenter/s/article/Unknown-Applications-and-Unexpected-Website-Behavior-Overpolling-SAM-Component-Monitors?language=en_US maybe your pollers are being overloaded.

vinay.by

1. Good to know that manual poll works, to cross check can you login into one of your pollers and just do a ping on the IP of any end device that your poller is managing - this will clear that out.

2. If this is the case then something might have gone wrong with your services post upgrade, its best to raise a case and get it resolved. Probably SolarWinds services reinstallation might fix the issue.

adam.beedell

search "next poll in the past"

brscott

Something to try, but low likelihood to be the long term fix. Put the node in "unmanaged" for 5 minutes. (not muted, it has to be unmanaged)

admin_nsn

Hi Adam

... Better late than never

Thanks for your response. The nodes in question did have next poll in the past. I've found some articles detailing potential resolutions I will be trying later today.

I'll keep the post updated.

admin_nsn

Hi Vinay

1. Nodes are able to be pinged manually from the polling engine

2. I'll be trying to remediate the issue today using this article: Polling stopped and Next Poll in the past in the Web Console (site.com) . If it doesn't work, I'll be raising a case for Solarwinds.

admin_nsn

Hi Mark

Thanks for your response. It does seem like it could be a symptom of overprovisioning of pollers, but I must admit that we've nothing else in our environment pointing to or suffering from overprovisioned polling engines. I'll keep this in mind, but will be pursuing other troubleshooting ways. Thanks

admin_nsn

Hi Brscott

You're correct, this does in fact remediate the issue, but not long term.

adam.beedell

There's an alert for this OOTB called "not responding" or something simmilar. Usually if you've got 1 node that goes into that status, you've got one of a couple causes

1) Monitoring creds changed
2) Device is struggling
3) Service responsible for stats is struggling

If there's 100's suddenly in that state, you probably want to

1) Healthcheck the poller associated with them.
a) Reset services/server if issue found.

b) If lots of WMI check for port exhaustion, get the data and reboot

2) Rebuild the jobs cache if need be
https://solarwindscore.my.site.com/SuccessCenter/s/article/Repair-a-failing-Job-Engine-Collector-and-Information-service-in-Orion-Platform?language=en_US

3) check the change log, look for like firewall or credential changes

FormerMember

Use the statistical node polling report. This will tell you if your nodes are not responding correctly. I often come back to this report. Nodes With Statistical Polling Issues

admin_nsn

Hi Adam

I implemented the resolution described in this article yesterday, and it does seem to have resolved the issue I was having : https://solarwindscore.my.site.com/SuccessCenter/s/article/Polling-stopped-and-Next-Poll-in-the-past?language=en_US