Solarwinds NPM List Resources not loading on specific poller

Hi everyone,

I apologise if this has been asked before but I am unable to find an identical report of this issue.

I'm encountering an issue with SolarWinds NPM that I'm hoping someone can help me with. We have three device pollers, and two of them are working fine. However, on one of the pollers, the "List Resources" feature is not working properly. When a user clicks on a node and selects "List Resources," the page opens but never completes loading the information (no information at all, just "wait"). It seems that the poller is still collecting data, but there's an issue with retrieving the data when clicking "List Resources."

I've tried troubleshooting this issue by doing the following

SNMP walk from the problem poller to several nodes - it is successful and OIDs are returned
Verifying that there are no resource allocation issues on the device poller
Reviewing the logs for any errors or warnings related to the "List Resources" feature but Solarwinds thinks everything is fine.
Tried a database repair and running the configuration wizard to repair the website.
Tried the classic restarting all services on the main poller and the problematic one and restarting the server altogether.

It's frustrating as it seems like the backend is working correctly. Polling devices and collecting data. It just seems to be when I call that data that is attributed with a specific poller, it never loads.

If anyone has any suggestions or solutions to this issue, I would greatly appreciate your help.

SERVER

Software Version Windows Server 2019
OS Version10.0.17763.0

NPM: 2023.1.0

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stuartd

If you can, it might be worth deleting one of the nodes, then re-adding to see if that works? I've certainly had similar issues but not poller wide that this has fixed.

If that works, then you may just need to repair the Job Engine and Collector on that APE - go into Control Panel > Programs and Features and find the following highlighted apps:

Then right click and repair.

Failing that I'd get a case open with support.

stuartd

p.s. your version numbers will be different as this is a 2022.4 setup.

ZakWooldridge

Thank you. Removing and re-adding a node seems to have uncovered something even more concerning. When I try to add the node, I get

"Test Failed. Exception of type 'SolarWinds.ApiProxyFactory.TransientApiProxyException' was thrown."

It looks as if the main poller cannot "talk" to the secondary poller. Very odd, as I can see there is connectivity between the two devices and it still appears in Settings>Polling Engines. It could potentially be a licensing issue as I am seeing a duplicate of the secondary poller in the license manager. The plot thickens!

Thank you for getting me a little further.

adam.beedell

I suspect you've got either:

a) >200ms latency between one poller and the other
or
b) they're on different timezones

Both are not ideal

donrobert5

What does it say from Settings >> My Deployment? You can also check the Deployment health tab.

stuartd

[quote userid="299456" url="~/product-forums/network-performance-monitor-npm/f/forum/98536/solarwinds-npm-list-resources-not-loading-on-specific-poller/310145#310145"] It could potentially be a licensing issue as I am seeing a duplicate of the secondary poller in the license manager. The plot thickens! [/quote]

This KB article: https://support.solarwinds.com/SuccessCenter/s/article/Orion-NPM-Web-page-error-Solarwinds-ApiProxyFactory-TransientApiProxyException-was-thrown?language=en_US suggests re-licensing the APE in question could help.

There are other suggestions as well.

ZakWooldridge

Sounds possible. The latency is above the failure threshold when performing a test. Though pinging between the two pollers show <50ms. Will investigate this further.

ZakWooldridge

That page fails to load when I go to it.