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WPM tab - There was an error retrieving data from SolarWinds Information Service

Since our WPM is integrated to npm and other modules, I created an account in SolarWinds web console with limitation in terms of NODEs, workstation locations, and transactions. Now upon testing this created account, from the home tab everything is work fine. But when I clicked the Web Tab, I got an error "Error: A query to the SolarWinds Information Service Failed".


Is there any hotfix for this? or any fixed solutions for this please? Btw, I remember that I also installed the hotfix for the Manage transaction A query to the SolarWinds Information Service Failed in Manage Transaction Monitors and it fixed my issue.


I also noticed, that all accounts with account limitations (no admin rights) and with WPM tab in which are working before are now getting an error upon clicking the WPM tab.


I created the case for this issue, but unfortunately the Engineer is located in SG. And I already informed her about my working schedule which is opposite on her time upon updating her that I uploaded the diagnostic files that I know that she will ask these and to speed up the resolution. But then, I received "Are you working during US time I can see you are replying around 3:00 AM Manila time, let me know so I can transfer your case to them."



error retrieving data from SOlarWinds Information Service.JPG

  • You may want to launch the Orion Diagnostics tool, and click on 'Active Diagnostics' to see if there are any red flags raised there

    Also, you can launch the PermissionsChecker.exe tool from the Orion installation folder (using the 'Run as administrator' option), and 'Repair' any issues that are reported

  • Hi HolyGuacamole‌, if there are red falgs, what can i do to fix the issues? Thanks.

    After running the permission checker and repair the issues, the error is still remain emoticons_sad.png

  • Hi guys I have exactly the same issue. Did someone find any clues for it ? emoticons_confused.png

  • Hi,

    What version of WPM ? Do you have any Core HotFix deployed ? Is this happening also for non-limited user ? Can you provide text of error ? -> SAVE ERROR LOCALLY and open in text editor. 

    These information should tell us more about your issue.

    Petr

  • I am experiencing this too, on the second step of one of the transactions.

    Orion Platform 2016.1.5300, WPM 2.2.1, IPAM 4.3.2, DPA 10.0.1, QoE 2.1.0, IVIM 2.1.2, SAM 6.2.4

    Time: 08/15/2016 14:19:03.4789

    Server: Microsoft-IIS/8.5

    Pipeline: Integrated

    User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116 Safari/537.36

    Error Instance: fbd0a39d8cc34adcb6da96e916c6dad4

    Message: Error: A query to the SolarWinds Information Service failed.

    ErrorSite: OrionWeb.InformationServiceProxy.PropagateException

    ErrorType: SolarWinds.Orion.Web.InformationService.SwisQueryException

    Stack:

    at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.PropagateException(Exception e)

    at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.Query(String query, IDictionary`2 parameters, Boolean useSeparateExecutionContext)

    at SolarWinds.SEUM.Web.DAL.SwisDALBase.Query(String query, IDictionary`2 queryParams, Object[] args)

    at SolarWinds.SEUM.Web.DAL.AlertsDAL.GetAlertsInternal(String itemType, IEnumerable`1 itemIds, Boolean showAcknowledged)

    at SolarWinds.SEUM.Web.DAL.AlertsDAL.GetStepAlerts(IEnumerable`1 stepIds, Boolean showAcknowledged)

    at Orion_SEUM_Controls_ActiveAlertsControl.Page_Load(Object sender, EventArgs e)

    at System.Web.Util.CalliEventHandlerDelegateProxy.Callback(Object sender, EventArgs e)

    at System.Web.UI.Control.OnLoad(EventArgs e)

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Control.LoadRecursive()

    at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

    -- Inner Exception

      Message: RunQuery failed, check fault information.

               The variable name '@StepEntityType' has already been declared. Variable names must be unique within a query batch or stored procedure.

      Type: System.ServiceModel.FaultException`1[[SolarWinds.InformationService.Contract2.InfoServiceFaultContract, SolarWinds.InformationService.Contract2, Version=2016.1.100.752, Culture=neutral, PublicKeyToken=null]]

      Stack:

    at SolarWinds.InformationService.InformationServiceClient.InformationServiceCommand.CreateFaultException(Message message)

      at SolarWinds.InformationService.InformationServiceClient.InformationServiceCommand.HandleQueryResponse(Message message)

      at SolarWinds.InformationService.InformationServiceClient.InformationServiceCommand.ExecuteReader(CommandBehavior behavior)

      at SolarWinds.InformationService.InformationServiceClient.InformationServiceCommand.ExecuteDbDataReader(CommandBehavior behavior)

      at System.Data.Common.DbCommand.System.Data.IDbCommand.ExecuteReader(CommandBehavior behavior)

      at System.Data.Common.DbDataAdapter.FillInternal(DataSet dataset, DataTable[] datatables, Int32 startRecord, Int32 maxRecords, String srcTable, IDbCommand command, CommandBehavior behavior)

      at System.Data.Common.DbDataAdapter.Fill(DataTable[] dataTables, Int32 startRecord, Int32 maxRecords, IDbCommand command, CommandBehavior behavior)

      at System.Data.Common.DbDataAdapter.Fill(DataTable dataTable)

      at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.<>c__DisplayClass11.<Query>b__f(InfoServiceProxy n)

      at SolarWinds.Orion.Core.Common.ChannelProxy`1.CallMethodWithPool[TResult](Func`2 fnc, Boolean retryCall)

      at SolarWinds.Orion.Core.Common.ChannelProxy`1.Invoke[TResult](Func`2 fnc, ChannelProxyBehavior behavior, String methodName)

      at SolarWinds.Orion.Core.Common.ChannelProxy`1.Invoke[TResult](Func`2 fnc, ChannelProxyBehavior behavior)

      at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.Query(String query, IDictionary`2 parameters, Boolean useSeparateExecutionContext)

    Assemblies:

    (i've removed these because they make my post very, very, long and I don't think they are relevant... )

  • Hello,

    Can you do following?

    1. Enable DEBUG logging for SWIS – “Information Service 3.0” and “Information Service 3.0 - SQL” using LogAdjuster (available in c:\Program Files (x86)\SolarWinds\Orion\LogAdjuster.exe)
    2. Go to the page with error
    3. Immediately after you get the error copy all logs from “c:\ProgramData\Solarwinds\InformationService\v3.0\” and send them to me.
    4. Set logging back to defaults using LogAdjuster

    Debug log should tell us why the error occurs.

  • Hi Jiri, can you message me your e-mail address please? I don't seem to be able to message you, the send button is greyed out when I try to PM you. emoticons_happy.png

  • Hi acmtix​, please try to remove the "Active Transaction Alerts" or "Active Alerts (if you add this feature)" from you customized web view emoticons_happy.png Hope this will help you too...

  • Hi Manilyn Ramos​ i've just tried removing the active alerts and the active transaction alerts and it makes no difference. I still see the error. Sorry emoticons_sad.png

  • Please do the ff and please make sure that you have admin privilege:

    Go to Manage Account (choose the user with WPM error) click edit

    Remember the WPM Tab view

    If your tab view is customized go to Customized Menu Bar and choose your Customized WPM tab and click edit

    If your customized bar is URL, copy that URL and browse it

    Click the customize page and remove the Active Transaction Alerts or Active alerts if you see these on your customized view and click DONE.

    Now, access the user account.