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Orion Agent Stops Collecting Performance Data

In a few cases now I have seen the Orion agent stop collecting performance data. In these cases I am using the Agent Initiated communication model, the agent never indicated it was having an issue and restarting the agent resolved the problem.

Has anybody else seen this issue and are there any known resolutions for it. In lieu of a resolution I would know if anybody has a good way to detect this particular failure mode.

Thanks in advance for any responses!

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byrona

Somebody... anybody?

chadsikorra

You could setup an alert for when an application goes into an unknown state, then trigger an email for it. Unfortunately whenever I've submitted a support request to SolarWinds for issues like this, as soon as I mention in the ticket that I restarted the agent and the issue was resolved (or that a restart of the server fixed it) they are no longer interested in finding out more details and actually fixing the underlying cause in the agent. Quite frustrating, because then the issue never actually gets fixed.

byrona

Unfortunately nothing is going into an unknown state; I have alerts for that. The problem is everything looks absolutely normal except I am not getting any performance data.

lag

This is happening to me, too. It seems when server CPU hits 100%, the agents stop reporting, and they don't recover without restarting the SolarWindsAgent64 service.

I'm monitoring for this using a version of this query:

SELECT

DISTINCT

Nodes.NodeID

,Nodes.IP_Address

,Nodes.Caption

,Nodes.ObjectSubType

FROM CPULoad_Detail

JOIN Nodes ON CPULoad_Detail.NodeID = Nodes.NodeID

WHERE CPULoad_Detail.NodeID IN (

Select DISTINCT Nodes.NodeID From Nodes

WHERE

(

ObjectSubType IN ('Agent')

)

AND CPULoad_Detail.NodeID NOT IN (

SELECT DISTINCT NodeID FROM CPULoad_Detail

WHERE DateTime > DateAdd(n,-15,GetDate())

)

aLTeReGo

byrona, can you confirm if you're running NPM 12.1 or SAM 6.4 which includes the 1.7 version of the Agent which should address this issue?

byrona

aLTeReGo I am not on those versions, I am still running on NPM 12.0.1 and SAM 6.3.0. If the 1.7 version of the Agent addresses this issue do you know if it addresses the issue where Agent nodes often report as Down and then Up again even though they were never down? Or the issue where if I reboot my polling engine that the agents report to that the agents report down and/or high packet loss? If I could resolve all of those issues with the new agent I would be a very happy person.

aLTeReGo

I don't think anyone could definitively tell you without exhaustively examining the log files from those agents and the Orion server itself to determine that the issues we addressed in the 1.7 version of the Agent are the ones you are experiencing. I will however state that the symptoms you describe are indeed identical.

byrona

Awesome, thanks for the info aLTeReGo! I have a support case already open on this and have sent them some of the logs so I will ask and see if they confirm it's consistent with this known issue that was resolved.

nick_scott

Bingo!

hpstech

Fighting this right now.

How did this get resolved for you?

aLTeReGo

My initial recommendation would be to upgrade to the latest release as you may be experiencing an issue that's resolved in later releases. If you're already running the latest release then please open a support case so we can get some diagnostic information that will allow us to identify the cause of the issue.

hpstech

Thanks AE.

Case opened. Diags sent.

I'm sure I just need to bounce services. But I'm wanting to see why all agents dropped at 12am.

hpstech

Reboot heaven baby!

The sure way to fixing 99.99% of all issues.

All set down here.