Troubleshooting common data collection errors

All possible error messages (for all protocols) for issues with data collection have been listed below. Click any message under a protocol to view why that error might have occurred, and how to resolve it.

If you don't find your error listed here, or if you need any assistance with OpManager in general, please get in touch with our support team at opmanager-support@zohocorp.com.

Protocol Error message
SNMP
WMI
CLI
HyperV
VMware
Xen
Nutanix
UCS
Hardware
URL
Script
Interface

 

Disclaimer:

The troubleshooting steps mentioned below might include some actions to be done outside of the OpManager environment. Please perform them at your own risk and exercise due diligence when executing them in your network. It is highly advised to consult your system and network administrators with the necessary troubleshooting measures before you proceed with performing them.

 

SNMP

Request Timed Out

This error might be displayed due to the following reasons:

  1. Wrong credentials/Wrong community name
  2. The SNMP agent in the monitored device is unable to respond to OpManager's requests within 5 seconds (the default timeout)
  3. Device is unreachable
  4. Port is not available

Steps to troubleshoot this issue:

  1. Check if the right credentials and the community name have been provided.
  2. For point 2, increasing timeout will resolve this issue. You can add a new credential profile with increased timeout value for that device.
  3. Also check if the device is reachable and if the corresponding port is available in the device.

 


 

Null variable in response

This error might be displayed when the response from the MIB OID associated with that monitor is getting a "Null" response from the end device.

Steps to troubleshoot this issue:
You can perform an SNMP walk on the device (using SNMPwalk tool or any other third-party tool) and check the response from the corresponding OID.

 


 

IO error sending PDU. Send Error: Session Remote Host Unknown

This error might occur due to the following reasons:

  1. IP Address/DNS name not resolved
  2. Port is not open

Steps to troubleshoot this issue:

  1. Check the device by performing an SNMP walk.
  2. If there are issues with DNS, resolve them and make sure the port is available.

 


 

There is no such variable name in this mib.

The SNMP Agent does not support the MIB.

Steps to troubleshoot this issue:

  1. You can perform an SNMP walk on the device and check the corresponding OID.
  2. If the response is proper but you're still encountering this issue, please contact our support team with logs and required screenshots.

 


 

No Error code registered

This is the default value of error code. This is to indicate that no error code has been registered.

Steps to troubleshoot this issue:

  1. Since no proper error code has been registered, you can check the OID response in the MIB browser or through an SNMP walk.
  2. If the response there is proper or if any other error messages are displayed, please contact our support team with logs and required screenshots.

 


 

This is a end of MIB View.

If a getBulk/getNext operation is running and the OID selected is the last node of the MIB, this error will occur. This might be due to internal configuration issues.

Steps to troubleshoot this issue:
To identify the cause of this issue and troubleshoot it, please contact our support team with the logs, MIB/OID details and required screenshots.

 


 

There is no such object in this MIB.

It denotes that the added MIBS have not been implemented in the device.

Steps to troubleshoot this issue:

  1. Use the SNMP walk command to check if the MIB is correct.
  2. It is recommended to contact the vendor and get the necessary MIBs and then create custom monitors.

 


 

Session Remote Host Unknown

This error might occur due to the following reasons:

  1. IP Address/DNS name not resolved
  2. Port is not open

Steps to troubleshoot this issue:

  1. Check the device by performing an SNMP walk.
  2. If there are issues with DNS, resolve them and make sure the port is available.

 


 

There is no such instance in this MIB.

It denotes that the added OID instance has not been implemented in the device.

Steps to troubleshoot this issue:

  1. Check the corresponding OID with an SNMP walk.
  2. If you don't receive a response, please contact the concerned vendor about this.
  3. It is recommended to contact the vendor and get the necessary MIBs and then create custom monitors.

 


 

A no access error occurred

This error occurs if the OID that you are trying to set a value to, has no read/write access.

Steps to troubleshoot this issue:

  1. Check it with the SNMP walk command.
  2. Also, check the user access in SNMP configuration if you provided the necessary privileges.
  3. If these two points are satisfied and you still encounter the same issue, please contact our support team with necessary logs.

 


 

WMI

The RPC server is unavailable

This error is encountered when the device is not reachable, or RPC/WMI service is not running.

Steps to troubleshoot this issue:

Refer this KB to troubleshoot this RPC unavailability issue.

 


 

Access is denied

This error occurs when

  1. Incorrect login credentials have been configured.
  2. The user name provided does not have sufficient access privileges to perform the operation.

Steps to troubleshoot this issue:

First, try connecting to the monitored device using wbemtest, and use IP address/DNS name as configured in the device, and provide the same credential used in OpManager. (Refer this Pitstop post)

  • If the error code displayed is '80070005' then the issue is because of incorrect login credentials. Follow Method 1 below to resolve it.
  • Else, if the connection succeeds or is failed with the error code '80041003', then it means that the privileges are insufficient. Follow Method 2 to fix this.

METHOD 1: Incorrect login credentials have been configured

  1. If the device is in a domain, configure the correct domain name, user name and password.
  2. If the device is in a workgroup, configure the user name as workgroup\username or .\username and password.
  3. Make sure the username is configured in format 'domainname\username'.
  4. Make sure the if 'Remote DCOM' is enabled in the monitored device. If it is not enabled, enable it as follows:
    1. Perform an RDP to the monitored device.
    2. Click Start → Run, type dcomcnfg and click OK.
    3. Drill down into the Component Services tree until you get to My Computer. Right-click 'My Computer' to bring up the menu, and click 'Properties'.
    4. Select the 'Default Properties' tab.
    5. Make sure 'Enable Distributed COM on this Computer' checkbox has been enabled. If not, enable it and click OK.

If the above details have been properly configured, then test the WMI connection again using wbemtest.

If the wbemtest connection action is passed and still issues persists, make sure you also check Method 2.

METHOD 2: The user name provided does not have sufficient access privileges to perform the operation

  1. Connect to the problematic device via WBEMTEST from OpManager Server. (Use IP Address/DNS Name used in OpManager and provide the same credential used in OpManager)
  2. Then run the below queries one by one and make sure they provide a proper response. Also, make a note of the queries that fail.
    1. SELECT Version,Caption,ProductType FROM Win32_OperatingSystem
    2. SELECT * FROM Win32_OperatingSystem
    3. SELECT * from Win32_Service
    4. SELECT * from win32_logicaldisk
  3. If any of these queries do not provide a proper response, then check the configuration. This means that the user does not have full privilege of the device to connect remotely.
  4. It is possible that this user does not belong to the Administrator group for this host machine. If so:
    1. Try moving the user to the Administrator Group of the workstation.
    2. Try with an administrator (preferably a Domain Administrator) account.
  5. If you are not willing to use admin privileges, then check if the user has a matching privilege in this KB - How to configure a non-admin user for WMI monitoring

If none of the above mentioned steps help in resolving the issue, please contact the concerned vendor (Microsoft) regarding the same.

 


 

Specified class is invalid / Invalid Class Error

This error occurs due to the following reasons:

  1. Irrelevant WMI monitors are associated to the device.
  2. The required WMI class is not registered for the installed application.
  3. The respective counters may be disabled at the registry level.

Steps to troubleshoot this issue:

  1. Check whether the desired application (AD/MSSQL/Exchange etc.) has been installed, and the monitor is relevant to the device. If not, remove the respective monitors.
  2. Register all the WMI classes for the installed application by rebuilding the WMI repository:
    1. Initiate an RDP session to the monitored device.
    2. Open CMD in admin mode and run the below commands:
      • Rebuilding the counters:

        cd %WINDIR%/system32
        lodctr /R
        cd %WINDIR%/sysWOW64
        lodctr /R

      • Resyncing the counters with WMI:
        For Windows XP and 2003 and above:

        'wmiadap /f'

        For Windows 2000:

        'winmgmt /resyncperf'

  3. Ensure that the counters are not disabled in the registry. The counters may be disabled via registry settings.
    Please check the following document from Microsoft and ensure that the counters have not been disabled - https://support.microsoft.com/en-in/help/2554336/how-to-manually-rebuild-performance-counters-for-windows-server-2008-6
  4. If issue still persists, do the following: enable WMI debugging, perform a 'Test Monitor' action and contact our support team with SIF, Device & Monitor details.

 


 

Query was not syntactically valid.

Steps to troubleshoot this issue:

Please follow the same steps as mentioned above for 'Specified class is invalid/Invalid Class Error'.

 


 

Empty response received from device

This error occurs when device does not responded properly with the data requested. This might be due to improper/no permissions.

Steps to troubleshoot this issue:

  1. If any other administrator users are present, then configure the same in OpManager.
  2. If data collection is also affected because of the same error, then enable WMI debugging, perform a 'Test Monitor' action and contact our support team with SIF, Device & Monitor details.

 


 

No WMI Credentials associated to the device

This error occurs when WMI monitors have been associated to a device, but no valid WMI credentials have been provided.

Steps to troubleshoot this issue:

  1. Associate a suitable WMI credential profile to the device.
  2. If you don't want to monitor the device using WMI, remove all WMI-related monitors associated to the device.

 


 

Problem in collecting/processing data from the device

Some internal issue has occurred while collecting or processing data.

Steps to troubleshoot this issue:

Enable WMI debugging, perform a 'Test Monitor' action and contact our support team with SIF, Device & Monitor details.

 


 

The remote procedure call failed

Remote Procedure Call (RPC) service might not be responding for WMI connections, which results in this issue.

Steps to troubleshoot this issue:

  1. Make sure Remote Procedure Call (RPC) service is up and running on the monitored device.
  2. Perform an RDP to the monitored device.
  3. Click Start → Run, type services.msc and click OK.
  4. In Services, scroll down to "Remote Procedure Call" and make sure the status is displayed as "Started" and set to Automatic.
  5. Make sure the Startup Type of "Remote Procedure Call (RPC) Locator" Service is set as 'Manual'.
  6. If possible restart the Remote Procedure Call (RPC) service once.
  7. If the issue still persists, you can perform an security scan on your computer and check if a malware or virus is the cause of the error message.
  8. If all the above steps do not help resolve this issue, please contact the concerned vendor (Microsoft) about this issue.

 


 

Unable to complete the requested operation because of either a catastrophic media failure or a data structure corruption on the disk.

This error occurs when the media on which the security database is stored has failed, or a program error in the security software caused a corruption on the disk.

Steps to troubleshoot this issue:

  1. Try restarting the monitored device.
  2. If the issue continues, contact the concerned vendor (Microsoft) about this.

 


 

Call was canceled by the message filter

This issue might be due to the following reasons:

  1. WMI connection issues with monitored device
  2. Security/Antivirus software causing conflicts

Steps to troubleshoot this issue:

  1. Perform an RDP to the monitored device.
  2. Go to Services and restart the WMI service.
  3. Try connecting to the Wbemtest from the same server. Use IP address/DNS name as configured in the device, and provide the same credential used in OpManager.
  4. If all of these work fine, then try the Wbemtest command again from the OpManager server.
  5. Try disabling the Antivirus/Security software once and check if the issue does not occur.
  6. If the issue still persists, please contact the concerned vendor (Microsoft) about the same.

 


 

Server execution failed

This error might occur due to the following reasons:

  1. Lack of WMI resources on the monitored machine
  2. WMI related file corruption or misconfiguration

Steps to troubleshoot this issue:

  1. If possible, try increase the polling interval of WMI monitors for that device and see if it resolves the issue.
  2. If not, perform an RDP to the monitored device.
  3. Go to Services, and restart the WMI service of the monitored machine.
  4. Open CMD in in admin mode and run the below commands to resolve the potential WMI issues.
    1. Rebuilding the counters:

      cd %WINDIR%/system32
      lodctr /R
      cd %WINDIR%/sysWOW64
      lodctr /R

    2. Resyncing the counters with WMI:
      For Windows XP and 2003 and above:

      'wmiadap /f'

      For Windows 2000:

      'winmgmt /resyncperf'

  5. If the issue still persists, please contact the concerned vendor (Microsoft) about the same.

 


 

Unspecified error / Null

The cause of this issue is unknown to OpManager, as this might be some device-specific internal issue or even a configuration issue.

Steps to troubleshoot this issue:

  1. Connect to the monitored device via WBEMTEST from OpManager Server. (Use IPaddress/DNSname as configured in the device, and provide the same credential used in OpManager)
  2. Then run the below queries one by one and make sure they provide a proper response. Also, make a note of the queries that fail.
    1. SELECT Version,Caption,ProductType FROM Win32_OperatingSystem
    2. SELECT * FROM Win32_OperatingSystem
    3. SELECT * from Win32_Service
    4. SELECT * from win32_logicaldisk
  3. If all the above queries provide a proper response, do the following: enable WMI debugging, perform a 'Test Monitor' action and contact our support team with SIF, Device & Monitor details.
  4. If this fails, please contact the concerned vendor (Microsoft) about the same.

 


 

Not enough storage is available to complete this operation

This error occurs when there isn't sufficient memory to perform WMI Operations.

Steps to troubleshoot this issue:

  1. Perform an RDP to the monitored device.
  2. Go to Services, and restart the WMI service of the device.
  3. If possible, restart the RPC service too.
  4. Connect to the monitored device via WBEMTEST from OpManager Server. (Use IPaddress/DNSname as configured in the device, and provide the same credential used in OpManager).
  5. If this fails, please contact the concerned vendor (Microsoft) about the same.

 


 

WMI is taking up too much memory.

This error occurs when WMI is taking up too much memory. It could be caused either by low memory availability or excessive memory consumption by WMI. This issue could lead to stopping of WMI Data collection entirely. Hence when data collection fails with this error, all the WMI monitors from the corresponding device will be disabled directly.

Steps to troubleshoot this issue:

  1. Perform an RDP to the monitored device.
  2. Go to Services, and restart the WMI service of the monitored device.
  3. Perform the 'Test Monitor' action once. If data collection is successful, then enable all the WMI monitors associated to the device.
  4. If you constantly encounter this error, follow the steps in the article below with prior consultation with your network administrator - https://techcommunity.microsoft.com/t5/ask-the-performance-team/wmi-high-memory-usage-by-wmi-service-or-wmiprvse-exe/ba-p/375491
  5. If the issue still persists, please contact the concerned vendor (Microsoft) about the same.

 


 

No more threads can be created in the system

Steps to troubleshoot this issue:

Please follow the same steps as mentioned above for 'WMI is taking up too much memory' error.

 


 

User credentials cannot be used for local connections

This error is encountered when you try and provide credentials for monitoring the machine in which OpManager is running (called 'localhost'). The localhost is monitored by default when OpManager is installed, without having to provide any credentials.

Steps to troubleshoot this issue:

  1. Do not configure user credentials for the localhost. If already provided, remove them from the Device Snapshot page.
  2. In some cases, the user credentials field is not visible/is disabled. If so, please contact our support team with the Support Information File (SIF) and necessary screenshots.

 


 

CLI

No CLI Credentials associated to the device

This error occurs when no valid CLI credentials have been associated to the device.

Steps to troubleshoot this issue:

Create a CLI credential profile and associate it to the device to resolve this error. Also, check if the credentials are valid using the 'Test Credential' option before associating it to the device.

 


 

Script execution failed: timed out

This error occurs when the configured timeout for the device is too low for OpManager to get a proper response.

Steps to troubleshoot this issue:

  1. Execute the script manually in the commandline and check its execution time. If it exceeds the configured timeout, edit the timeout value in OpManager.
  2. Execute the script in the OpManager-installed server if 'Execute from local' is selected. Otherwise, execute the script in the target device (applicable only for Linux).

 

Communication not established: Socket error

This means that OpManager was unable to connect to the specified port of the device.

Steps to troubleshoot this issue:

  1. Check whether the device is down.
  2. Try pinging the device from the OpManager-installed server and ensure network connectivity.
  3. Also, check if a proper port has been provided in the corresponding credential profile in OpManager.

 


 

Unable to establish session with device

This error occurs when there are errors establishing contact with the end device. (Since the device might be unreachable/down)

Steps to troubleshoot this issue:

  1. Check whether the device is down.
  2. Try pinging the device from the OpManager-installed server and ensure network connectivity.
  3. Also, check if a proper port has been provided in the corresponding credential profile in OpManager.

 


 

HyperV

Credential Failure

This error might occur when the provided WMI credentials are no longer valid, since they might have been modified in the environment or might have been wrongly provided in OpManager.

Steps to troubleshoot this issue:

Check if the credentials are right using the Test Credentials option, and update proper credentials for the Hyper-V Host.

 


 

Configuration data missing

This error occurs when configuration (the classes to be queried) related to this PD is missing in the OpManager database.

Steps to troubleshoot this issue:

To identify the cause of this issue and troubleshoot it, please contact our support team with the Support Information File (SIF).

 


 

Empty response received from device

This error occurs when no data is being received from the host.

Steps to troubleshoot this issue:

Check for connectivity to the host device from the OpManager-installed server. Also, perform a WBEMTEST in the host device to check if WMI is working properly (Use IPaddress/DNSname as configured in the device, and provide the same credential used in OpManager).

 


 

Reporting server info is not available

This error occurs when the contact details of the host for data collection in this metric is missing from the OpManager database.

Steps to troubleshoot this issue:

To identify the cause of this issue and troubleshoot it, please contact our support team with the Support Information File (SIF).

 


 

Problem in collecting data from this entity

This error occurs when the host does not provide any info/is not responding when requested info about a particular VM.

Steps to troubleshoot this issue:

Check for connectivity to the host device from the OpManager-installed server. Also, perform a WBEM test in the host device to check if WMI is working properly.

 


 

VMware

Problem in collecting data from this entity

This error occurs when the vSphere API does not respond properly when requested information about a particular server.

Steps to troubleshoot this issue:

  1. Log in to the vSphere client, click on the problematic server, navigate to Monitoring tab and check if all the metrics are being monitored properly.
  2. Also if monitoring has been disabled for that server/monitor, it needs to be enabled.

 


 

Unable to establish a session with the device

This error is encountered when the VMs are not able to contact the parent device (vCenter/ESXi based on discovery). This may be due to the device not being reachable, or because the credentials failed.

Steps to troubleshoot this issue:

  1. First, check if the parent device is reachable from OpManager. If it is reachable, then connect to the vSphere client from the localhost (OpManager-installed server) and try to login to the same.
  2. If there are any changes in credentials of the parent device, make sure you update the same in OpManager too.

 


 

Service content is not available

This error occurs when the vSphere API is not providing a proper response.

Steps to troubleshoot this issue:

  1. Try connecting to the vSphere client and check if it is up and running properly.
  2. If the client is running, check if the monitoring actions are being performed normally.

 


 

Host system details not found

This error occurs when the vSphere API is unable to get metrics of any host server.

Steps to troubleshoot this issue:

Log in to the vSphere client and check if the monitors of this host are displaying data.

 


 

Unable to get hardware related metrics

This error occurs when the vSphere API does not provide a response for HealthSystemRuntime and HostNumericSensorInfo.

Steps to troubleshoot this issue:

Login to the vSphere client and check the relevant parameters for a proper response.

 


 

Counter value is not available

This error occurs when a particular monitor has not been enabled on vSphere but has been added in OpManager.

Steps to troubleshoot this issue:

Log in to the vSphere client and enable the relevant monitor to resolve this issue.

 


 

Unable to fetch data due to host communication failure

This error occurs when there is a server communication failure, or if no response is received.

Steps to troubleshoot this issue:

Check if the Parent device (vCenter/ESX) is reachable from OpManager server. Also, try to connect to vSphere client from the OpManager-installed server and see if you can login and see the data.

If you face any issues in this process, kindly troubleshoot them with the help of your network admin and check for data collection.

 


 

Unable to fetch metrics data

This error occurs when the performance metrics info is not provided by the vSphere itself.

Steps to troubleshoot this issue:

Log in to the vSphere client, and enable monitoring of the particular entity/monitor if it is the disabled state.

 


 

Reporting server info is not available

This error occurs when the contact details of the vCenter/ESX for data collection in this metric is missing from the OpManager database.

Steps to troubleshoot this issue:

To identify the cause of this issue and troubleshoot it, please contact our support team with the Support Information File (SIF).

 


 

Older way of monitoring is being used

This error is encountered when the VMware devices are being monitored using deprecated APIs.

Steps to troubleshoot this issue:

To resolve this issue, go to the vCenter/ESX snapshot page and click on 'Migrate'.

 


 

vSphere not returning data for this entity

This error occurs when OpManager is unable to fetch monitoring information using vSphere API for this particular server.

Steps to troubleshoot this issue:

  1. Login to the vSphere client and check if the monitoring is enabled for this server. Also check if data is displayed properly for the monitors.
  2. If monitoring has been disabled, kindly enable it and wait for sometime.
  3. If monitoring has been enabled and still no data is being displayed in the vSphere client, please contact your network administrator and resolve this issue.

 


 

Hardware stats polling failed for device

This error occurs when there is an exception while establishing the session with vCenter or ESX (based on discovery type in OpManager). This might be due to the device not being reachable, or due to credential failure.

Steps to troubleshoot this issue:

  1. Check if the device is reachable from OpManager.
  2. If reachable, then connect to the vSphere client from the OpManager-installed server and check if you can log in.
  3. If there have been any changes in the device credentials, update the same in OpManager too.

 


 

Xen

Reporting server info is not available

When the contact details for the Master Host for data collection is missing in the OpManager database, this error is encountered.

Steps to troubleshoot this issue:

To identify the cause of this issue and troubleshoot it, please contact our support team with the Support Information File (SIF).

 


 

UUID is empty

This error occurs when the UUID is empty for the monitored entity, and therefore OpManager is not able to fetch the metrics for this particular server.

Steps to troubleshoot this issue:

To identify the cause of this issue and troubleshoot it, please contact our support team with the Support Information File (SIF).

 


 

Problem in collecting data from this entity

This error occurs when the XenServer API is not providing any performance data for this particular server.

Steps to troubleshoot this issue:

Log in to Citrix XenCenter and check if monitoring data is available for that particular server.

 


 

No response received from Xen API

This error is encountered when the Master server is not responding to the Xen API requests.

Steps to troubleshoot this issue:

Check if you are able to log in to Citrix Xen Center, and check if data collection is normal in all the servers. If not, please contact your network administrator and troubleshoot the issue.

 


 

No response from Xen API for host data source

This error occurs when the API request sent from the XenServer to fetch info about this host did not return any response.

Steps to troubleshoot this issue:

Log in to XenCenter, and verify if the response from the host is being provided properly.

 


 

No response from Xen API for VM data source

This error occurs when the API request sent from the XenServer to fetch info about this VM did not return any response.

Steps to troubleshoot this issue:

Log in to XenCenter, and verify if the response from the VM is being provided properly.

 


 

Nutanix

Reporting server info is not available

This error occurs when the Cluster contact details for data collection is missing in the OpManager database.

Steps to troubleshoot this issue:

To identify the cause of this issue and troubleshoot it, please contact our support team with the Support Information File (SIF).

 


 

Problem in collecting data from this entity

This error occurs when the performance metrics for that particular server is not being collected properly.

Steps to troubleshoot this issue:

Log in to the Prism element, and check if the performance data for that server is being received properly.

 


 

No response received from Prism API

This error is encountered when Prism API is not responding properly.

Steps to troubleshoot this issue:

Log in to Prism Element, and check if it is running properly and if the Hosts/VMs are being monitored without any issues.

 


 

Cluster Response Object Is Null

This error occurs when Prism API has not returned the performance stats and related data for the cluster monitors.

Steps to troubleshoot this issue:

  1. Log in to Prism Element, and check if the performance data for cluster-related monitors are being displayed.
  2. If the data is not being displayed in Prism Element itself, contact your system administrator and troubleshoot this issue.

 


 

Host Response Object Is Null

This error occurs when Prism API has not returned the performance stats and related data for the host monitors.

Steps to troubleshoot this issue:

  1. Log in to Prism Element, and check if the performance data for host-related monitors are being displayed.
  2. If the data is not being displayed in Prism Element itself, contact your system administrator and troubleshoot this issue.

 


 

VM Response Object Is Null

This error occurs when Prism API has not returned the performance stats and related data for the VM monitors.

Steps to troubleshoot this issue:

  1. Log in to Prism Element, and check if the performance data for VM-related monitors are being displayed.
  2. If the data is not being displayed in Prism Element itself, contact your system administrator and troubleshoot this issue.

 


 

UCS

Problem in collecting data from this device

This error occurs when the UCS device is not providing any data.

Steps to troubleshoot this issue:

Log in to UCS Manager and check if the device is providing the monitoring data properly.

 


 

No UCS Credentials associated to the device

This error occurs when no valid UCS credentials are associated to the UCS device.

Steps to troubleshoot this issue:

To start monitoring your UCS device, create a valid UCS credential profile and associate it to the device. Before associating, also check if the credentials are working fine using the 'Test Credentials' option.

 


 

Credential failure

This error occurs when the UCS credentials fail. It might be because the credentials were modified in the customer environment, or a wrong update might have been done on the credential profile in OpManager.

Steps to troubleshoot this issue:

Check if the UCS credentials are correct, and ensure that the same has been updated in OpManager.

 


 

No data received from the device

This error occurs when no data is received from the UCS device for this particular monitor.

Steps to troubleshoot this issue:

Log in to UCS Manager, and check if data is being collected for that particular monitor.

 


 

Hardware

SNMP response not received

SNMP response is not received from the destination device or NULL response is coming for the corresponding OIDs. It may be due to the following reasons:

  1. Wrong IP address/DNS name or DNS name not resolved - Based on the selected 'Poll using' option in the Device Snapshot page.
  2. Wrong community name or authentication (if SNMP v3 is being used)
  3. Request timed out
  4. The hardcoded OIDs in OpManager for the vendor is wrong. The model may be different from the supported models. It may have other MIBs for hardware health monitoring (In other words, it might be a new vendor/ new model to be supported in future)

Steps to troubleshoot this issue:

  1. For case 1, you need to resolve the DNS issue using proper commands. If the associated IP address is wrong, update the proper IP address.
  2. For case 2, the issue can be resolved by providing proper credentials (Community name/authentication)
  3. For case 3, increasing timeout of that particular device from Settings > Credentials would resolve the issue. If not, add a new credentials with increased timeout value for that device.
  4. Finally for case 4, check the OID responses based on the vendor in this documentation - Hardware monitoring | ManageEngine OpManager

If the responses are improper, please contact our support team to resolve this issue.

 


 

URL

Connection timed out

This error is encountered when the URL takes longer than the configured timeout value to return a response.

Steps to troubleshoot this issue:

  1. Try increasing the timeout value for the URL.
  2. If this still doesn't resolve the issue, please check if everything is normal from the URL side and ensure there are no issues with the server.

 


 

Host Unknown

The mentioned URL host does not exist, or is not resolved.

Steps to troubleshoot this issue:

Please verify if the host name is configured properly.

 


 

Host Unavailable

The mentioned URL host is not available, or is not reachable.

Steps to troubleshoot this issue:

Please check this issue from the URL end.

 


 

403 Forbidden

'403 Forbidden' error occurs when a web server understood the request but refuses to authorize it.

Steps to troubleshoot this issue:

Please check this issue from the URL end for proper authorization.

 


 

400 - Bad request. The request could not be understood by the server due to malformed syntax. The client should not repeat the request without modifications.

This error occurs when the request could not be understood by the server due to malformed syntax. The client should not repeat the request without modifications.

Steps to troubleshoot this issue:

Try repeating the request after checking for any errors and making the necessary modifications.

 


 

503 Service Unavailable

This error occurs when a web server is temporarily unable to handle a request.

Steps to troubleshoot this issue:

Please check this issue from the URL end.

 


 

302 Redirection

This error means that the URL page has temporarily moved to a new location.

Steps to troubleshoot this issue:

This can be resolved by monitoring the final redirected URL instead of the original URL.

 


 

301 Redirection

This error means that the URL page has permanently moved to a new location.

Steps to troubleshoot this issue:

This can be resolved by monitoring the final redirected URL instead of the original URL.

 


 

401 Unauthorized

Encountering this error indicates that the requested resource is restricted and requires authentication, but the client failed to provide any such authentication.

Steps to troubleshoot this issue:

This can be resolved when the URL is being monitored with proper authorization credential configuration.

 


 

500

This indicates that something has gone wrong on the website's server, but the server could not identify the exact issue.

Steps to troubleshoot this issue:

Please check this issue from the URL end.

 


 

Script

Credentials are not given for the device

This error occurs when no valid CLI credential has been associated to the device.

Steps to troubleshoot this issue:

Create a CLI credential profile and associate it to the device to resolve this error. Also, check if the credentials are valid using the 'Test Credential' option before associating it to the device.

 


 

Internal Server Error while processing this request

When the script failed due to unknown reasons or due to internal errors in OpManager, this error message is displayed.

Steps to troubleshoot this issue:

Enable debugging option, enable CLI debug (if it is a CLI-based device). Restart OpManager to activate CLI debugging and reproduce the issue, and contact our support team with the logs for assistance on resolving this issue.

 


 

ScriptExecutionException

This error might occur due to the following reasons:

  1. Issues while trying to connect to the device.
  2. Script execution taking longer time exceeding the configured timeout.
  3. Failure to set the working directory to execute the script in target device.
  4. Issues with getting output from the script.
  5. Unable to create the temp directory to execute the script.
  6. Unable to locate the user home.
  7. The configured Working Directory does not exist
  8. The configured Working Directory does not have write permission to write scripts
  9. A wrong command has been executed in the script monitor

Steps to troubleshoot this issue:

  1. Check whether the device is down. Try pinging the device from the OpManager-installed server and ensure network connectivity. Also, check if a proper port has been provided in the corresponding credential profile in OpManager.
  2. Execute the script manually in the command line and check its execution time. If it exceeds the configured timeout, edit the timeout value in OpManager.
  3. Execute the script in the OpManager-installed server if 'Execute from local' is selected. Otherwise, execute the script in the target device (applicable only for Linux).
  4. Check if the configured Working Directory exists in the target device. If it does, check if the directory has write permission to write scripts.
  5. Manually execute the script in the command line and check whether the output is obtained properly.
  6. Check whether the user configured in OpManager has the necessary permissions to create a temp directory in the target device.
  7. Check whether the user's home directory is available in the target device.
  8. Check if the configured Working Directory exists in the target device.
  9. Check if the configured Working Directory has write permissions to write scripts.
  10. Check if the syntax or logic of the command provided in the script monitor is correct.

 


 

Configure the device type for the device.

This error occurs when the device type has not been configured properly for the device in OpManager.

Steps to troubleshoot this issue:

Check if a proper device type has been configured in the Device Snapshot page of the corresponding device.

 


 

For Windows machines scripts cannot be executed remotely

This error is encountered if 'Execute in remote machine' option has been selected for Windows script. For Windows machines, scripts cannot be executed remotely.

Steps to troubleshoot this issue:

Windows script will be executed only in the OpManager-installed server. Please don't choose 'Monitored Machine' option for Windows scripts.

 


 

TimeoutException

This error occurs when the script execution is taking much longer than the configured timeout.

Steps to troubleshoot this issue:

  1. Execute the script manually in the command line and check its execution time. If it exceeds the configured timeout, edit the timeout value in OpManager.
  2. Execute the script in the OpManager-installed server if 'Execute from local' is selected. Otherwise, execute the script in the target device (applicable only for Linux).

 


 

Polling has failed

This error occur when data collection is not proceeding normally for the monitor.

Steps to troubleshoot this issue:

Enable debugging option, enable CLI debug (if it is a CLI-based device). Restart OpManager to activate CLI debugging and reproduce the issue, and contact our support team with the logs for assistance on resolving this issue.

 


 

CommandLine syntax is incorrect

When the command line syntax is incorrect, this error is encountered.

Steps to troubleshoot this issue:

Check whether the command line syntax is correct.

For example, a vbscript file should be executed like this:

cscript ${FileName}.vbs

 


 

CommandLine should contain ${FileName} variable

This error means that the command line has not been configured with proper file extension.

Steps to troubleshoot this issue:

Check whether the proper file extension is given in the command line. For example, a vbscript file should have the extension as .vbs, .pl for perl, .sh for shell, .bat for batch and so.

 


 

Interface

Error in response. There is no such variable name in this MIB. Index: 1 Errored Object ID: OID

This error means that the SNMP agent does not support the MIB used here.

Steps to troubleshoot this issue:

You can perform an SNMP walk of the OID to find out if the device is responding properly.

 


 

Error: Request Timed Out

This error occurs due to these reasons:

  1. When the timeout configured in the credential is not sufficient.
  2. When the read permission got denied.
  3. When the credential doesn't pass

Steps to troubleshoot this issue:

  1. Try increasing the timeout for the device.
  2. You can set up SNMP view for the device. (Refer: Setting up SNMP)
  3. You can provide a proper credential for the device so that data collection is resumed.

 


 

Snmp Request send failed. Invalid request ID obtained for interface INTERFACE_NAME | ErrorCode : ERROR_CODE | ErrorString : ERROR_STRING

Steps to troubleshoot this issue:

This error might occur due to a number of reasons. The ERROR_STRING will display the exact reason.

For example: 'TIME_SYNC_FAILED' means that the Time Synchronization failed

 


 

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