Error in Orion Platform: Network Atlas has encountered a problem and needs to close

This general error message may be caused by one or more of the following:

Diagnostics

1. Examine the log file at C:\Documents and Settings\All Users\Application\Data\SolarWinds\NetworkAtlas\NetworkAtlas.log.  Or C:\ProgramData\SolarWinds\NetworkAtlas\NetworkAtlas.log.
2. Go to the bottom of the file, then scroll up.
3. Ignore the lines that start with "at".
4. Above the "at" lines, if you see the error, "class not registered", it means that one of the DLLs in Network Atlas is not registered correctly. Sometimes, this happens with the Tom Sawyer drawing libraries.

• A custom property contains An invalid character such as #.
• A DLL required by Network Atlas may not be correctly registered.
• The user.config file has invalid characters

Resolution 1:
Rename any custom properties that contain invalid characters such as # in the name. Limit your custom property names to letters and numbers.


Resolution 2:
1. Check the MapStudioFiles table for duplicates. If it has duplicate entries, proceed to the next step. You may use the SQL Query below to check for duplicates:

# 'Disclaimer
# 'The sample scripts are not supported under any SolarWinds support program or service.
# 'The sample scripts are provided AS IS without warranty of any kind.
# 'SolarWinds further disclaims all implied warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose.
# 'The entire risk arising out of the use or performance of the sample scripts and documentation stays with you.
# 'In no event shall SolarWinds or anyone else involved in the creation, production, or delivery of the scripts be liable for any damages whatsoever
# '(including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss)
# 'arising out of the use of or inability to use the sample scripts or documentation.

SELECT FileName, COUNT(*) FROM MapStudioFiles GROUP BY FileName HAVING COUNT(*) >1

2. Backup the database or the MapStudioFiles table
3. Run the following query:

# 'Disclaimer
# 'The sample scripts are not supported under any SolarWinds support program or service.
# 'The sample scripts are provided AS IS without warranty of any kind.
# 'SolarWinds further disclaims all implied warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose.
# 'The entire risk arising out of the use or performance of the sample scripts and documentation stays with you.
# 'In no event shall SolarWinds or anyone else involved in the creation, production, or delivery of the scripts be liable for any damages whatsoever
# '(including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss)
# 'arising out of the use of or inability to use the sample scripts or documentation.

DECLARE @file nvarchar(max)
DECLARE cleanup_duplicated_pictures CURSOR FOR
select [FileName] from MapStudioFiles group by [FileName] having count(FileId) > 1
OPEN cleanup_duplicated_pictures
FETCH NEXT FROM cleanup_duplicated_pictures INTO @file
WHILE @@FETCH_STATUS = 0
BEGIN
delete from MapStudioFiles
where FileId in
( select FileId from MapStudioFiles where [FileName] = @file )
and FileId not in
( select top 1 FileId from MapStudioFiles where [FileName] = @file )
FETCH NEXT FROM cleanup_duplicated_pictures INTO @file
END
CLOSE cleanup_duplicated_pictures
DEALLOCATE cleanup_duplicated_pictures

4. Launch the Network Atlas.

Resolution 3:
The solution is to run a Repair of Network Atlas. If the repair does not work, you can try to uninstall and reinstall Network Atlas.

Resolution 4:
Disable and then enable SolarWinds services

Resolution 5:

1. Verify the SWQL query used by NetworkAtlas that can be found in NetworkAtlas.log. See the example below: 

   SELECT Nodes.NodeID, Nodes.ObjectSubType, Nodes.IPAddress, Nodes.IPAddressType, Nodes.DynamicIP, Nodes.Caption, Nodes.NodeDescription, Nodes.Description, Nodes.DNS, Nodes.SysName, Nodes.Vendor, Nodes.SysObjectID, Nodes.Location, Nodes.Contact, Nodes.VendorIcon, Nodes.Icon, Nodes.Status, Nodes.PolledStatus, Nodes.StatusLED, Nodes.StatusDescription, Nodes.CustomStatus, Nodes.IOSImage, Nodes.IOSVersion, Nodes.GroupStatus, Nodes.StatusIcon, Nodes.LastBoot, Nodes.SystemUpTime, Nodes.ResponseTime, Nodes.PercentLoss, Nodes.AvgResponseTime, Nodes.MinResponseTime, Nodes.MaxResponseTime, Nodes.CPUCount, Nodes.CPULoad, Nodes.MemoryUsed, Nodes.LoadAverage1, Nodes.LoadAverage5, Nodes.LoadAverage15, Nodes.MemoryAvailable, Nodes.PercentMemoryUsed, Nodes.PercentMemoryAvailable, Nodes.LastSync, Nodes.LastSystemUpTimePollUtc, Nodes.MachineType, Nodes.IsServer, Nodes.Severity, Nodes.UiSeverity, Nodes.ChildStatus, Nodes.Allow64BitCounters, Nodes.AgentPort, Nodes.TotalMemory, Nodes.CMTS, Nodes.CustomPollerLastStatisticsPoll, Nodes.CustomPollerLastStatisticsPollSuccess, Nodes.SNMPVersion, Nodes.PollInterval, Nodes.EngineID, Nodes.RediscoveryInterval, Nodes.NextPoll, Nodes.NextRediscovery, Nodes.StatCollection, Nodes.External, Nodes.Community, Nodes.RWCommunity, Nodes.IP, Nodes.IP_Address, Nodes.IPAddressGUID, Nodes.NodeName, Nodes.BlockUntil, Nodes.BufferNoMemThisHour, Nodes.BufferNoMemToday, Nodes.BufferSmMissThisHour, Nodes.BufferSmMissToday, Nodes.BufferMdMissThisHour, Nodes.BufferMdMissToday, Nodes.BufferBgMissThisHour, Nodes.BufferBgMissToday, Nodes.BufferLgMissThisHour, Nodes.BufferLgMissToday, Nodes.BufferHgMissThisHour, Nodes.BufferHgMissToday, Nodes.OrionIdPrefix, Nodes.OrionIdColumn, Nodes.SkippedPollingCycles, Nodes.MinutesSinceLastSync, Nodes.EntityType, Nodes.DetailsUrl, Nodes.DisplayName, Nodes.Category, Nodes.IsOrionServer, Nodes.Image, Nodes.AncestorDisplayNames, Nodes.AncestorDetailsUrls, Nodes.StatusIconHint, Nodes.Uri, Nodes.InstanceSiteId, Nodes.CustomProperties.NodeID, Nodes.CustomProperties.Address, Nodes.CustomProperties.AlertOnThis, Nodes.CustomProperties.AssetTag, Nodes.CustomProperties.City, Nodes.CustomProperties.CosaMap, Nodes.CustomProperties.DeviceType, Nodes.CustomProperties.Latitude, Nodes.CustomProperties.Longitude, Nodes.CustomProperties.Region, Nodes.CustomProperties.SiteCode, Nodes.CustomProperties.Sites, Nodes.CustomProperties.State, Nodes.WebUri.WebUri
    FROM Orion.Nodes (nolock=true)  ORDER BY Nodes.DisplayName RETURN XML AUTO

2. Run the query and observe for a timed out error
3. If timed out occurs, remove each column in the query then try to run until no timed out
4. Once found the column that causing timed out, verify the values of the said column i.e (CustomProperties)
5. Update or correct the value of the column that causing timed out

• Back up the user.config file located according to the error and relaunch the Network Atlas

Resolution 7:
NOTE: After upgrading, Network Atlas has encountered a problem and needs to close. We are sorry for the inconvenience. Please contact SolarWinds support about this problem.

• Reboot the polling engine were the error was seen.