Applications Systems

CPU and memory history stops updating when Job Engine v3 cannot decrypt polling credentials

First published date

8/20/2026 6:05 PM

Last published date

9/10/2026 3:09 PM

Overview

CPU and memory history may stop updating in Performance Analysis or PerfStack even though requests complete successfully. New polling data is not written, and node synchronization timestamps remain stale. In this case, rebuilding the polling databases did not resolve the issue.

Product section

Server Application Monitor

Cause

The SolarWinds Job Engine V3 Credentials certificate is present, but its private key is missing from Windows key storage. Job Engine v3 uses this certificate to encrypt and decrypt polling credentials.

Resolution

  1. On the affected SolarWinds Platform server, open certlm.msc.

  2. Go to Certificates – Local Computer > Personal > Certificates and locate SolarWinds Job Engine V3 Credentials. Confirm that the certificate does not have an associated private key.

  3. During a maintenance window, back up the current contents of:

    %ALLUSERSPROFILE%\Application Data\Microsoft\Crypto\Keys

  4. Stop these services using the SolarWinds Platform Service Manager:

    • SolarWinds Collector
    • SolarWinds Job Engine Service v3
    • SolarWinds Certificate Management Service

  5. Restore the exact private-key file from a known-good backup to its original location. Preserve the original filename and permissions. Do not use a key from another server or generate a replacement key manually.

  6. Start the services in this order:

    1. SolarWinds Certificate Management Service
    2. SolarWinds Job Engine Service v3
    3. SolarWinds Collector

    Start the remaining SolarWinds services afterward, if required.

  7. Confirm that the certificate now shows an available private key and that Manage Private Keys opens successfully.

  8. Verify that the Keyset does not exist and credential-decryption errors no longer occur. After polling resumes, confirm that new CPU and memory data, SAM data, and node-uptime data are being collected. The historical data gap cannot be recreated.

NOTE: If the original private-key file is unavailable or restoration does not resolve the issue, stop and contact SolarWinds Support for a support-guided Job Engine v3 certificate reset or regeneration.