Error in RabbitMQ Logs: "access to vhost '/' refused for user 'orion': vhost '/' is down" on the SolarWinds Platform

Web Console is not loading even after rebooting SolarWinds services including the RabbitMQ service.

Error Message from RabbitMQ logs that can be found in the C:\ProgramData\SolarWinds\Orion\RabbitMQ\log folder.

[error] <0.3755.0> Error on AMQP connection <0.3755.0> ([::1]:64311 -> [::1]:5671, vhost: 'none', user: 'orion', state: opening), channel 0:  {handshake_error,opening, {amqp_error,internal_error, "access to vhost '/' refused for user 'orion': vhost '/' is down", 'connection.open'}}

Please note these steps apply only to SolarWinds Platform 2020.2.6 and below.

Option 1

Soft Reset RabbitMQ:

1. If you have SolarWinds High Availability, disable the HA pool. 
2. Stop ALL SolarWinds Services and RabbitMQ (using SolarWinds Platform Service Manager)
   1. How to Start, Stop, or Restart SolarWinds Services with the SolarWinds Service Manager in the SolarWinds Platform
3. Navigate to “C:\ProgramData\SolarWinds\Orion\RabbitMQ” and delete “.erlang.cookie” (create backup in case needed)
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4. Navigate to “C:\ProgramData\SolarWinds\Orion\RabbitMQ\db\rabbit@<hostname>mnesia\msg_stores\vhosts\628WB79CIFDYO9LJI6DKMI09L” and deleted “recovery.dets” if size is not 6kb
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5. Click "queues" and delete folder's content (not the folder)
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Option 2

In a HA environment, run these steps below:

1. Stop the HA pool in the web console
2. Stop the services on the Secondary server and stop HA service
3. Stop the services on the Primary server, HA service and stop HA Globally
4. Run the Configuration Wizard on the Primary server to fix the RabbitMQ Orion account
5. Start HA on Primary and enable HA pool
6. Run Configuration wizard on Secondary Server to update the RabbitMQ Orion account on Secondary server.
7. After that, the RabbitMQ will be fixed on both sides.