Incorrect Platform Connect token causes AI Agent button missing after upgrade to SolarWinds Observability Self-Hosted 2026.1

2/14/2026 12:03 AM

2/14/2026 12:28 AM

After upgrading OSH to 2026.1, Platform Connect is enabled but the AI Agent icon does not appear in the top menu of the web console.

 

The environment is connected to SolarWinds Observability SaaS, and the SaaS account shows an active AI license, but the OSH Platform does not reflect the entitlement and the SaaS license button is greyed out in Platform Connect.

SolarWinds Observability

The AI Agent button can be hidden for multiple reasons:

1. Incorrect API token type used in Platform Connect

   • An ingestion token was entered instead of a valid API Access Token when configuring Platform Connect in OSH.

   • As a result, OSH connected to the SaaS tenant for data ingestion, but licensing and AI feature flags were not correctly synchronized.

   • The aiFunctionality setting was enabled (true), but the AI licensing feature flag swosh_swopilot_client was never populated in Orion.Licensing.Features, so the AI Agent remained hidden.

2. AI feature prerequisites

   • For AI Agent to be visible and functional in OSH, both of the following must be true:

     • Licensing feature flag swosh_swopilot_client exists in Orion.Licensing.Features.

     • aiFunctionality = true in UamsClient.PlatformConnectInfo.

   • In OSH 2026.1, AI is only supported when the cloud provider is AWS; environments connected to Azure will not have AI functionality until cloud support changes.

RESOLUTION:

Verify AI feature flags via SWIS

a. Run the following SWQL queries (for example from SWQL Studio or SWIS query tools) against OSH:

    1.  To do so: go to http://<SERVER NAME>/Orion/Admin/swis.aspx. and replace <SERVER NAME> with the correct IP or hostname for your   

          environment. 

     2. Remove the default SWQL query and paste the query below

 

-- Scripts are not supported under any SolarWinds support program or service.
-- Scripts are provided AS IS without warranty of any kind. SolarWinds further
-- disclaims all warranties including, without limitation, any implied warranties
-- of merchantability or of fitness for a particular purpose. The risk arising
-- out of the use or performance of the 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 scripts or documentation.

-- Check if the AI Agent licensing feature flag is present
SELECT Feature
FROM Orion.Licensing.Features
WHERE Feature = 'swosh_swopilot_client';

• Expected: one row returned if the AI Agent licensing flag is enabled.

• Problem indication: no rows returned (feature flag not enabled).

    3. Run the query below next:

-- Scripts are not supported under any SolarWinds support program or service.
-- Scripts are provided AS IS without warranty of any kind. SolarWinds further
-- disclaims all warranties including, without limitation, any implied warranties
-- of merchantability or of fitness for a particular purpose. The risk arising
-- out of the use or performance of the 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 scripts or documentation.

-- Check if AI functionality is enabled in Platform Connect
SELECT Value
FROM UamsClient.PlatformConnectInfo
WHERE Key = 'aiFunctionality';

• Expected: Value = 'true' (string).

• If false or no rows: AI functionality is disabled and the AI Agent will not appear.

b. Validate cloud provider and service status

• • In the OSH Platform Connect wizard, confirm:

    • The environment is connected to AWS as the cloud provider (Azure does not support AI in 2026.1).

c. Review Platform Connect and SaaS license state

• • In OSH, open Platform Connect and verify:

    • The SaaS tenant is connected.

    • License details for OSH are visible and not greyed out.

  • In the customer’s SaaS tenant, confirm:

    • OSH is associated with the correct SaaS account.

    • The AI license or OSH license is active and not expired.

  If:

  • aiFunctionality = 'true',

  • the SaaS tenant has an active AI/OSH license,

  • but swosh_swopilot_client is still missing,

  then the Platform Connect token/configuration is likely incorrect.

To correct a misconfigured Platform Connect API token:

 

Step 1: Correct the Platform Connect token

1. In the SolarWinds Observability SaaS tenant, generate a new API Access Token specifically intended for Platform Connect (do not use an ingestion-only token). https://documentation.solarwinds.com/en/success_center/orionplatform/content/swo/hco_platform-connect.htm

2. Note down the token value securely.

Step 2: Reconfigure Platform Connect on OSH

1. On the OSH Web, Go to  Console, Settings --> All Settings --> Add\Edit Platform Connector  

   • Click on the "Uninstall Agent" button.

         2. In the OSH web console:

• • Launch the Platform Connect wizard.

  • When prompted for credentials, enter the new API Access Token from Step 1.

  • Complete the wizard to reconnect OSH to the SaaS tenant using the correct token.

This forces OSH to re‑establish trust with the SaaS account using the correct token type, allowing AI entitlements and feature flags to sync.

Step 3: Verify feature flags and UI

After a short synchronization period:

1. Re‑run the SWIS queries from the verification steps above:

   • Orion.Licensing.Features should now contain a row for swosh_swopilot_client.

   • aiFunctionality should remain true in UamsClient.PlatformConnectInfo.

Then, Log out of the OSH web console.

Clear the browser cache (Ctrl+F5 / Cmd+Shift+R).

Log back in and check for the AI Agent icon in the top menu.