Information Service connectivity issues shown on the Orion Website or logs

11/8/2018 2:44 AM

9/14/2021 2:28 PM

Information Service connect errors are very common and have many possible causes. This article discusses how to diagnose the cause and find a solution.

 

You may see one of the following errors in either the Orion Web Console or one of the other Orion Service logs.

 

There was an error retrieving data from SolarWinds Information Service"
Error: A query to the SolarWinds Information Service failed.

 

System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at net.tcp://OrionServer:17777/SolarWinds/InformationService/Orion/certificate that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details.

 

Notice the "InformationService" part of the URI string, this indicates that Information Service either did not start or is not listening.

 

Also, there was no endpoint listening at net.tcp://localhost:17777/SolarWinds/InformationService/v3/Orion/ssl that could accept the message.

 

Just as above, notice the "InformationService" which states that there is an issue with Information Service v3.

Orion Platform

This can be caused by one of the following:

• Service did not start.
• Firewall is blocking 17777.
• Missing Windows component or dependency.
• Bad or missing data in XML config.
• Bad or missing Assembly or DLL file.
• 3rd Party Software like Dynatrace Agent or Black Carbon

 

For the second error message about the Information Service v3:

• Bindings not set properly on all pollers and websites.

 

***IF THE LOGS DON'T CREATE NEW LOGS OR THERE IS NO LOG CHECK 3RD PARTY PROGRAMS LIKE DYNATRACE AGENT OR BLACK CARBON***

Information Service does not start

1. Check to see if Information Service is started. 

   1. This service requires the following:
      -Microsoft Message Queue (© 2018 Microsoft, available at https://www.microsoft.com, obtained on December 3, 2018)
      -TCP Net Port Sharing Service (© 2018 Microsoft, available at https://www.microsoft.com, obtained on December 3, 2018)
      -Windows Performance Counters for Information Service (© 2018 Microsoft, available at https://www.microsoft.com, obtained on December 3, 2018)
      -Solarwinds.net Windows Event log (© 2018 Microsoft, available at https://www.microsoft.com, obtained on December 3, 2018)
      -Solarwinds-Orion SSL Certificate 
   2. Check the following logs: 
      
      Information Service V2: C:\ProgramData\Solarwinds\InformationService\InformationService.log 
      Information Service V3: C:\ProgramData\Solarwinds\InformationService\InformationServiceV3.log 
      
      Startup Message: 
      INFO  SolarWinds.InformationService.Plugins.RunningPlugin - Starting service for Orion
       

      If you see this message in both logs then SWIS started correctly.
       

      Example of a XML Error from this log:
      ERROR SolarWinds.InformationService.Plugins.PluginManager - Error starting plugin Orion
      System.Configuration.ConfigurationErrorsException: Configuration system failed to initialize ---> System.Configuration.ConfigurationErrorsException: Data at the root level is invalid. Line 2, position 1. (C:\Program Files (x86)\SolarWinds\Orion\Information Service\3.0\SolarWinds.InformationService.Service.exe.config line 2) ---> System.Xml.XmlException: Data at the root level is invalid. Line 2, position 1.

      
      If you see the above error in this log then running a Repair on Information Service will resolve it.
       

   3. Check the following logs to see if SWIS has any errors post startup
      
      C:\ProgramData\Solarwinds\InformationService\v3.0\Orion.InformationService.log
      
      The following line shows that SWIS is listening:
      INFO  SolarWinds.InformationService.Core.InformationServiceService - (null)     Listening on net.tcp://localhost:17777/SolarWinds/InformationService/v3/Orion/certificate
      
      Example of a Assembly error from this log:
      WARN  SolarWinds.Data.Providers.Orion.DynamicServicesHost - (null)     Error getting types from assembly SolarWinds.Data.Providers.AppStack, Version=2015.1.25300.8343, Culture=neutral, PublicKeyToken=null. System.Reflection.ReflectionTypeLoadException: Unable to load one or more of the requested types. Retrieve the LoaderExceptions property for more information.
         at System.Reflection.RuntimeModule.GetTypes(RuntimeModule module)
         at System.Reflection.Assembly.GetTypes()
         at SolarWinds.Data.Providers.Orion.DynamicServicesHost.LoadChildDynamicServices(Assembly assembly)
      
      ERROR SolarWinds.InformationService.Core.InformationServiceService - (null)     Information Service failed to open a channel.
      System.Configuration.ConfigurationErrorsException: The type 'SolarWinds.InformationService.Contract2.Bindings.GZipMessageEncodingElement, SolarWinds.InformationService.Contract2' registered for extension 'gzipMessageEncoding' could not be loaded. (C:\Program Files (x86)\SolarWinds\Orion\Information Service\3.0\SolarWinds.InformationService.Service.exe.config line 137)
      
      If you see the above error then repairing Information Service will resolve it.
       

2. Make sure that no Firewalls or Anti-Virus products are blocking TCP Port 17777 

3. Make sure that all Data Providers started
   
   Check  
   C:\ProgramData\Solarwinds\InformationService\v3.0\Orion.InformationService.log
   
   Example:
   SolarWinds.InformationService.Core.EndpointInfo - (null)     Starting dataprovider Orion​

4. If you are seeing Timeout errors:
   
   Check here: System.Data.SqlClient.SqlException (0x80131904): Timeout expired
    

5. If you are seeing Deadlocks:
   
    System.Data.SqlClient.SqlException (0x80131904): Transaction (Process ID 77) was deadlocked
   
   Check here: Transaction was Deadlocked

6. If you are seeing Long Running Queries:
   
   WARN  SolarWinds.InformationService.Core.InformationService - (null)  Support! -- LONG RUNNING QUERY: Session uuid:67b624d1-cfb7-4d28-ba5b-f5dd2159c82a;id=4 - Query took 16258.4283 ms:
   
   Check here: SQL - Performance optimization and best practices

 

For the Information Service v3 error message:

1. If you are using HTTPS(SSL) make sure to set it correctly in the database:
    

       Check here: Enable SSL or https for the Orion Web Console

 

2. Make sure you have your bindings set correctly in IIS:

      Check here: Manage website bindings in IIS Manager

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