Network Management

Node marked as down but can be pinged from the NPM server

This article provides brief information and steps to resolve the issue when a node is marked as down, can be pinged from the NPM server.

First published date

11/15/2018 1:46 PM

Last published date

1/10/2022 5:52 PM

Overview

This article provides brief information and steps to resolve the issue when a node is marked as down, can be pinged from the NPM server.

Product section

Network Performance Monitor

Cause

The issue is caused when the polling is not working in NPM. The node status cannot be updated correctly. The size of the ping packet that NPM is sending to the device can also contribute to the issue.

Resolution

1. Polling issue on the NPM server, check to make sure that the services are all running and the server is not marked as down in Settings, Polling engines in the NPM web console. Stopping the services and doing the steps below to uninstall and reinstall the services will usually resolve most polling issues.

a. Stop all SW services using the Orion service manager located at Start > All Programs > Solarwinds Orion > Advanced Features.

b. Browse to Documents and Settings\All Users\Application Data\SolarWinds\Installers.

Note: For Windows 2008 – the Path is C:\ProgramData\Solarwinds\installers.

c. Run the JobEngine.msi, Jobengine.v2.msi and the CollectorInstaller.msi and uninstall each.

d. After they are all removed then run them again to reinstall the services, if the installer asks choose Typical install.

Note: If the Job engine service does not want to reinstall you can launch a command prompt using Run As Administrator and navigate to C:\ProgramData\Solarwinds\installers in the CMD prompt and type Jobengine.msi to run the installer with the elevated privileges and it should then be able to install correctly.

e. Restart all SolarWinds services.

2. If the polling is working correctly and the node is still marked as down in NPM even though you can ping it in Windows with no issues then the issue may be that the Node or something in the path to the node is seeing the ping packet from NPM as a fragmented packet and discarding it.

3. To resolve the issue with the Ping packet size go to Settings, Polling settings in the NPM web console. Where it says ICMP Data SolarWinds Status Query add some characters to the the data field to increase the size of our Ping packet. Use

SolarWinds Status Query!!!!!.

Note: That should make the packet large enough so that it is no longer seen as fragmented and if that was the issue the device should be marked as up with in a couple of minutes when the next poll cycle happens.

If the above does not help with the issue contact SolarWinds Support to assist with troubleshooting the issue.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.