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Home > Success Center > Log & Event Manager (LEM) > LEM Administrator's Guide > Troubleshoot LEM Agents and network devices

Troubleshoot LEM Agents and network devices

Updated: September 15, 2017

If you do not see the events you expected to see in the LEM console, use the following procedures to troubleshoot your LEM Agents and network devices.

Determine if LEM is receiving data from the device that you are troubleshooting

SolarWinds recommends starting with this task before moving on to the other troubleshooting tasks.

  1. Open the CMC command line. See Log in to the LEM CMC command line interface for steps.

  2. At the cmc> prompt, enter:

    appliance

  3. At the cmc::appliance> prompt, type:

    checklogs

  4. Enter an item number to select a local facility to view.

  5. Search for the specific device logging to this facility (such as the product name, device name, or IP address).

See also:

Troubleshoot devices not logging to a log file

Perform the following procedure for network devices that do not show data on the LEM appliance.

  1. Ensure that the device is configured to log to the LEM appliance.

  2. Ensure that the device is logging to the correct IP address for the LEM appliance.

  3. If the device sends SNMP traps to the LEM appliance, ensure that the LEM Manager is configured to accept SNMP traps.

    See Enable LEM to receive SNMP traps by turning on the SNMP Trap Logging Service for details.

  4. Ensure that a firewall is not blocking data communications between the device and the LEM appliance.

Troubleshoot devices logging to a log file

Perform the following procedure for network devices that display data in LEM.

  1. Ensure that the appropriate connector is configured on the LEM appliance.

  2. Ensure that your configured connector is running.

  3. If the connector is running, delete and recreate the connector instance.

Troubleshoot a LEM Agent

To begin, ensure that the LEM Agent is connected to the LEM appliance:

  1. Open the LEM console. See Log in to the LEM web console or Log in to the LEM desktop console for steps.

  2. Click Manage and select Nodes.

  3. In the Refine Results sidebar, click the Node drop-down menu and select Agent.

  4. In the Status column, note the status icon for the LEM Agent:

See also:

Troubleshoot a missing LEM Agent

  1. Verify that the LEM Agent is installed on the host computer.

  2. Verify that the LEM Agent service is running on the host computer.

Troubleshoot a disconnected LEM Agent

  1. On the host computer, verify that the LEM Agent Service is running.

    If the service is not running, start the service.

    If the service is running, go to the next step.

  2. On the host computer, ping the LEM VM or appliance by hostname.

    If the ping is successful, clear the LEM Agent certificate.

    If the ping is not successful, go to the next step.

  3. On the host computer, ping the LEM VM or appliance by IP address.

    If the ping is successful, the LEM Agent is connected. See Troubleshoot a connected LEM Agent.

    If the ping is not successful:

    1. Resolve any network or firewall issues between the LEM Agent and the LEM VM/appliance.

    2. Change your DNS settings so the LEM Agent computer can resolve the LEM appliance hostname (recommended).

    3. Edit or delete the spop.conf file (based on your system bit type) so that the LEM Agent calls the LEM VM or appliance by its IP address instead of its hostname. See Edit or delete the spop.conf file.

Edit or delete the spop.conf file

Perform the following procedure so the LEM Agent calls the LEM appliance by its IP address (Windows systems only).

  1. Stop the SolarWinds Log and Event Manager Agent service.

  2. If you are running a 32-bit Windows system, delete the spop folder. Do not delete the ContegoSPOP folder.

    The folder is located at:

    C:\Windows\System32\ContegoSPOP\spop

    If you are running a 64-bit Windows system:

    1. Open the following directory:

      C:\Windows\SysWOW64\ContegoSPOP\spop

    2. Open the spop.conf file in a text editor.

    3. Replace the ManagerAddress value with the LEM appliance IP address.

    4. Save and close the file.

  3. Start the SolarWinds Log and Event Manager Agent service.

Troubleshoot a connected LEM Agent

  1. Verify that you configured the appropriate connectors on the LEM Agent.

    For example, the LEM Agent for Windows runs the connectors for the Windows Application and Security Logs by default. However, you must configure the connector for the DNS server role.

  2. Verify that all configured connectors are running properly.

  3. If all configured connectors are running properly, delete and recreate the non-working connectors.

Contact SolarWinds Customer Support

If events from your network device do not appear in the LEM console after completing these procedures, send a screen shot of the device logging configuration screens and the appropriate system files to SolarWinds Customer Support:

https://support.solarwinds.com/Success_Center

If you are running a 32-bit Windows system, send the following files to SolarWinds Customer Support:

  • C:\Windows\System32\ContegoSPOP\spoplog.txt (the most recent version)
  • C:\Windows\ System32\ContegoSPOPoolseaderState.xml

If you are running a 64-bit Windows system, send the following files to SolarWinds Customer Support:

  • C:\Windows\SysWOW64\ContegoSPOP\spoplog.txt (the most recent version)
  • C:\Windows\SysWOW64\ContegoSPOPoolseaderState.xml
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