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Home > Success Center > Network Performance Monitor (NPM) > Installer fails with a socket connection message when installing from the main poller

Installer fails with a socket connection message when installing from the main poller

Updated 19-10-2017

Overview

 

SolarWinds provides an installation package that downloads and installs products from the main polling engine to additional polling engines (APE) and additional web servers (AWS). This issue occurs during installations on APE, AWS and High Availability (HA) servers when the main polling engine is far away or when there are oS policies slowing connection.

 

If the additional polling engine or additional web server has a slow connection to the main poller, the installation might fail with a timeout error.

 

image.png

(“Downloading Process has been unexpectedly interrupted, please check your network connectivity”)

but you may also see "Socket connection has been disposed " in logs. 

 

Each installation file has a download timeout of 30 minutes from the main polling engine to additional systems. Each Orion product will have a file to download to each system. The largest file is the Orion Platform features (about 800MB or more), the next largest is SQL Express (about 300 MB or more). Each file must be transferred within 30 minutes.

Environment

  • Additional Polling Engines (APE)
  • Additional Web Servers (AWS)

Cause 

A slow Internet connection to the main poller causes a timeout when installing on additional polling engines and additional web servers. A timeout occurs if each installation file download takes longer than 30 minutes.

Resolution

  • Check the connectivity in your network to the main polling engine to other systems (Additional Poller \ Web \ HA Backup Servers) receiving the installations.
  • Take actions to improve data transfer between the systems on your domain to reduce download times and complete the installation within 30 minutes.

Workaround I

If the above is not possible you can try this workaround:

  1. Run the Scalability Engines installer again on the Additional Poller \ Web \ HA Backup server you are upgrading and click through until you see a screen right before downloading starts.
  2. Copy ‘C:\ProgramData\Solarwinds\Installers\CoreInstaller.msi’ as well as MIBs.msi from the main server to server you are upgrading to the following location: %temp%\SWOrionSetup[currenttimestamp]\subinstallers\CORE_2017.x\

  3. Resume from where you left off in Step #1 with the installation of the Additional Poller \ Web \ HA Backup using the Scalability Engines Installer.

The upgrade completes successfully.

Any unresolved network connectivity issues between Additional Poller \ Web \ HA Backup and the main polling engine or SQL server may cause you further problems going forward if this is not addressed.

Workaround II

If you have multiple Additional Polling Engines in your environment, and the installation completed successfully on at least one of them, complete the steps below:

  1. On the Additional Polling Engine that fails when downloading the packages, run the Scalability Engine Installer, but don't go through the installation yet.
  2. Log on to the Additional Polling Engine where the Scalability Engine Installer completed successfully, and navigate to C:\ProgramData\SolarWinds\Installers.
  3. Copy and paste the entire contents of the Installers folder from the working Additional Polling Engine over to the to the "%Temp%\SWOrionSetup[currenttimestamp]\Subinstallers" directory on the Additional Polling Engine that is having the issues with the installer.
  4. When you have copied over the files, continue with the installation of the Scalability Engine Installer on the Additional Polling Engine with the problem.

The Scalability Engine completes successfully.

 

 

 

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