Submit a ticketCall us

Bridging the ITSM Divide
Integrated help desk and remote support software for faster resolution

Join us on Wednesday, November 29, 2017 at 11 a.m. CT, as we discuss the benefits of effectively integrating your help desk software with remote support solutions to help increase the efficiency of IT administration, improve communication, and decrease mean time to resolution (MTTR) for IT issues of all sizes. This directly impacts end-user satisfaction and your business’ bottom line. Register Now.

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 and additional web servers. APE, AWS and HA installer will give you this issue when the Main poller is far away or have QOS 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 of the following kinds.

 

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 help improve data transfer between the systems on your domain to reduce download times and complete the installation within 30 minutes.

    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 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

  4. This will hopefully upgrade the rest of the software, however, you should note that any unresolved network connectivity issues between Additional Poller \ Web \ HA Backup and the Primary Polling Engine or SQL server may cause you further problems going forward if this is not addressed.

***other notes***

if your experiencing this on multiple additional pollers \ web servers

  1. follow the above steps on one of the additional pollers \ web servers
  2. wait until the installer finish but dont exit the app
  3. make a copy this folder %temp%\SWOrionSetup[currenttimestamp]\subinstallers and transfer it to the other additional pollers \ web servers
  4. follow the above steps until step 2
  5. copy the contents of the subinstallers folder into %temp%\SWOrionSetup[currenttimestamp]\subinstallers
  6. continue with the installer

 

 

 

 

Last modified

Tags

Classifications

Public