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Home > Success Center > Network Performance Monitor (NPM) > NPM - Knowledgebase Articles > Compatibility check error messages

Compatibility check error messages

Table of contents

Updated January 2, 2019

Overview

In general, if you are installing or upgrading any SolarWinds Orion products, you must also upgrade all additional polling engines and additional web servers in your installation to ensure that all modules are using the same version of the Orion Platform.

 

If you are upgrading multiple SolarWinds modules, the Orion Installer automatically determines your upgrade path and (for supported versions) upgrades all modules to the latest compatible versions. If you are upgrading older product versions that are not supported by the Orion Installer, you can still use the Orion Installer to determine your upgrade path. You can also use the Product Upgrade Advisor

 

For the latest information on upgrading SolarWinds products, see:

Environment

  • Orion Core 2011.1 and higher
  • Orion NPM 10.1.2 and higher

Detail

The following error message may display during installation:

  • Title: License Application Error
  • Message: License key activation has failed. The size of your license cannot be increased.
  • Resolution: Copy the error and then submit a customer service ticket to confirm that your license is correct. If your license level is correct, submit a technical support ticket so SolarWinds can appropriately track and address your error condition.

     

The following error messages may display in the Compatibility Check Wizard:

  • Title: An Error Has Occurred
  • Message: Can't receive data from SolarWinds Information Service. An unsecured or incorrectly secured fault was received from the other party.
  • Resolution: Verify that the Windows time stamp on the Additional Poller matches that of the primary Orion Server.
    • NOTE: If you are prompted for IIS authentication and are unable to view the default Orion login page, create an Orion-only Administrator account in the Web console and use this account for IIS authentication. 
      If the issue is still not resolved, check the Windows application error logs in the Event Viewer on the main Orion poller. If you find errors about user profile creation on the server and the use of a temporary profile, create an Orion account with full admin rights and use this in the Compatibility Check Wizard on the additional poller to validate the software.
       
  • Title: An Existing Orion Installation Detected
  • Message: A main Orion server has already been installed on this server. You cannot install an additional component on a main Orion server.
  • Resolution: The server on which you are attempting to install your Orion product already has at least one Orion installation on it. This Orion installation may be or have been an evaluation or fully-licensed version of a primary Orion server. Confirm that all previous Orion installations have been completely removed. For more information about uninstalling Orion NPM, see the article "How do I fully uninstall Orion NPM".
     
  • Title: A Module Update is Required
  • Messages:
    • "The versions of Orion installed on the main Orion server and on this server do not match.
      Note: Complete any and all required updates to the main Orion server before updating this server.
    • "Module '{0}' is not present on main Orion server. You must first install Module '{0}' on the main Orion server."
    • "Module '{0}' on the main Orion server is an older version than the one you are trying to install on this server. you must first update this module on the main Orion server before installing Module '{0}' on this server."
    • "Module '{0}' on the main Orion server is a newer version than the one you are trying to install on this server. You must install a newer version of Module '{0}' on this server."
  • Resolution: Your primary Orion server is not running the same version of Orion Core that you are trying to install on your additional server. Confirm that you have upgraded your primary Orion server before proceeding with the upgrade of your additional server to the same level as your primary Orion server.

  • Title: Main Orion Server Name Cannot be Resolved
  • Message: "The SolarWinds Information Service on this server is unable to resolve the name of your main Orion server."
  • Resolution: Confirm that you can ping your primary Orion server from the additional server.
     
  • Title: Cannot Connect to the Main Orion Server
  • Message: "This server is unable to establish a connection to SolarWinds Information Service on the main Orion server."
  • Resolution: Confirm that you can ping your primary Orion server from the additional server. Confirm that the SolarWinds Information Service on your main Orion server is indeed running.
    • To confirm that the SolarWinds Information Service on the main Orion server is running:
      After confirming that the SolarWinds Information Service is running, attempt the installation on your additional server.
      1. Log on to your primary Orion server as an administrator.
      2. Click Start > All Programs > Administrative Tools > Services.
        1. If theSolarWinds Information Service is Stopped or Manual, right-click SolarWinds Information Service, and then click Start.
        2. If theSolarWinds Information Service is Started, right-click SolarWinds Information Service, and then click Restart.
           
  • Title: An Error Has Occurred
  • Message: Error description:{message from exception here}
  • Resolution: Copy the error and then search the SolarWinds Success Center for a resolution before submitting a technical support ticket.

 

  • Title: Cannot receive data from SolarWinds Administration Service
    Message: "Can't receive data from SolarWinds Administration Service."

  


Resolution: Confirm that the SolarWinds Administration Service on your main Orion server is running.

  1. Log in to your primary Orion server as an administrator.
  2. Click Start > All Programs > Administrative Tools > Services.
  3. Find the SolarWinds Administration Service on the list. If it is not started, click Start.

You can now continue the installation or upgrade.

 

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