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Home > Success Center > Network Performance Monitor (NPM) > NPM - Knowledgebase Articles > Repair a failing Job Engine, Collector, and Information Service in the Orion Platform

Repair a failing Job Engine, Collector, and Information Service in the Orion Platform

Table of contents

Updated January 23, 2019

Overview

Always make sure you have a recent backup of SQL and Solarwinds NPM.
If you'd like to use SolarWinds Backup, click here for information. You can try it out for free!

Replacing Job Engine and/or Collector .sdf files is a commonly used step to address a number of potential issues with Orion installations, but it is not always required. For more information, see The job scheduler database file is corrupt.

In the below scenario, we found an issue where a customer unmanaged their node and then remanaged the node when maintenance work was completed. 

The remanaged node came back as Unknown and remained like this for a number of days before the customer raised a ticket. There was no error in the logs.

Environment

NPM version 12.0 and later

Steps

You should always open a ticket with Technical Support before trying these steps.

  1. As a local administrator, log in to the SolarWinds server hosting your Orion installation.
  2. Stop all Orion services in the Orion Service Manager (Start > All Programs > SolarWinds Orion > Advanced Features).

  3. Navigate to the SolarWinds installation directory, ProgramData/SolarWinds/Installers. Files in that directory will look similar to the following:

repair.jpg

  1. Uninstall the following Core services:
    1. Uninstall the Job Engine v2 by right-clicking JobEngine.v2.msi and selecting Uninstall.
    2. Uninstall the Job Engine v1 by right-clicking JobEngine.msi and selecting Uninstall.
    3. Uninstall the Collector by right-clicking CollectorInstaller.msi and selecting Uninstall.
    4. Uninstall the Information Service by right-clicking Informationservice.msi and selecting Uninstall.

      Grab a screenshot or make a note of the InformationService.msi filename, as the filename may vary depending on the Orion Platform version you're working with. For example, the file to uninstall for Orion Platform 2018.4 products is SWIS-2017.5.0.2118-InformationService.msi. You'll need to know the filename when you reinstall that service.

  2. Reinstall the four services: in each case, look for the Configuration wizard popup on the background.
    1. Right-click CollectorInstaller.msi and select Install.
    2. Right-click JobEngine.msi and select Install. Choose Typical when prompted.
    3. Right-click JobEngine.v2.msi and select Install.
    4. Right-click InformationService.msi and select Install. (See note made in last step for exact filename.)

    5. Select Complete if prompted for Type of install.

  3. In the event that the installer fails, you will need to re-run the installer in compatibility mode. 
    1. Right-click on the installer.
    2. Select Properties.
    3. Click the Compatibility tab.
    4. Under Compatibility Mode, select Run this program in compatibility mode.
    5. Click Apply.
  4. Re-run the installer.
  5. Start all Orion services from Orion Service Manager.
  6. Reboot the server (Optional).

 

 

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Manual steps for Collector and JobsEngineV2

To do so:

Collector

  1. - Stop Orion service from Orion Service Manager on all Servers
  2. - Navigate to the folder C:\ProgramData\Solarwinds\Collector\Data
  3. - Rename the file PollingController.sdf to PollingController.sdf.old
  4. - Copy the file PollingController-Blank.sdf and paste on the same folder
  5. - Rename the new copied file to PollingController.sdf and right-click it > properties and untick read only

 

JobsEngineV2

 

  1. - Navigate to the folder C:\ProgramData\Solarwinds\JobEngine.v2\Data
  2. - Rename the file JobEngine35.sdf to JobEngine35.sdf.old
  3. - Copy the file JobEngine35 - Blank.sdf and paste on the same folder
  4. - Rename the new copied file to JobEngine35.sdf and right-click it > properties and untick read-only

 

- After the steps above are performed on all servers, start all Orion Service from the Orion Service Manager starting with the Main Poller. 

 

Note: if the JobEngine service or Collector go to stop state on the Orion Service Manager, that means that you miss the read-only option under Properties on the SDF file, please check this.

Right Click the file PollingController.sdf or JobEngine35.sdf and right-click it > properties and untick read-only

 

 

 

 

 

 

 

 

 

 

 

 

 

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