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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 14, 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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