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Home > Success Center > Network Performance Monitor (NPM) > Network Atlas is unable to connect to the SolarWinds Information Service (SWIS)

Network Atlas is unable to connect to the SolarWinds Information Service (SWIS)

Updated March 11th, 2016

Overview

This article discusses troubleshooting steps to address the issue where Network Atlas is unable to connect to the SolarWinds Information Service (SWIS).

Environment

All NPM versions

Resolution

Confirm that the following conditions are met:

  • In older versions, the Network Atlas user must have sufficient rights to access the local user graphics folder.
  • If you are using domain accounts, use the short domain name. For example, use domain instead of domain.local.
  • If you are using Kerberos authentication (NT LAN Manager (NTLM) is disabled in the relevant group policy), confirm the following:
    • The Network Atlas user is a member of the domain to which the Orion server belongs
    • The Network Atlas user is logging in from a computer that is in the domain to which the Orion server belongs
      Note: Login with AD users from trusted domains is not supported at this time. 
    Otherwise, any of the following approaches may resolve the error:
    • Use a local Orion server account as your Network Atlas login.
    • Enable NTLM in relevant group policies.
    • Place the computer on which you are using Network Atlas in the same domain as your primary Orion server.
  • Confirm that the system time on the computer on which you are using Network Atlas varies no more than five minutes from the system time on your primary Orion server. If system times vary more than five minutes, Windows Communication Foundation (WCF) prevents the connection with a security exception similar to an incorrect user and password combination.
  • Port 17777 is open on any installed firewalls protecting your primary Orion server.
 
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