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Home > Success Center > Network Performance Monitor (NPM) > There was an error retrieving data from SolarWinds Information Service

There was an error retrieving data from SolarWinds Information Service

Overview

When opening any objects, such as http://<NPM server IP>:<port>/Orion/NetPerfMon/NodeDetails.aspx?NetObject=N:62, the following error appears:

 

There was an error retrieving data from SolarWinds Information Service

 

 

The following information shows in the Event logs:

 

Time: 11/04/2015 10:18:08.5040
Server: Microsoft-IIS/8.5
Pipeline: Integrated
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/46.0.2490.80 Safari/537.36
Error Instance: 5ff36bea6da84b4d8a874c8152610a79
User: admin
URL: http://npm1:8787/Orion/NetPerfMon/No...NetObject=N:44
Referrer: http://npm1:8787/Orion/NetPerfMon/No...NetObject=N:44
Message: Error: A query to the SolarWinds Information Service failed.
ErrorSite: OrionWeb.InformationServiceProxy.PropagateException
ErrorType: SolarWinds.Orion.Web.InformationService.SwisQueryException
Stack:
at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.PropagateException(Exception e)
at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.Query(String query, IDictionary`2 parameters, Boolean useSeparateExecutionContext)
at SolarWinds.Orion.Web.InformationService.InformationServiceProxy.Query(String query, IDictionary`2 parameters)
at SolarWinds.Netflow.Web.Reporting.SWISHelper.<>c__DisplayClass1.<Query>b__0()
at SolarWinds.Netflow.Web.Reporting.SWISHelper.Query(String swql, Dictionary`2 parameters, Func`1 getData)
at SolarWinds.Netflow.Web.Reporting.SWISHelper.Query(String swql, Dictionary`2 parameters, IInformationServiceProxy proxy)
at SolarWinds.Netflow.Web.Reporting.SWISHelper.Query(String swql, Dictionary`2 parameters)
at SolarWinds.Netflow.Web.Reporting.TimePeriodUiDbInfo..ctor(DateTime startTime, DateTime endTime, Boolean trimStartTimeEndTime)

Environment

NPM version 11.5

Cause 

The Information service is corrupted and subscription is not cleared out.

Resolution

 

Resolution 1

Notes: 

  • ​Consult your System Administrator before performing the following procedure. 
  • Log in as Local Administrator and not as Domain Administrator on the server .
  • Disable UAC before performing these steps. 
  • Save a copy of the original files to your local drive as a backup files, in case you need to roll back later.

 

  1. Log in to your NPM server using Local Administrator account.
  2. On the Orion NPM server, click Start > All Programs > SolarWinds Orion > Advanced Features > Orion Service Manager to access your Orion Service Manager.
  3. Click Shutdown Everything to stop all services.
  4. Open CMD, and run the command iisreset /stop.
  5. Go to the following locations and delete the folder inside 'root' folder:
      -C:\Windows\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files\root
      -C:\Windows\Microsoft.NET\Framework\v4.0.30319\Temporary ASP.NET Files\root
      -C:\Windows\Microsoft.NET\Framework64\v2.0.50727\Temporary ASP.NET Files\root
      -C:\Windows\Microsoft.NET\Framework64\v4.0.30319\Temporary ASP.NET Files\root
  6. Click Start > All Programs > SolarWindsOrion > Advanced Features > Database Manager. Once there, follow the following steps:
    1. Click Add Default server.
    2. Expand your SQL server and locate your SolarWinds database.
    3. Right-click your Solarwinds database and then select New Query.
    4. On the right field, paste the following:
      delete from dbo.PendingNotifications
      delete from dbo.SubscriptionTags
      delete from dbo.Subscriptions
         
      Note: This clears out all the temporary data from the Subscriptions table.
  7. Go to C:\ProgramData\Solarwinds\installers.
  8. Right-click InformationService.msi and then click Repair.  
  9. Open CMD, and run the command iisreset /start.
  10. Go to Start > All Programs > SolarWinds Orion > Advanced Features > Orion Service Manager, and then click Start Everything.

 

Resolution 2:

Please run the Orion Configuration Wizard:

 

  1. Start > All Programs > SolarWinds Orion > Configuration and Auto-Discovery > Configuration Wizard
  2. Run Configuration Wizard for:
    1. Database
    2. Website
    3. Service
  3. Follow the onscreen prompts to complete the Configuration Wizard. 
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