Submit a ticketCall us

AnnouncementsAre You “Flying Blind?”

When it comes to your complex IT infrastructure, you want to ensure you have a good grasp of what’s going on to avoid any fire drills that result from guesswork. Read our white paper to learn how proactively monitoring your IT environment can help your organization while giving you peace of mind.

Get your free white paper.

Home > Success Center > Orion Platform > Orion - Knowledgebase Articles > Basic SolarWinds Orion Troubleshooting Guide

Basic SolarWinds Orion Troubleshooting Guide

Updated Oct 05, 2018

Overview

This article provides basic steps on how you can troubleshoot a SolarWinds application in case of a System Down situation.

This article will cover the following key points:

  • Quick fast resolution and isolation of your System Down issues.
  • Server in isolated environment - unable to send diagnostics to SolarwWinds, or WebEx session not allowed.
  • Faster response from SolarWinds Tech Support Center.
  • Performance and Health Check - resolving performance issues.

Common System Down situations

  • The Orion Web Console is down
  • Orion Polling is down
  • Orion Services are flapping
  • The Orion server is not responding
  • The Orion Web Console loads with errors
  • Orion server disk is filling up quickly

Environment

  • All SolarWinds Orion Platform products 

Steps

Orion Services flapping

If services are flapping (unable to start), follow the steps below:

  1. Check the free disk space on the Orion Server as well as the SQL server.
  2. Make sure you are not using SQL Express Edition which has 10 GB limit.
  3. Disable any installed antivirus and confirm that it's no longer active.
  4. Try rebooting the system and check the services are Up.
  5. Check if there isn't another user logged in to the Orion server.
    1. Task Manager > Users.
    2. If you see some logged in users, log them off.
  6. Log in to the Orion server with a Local Administrator account (not with domain admin)
  7. Repair the SolarWinds Orion Core Service & Configuration Wizard:
    1. Log in to the Orion NPM server as a Windows Local Administrator.
    2. Click Start > Control Panel > Programs and Features.
    3. Right-click SolarWinds Orion Core Services, and select Repair.
    4. After the repair, the Configuration wizard launches.
    5. Complete the Configuration wizard by clicking the NEXT & YES options. Configuring the website might take a few minutes.
    6. After completing the above steps, check the services are Up again.
      • If the evaluation license expires, Syslog and Trap services will not start.
      • When the Configuration wizard is running, open the Orion Service Manager repetitively to make sure all Orion Services are in the STOPPED state.
      • If you notice any service flapping when the Configuration wizard runs, click Shutdown Everything until you see the Configuration wizard reaches the Configuring Website portion.

      • While running the Configuration wizard, open the Task Manager and make sure the CPU and memory are stable and have not reached 100% utilization for a longer time period, especially when the Configuration wizard starts the SolarWinds Services in the last stage.

 

The expected result is that the Configuration completes successfully and all Orion Services are back up and running.

To verify the status of Orion services, follow the steps below:

  1. Wait for 10 minutes.
  2. Verify the service status through the log file:
    1. Open the following log file C:\ProgramData\SolarWinds\Logs\Orion\BusinessLayerHost.log and scroll to the bottom
    2. The last line shows the service status: INFO SolarWinds.BusinessLayerHost.BusinessLayerHostService - All plugins started

 

If you're encountering issues with high CPU or website performance issues, review the following posts:

 

Failure Situations

  • Orion services refused to repair.
  • The Configuration wizard failed to connect to the Orion SQL server.
  • The Configuration wizard failed with a Database Configuration Failure error
  • The Configuration wizard failure with Website configuration failure. For more information, see Rebuild the Orion website.

If you still receive the error message, search the SolarWinds Success Center for more information.

 

Orion Service logs

Orion logs are always available under the following locations (ProgramData is system hidden):

  • C:\ProgramData\SolarWinds
  • C:\ProgramData\SolarWinds\Logs\Orion

 

Example scenario

The Orion JobEngine is flapping and unable to start.

Open the log file below. Scroll down to the bottom of the file and check what type of error you receive when the service fails.

C:\ProgramData\SolarWinds\JobEngine.v2\Logs\SolarWinds.JobEngineService_v2_13.log

Solarwinds Information Service V3

C:\ProgramData\SolarWinds\InformationService\v3.0\Orion.InformationService.log

Solarwinds Recommendation service is flapping

C:\ProgramData\SolarWinds\Logs\Recommendations\Recommendations.Services.log

SolarWinds Cortex service is flapping

C:\ProgramData\SolarWinds\Logs\Cortex\cortex.log

Configuration wizard logs

C:\ProgramData\SolarWinds\Logs\Orion\ConfigurationWizard.log

 

For tips and tricks on opening a support ticket, see this article.

 

 

Last modified

Tags

Classifications

Public