Documentation forServer & Application Monitor

Troubleshoot API monitoring in SAM

This topic describes issues you may encounter when monitoring metrics with the API Poller feature. You can also check the Success Center and the SolarWinds online IT community, THWACK, for tips.

Here are some general tips to resolve API poller issues:

Investigate log files by searching for ApiPoller or polled URLs. API Poller log files are stored in the following Orion server locations:

  • ProgramData\SolarWinds\Logs\Cortex
  • ProgramData\SolarWinds\Logs\Cortex\Plugins\SolarWinds.CortexPlugin.Orion.ApiPoller.log
  • ProgramData\SolarWinds\Logs\Orion\ApolloWebApi.log
  • ProgramData\SolarWinds\Logs\Orion\OrionWeb.Log

Issue: Save errors when creating an API poller

Review the following log files located at ProgramData\SolarWinds\Logs\Orion\ where polling occurs — either on the Main Polling Engine (usually, the Orion server) or an Additional Polling Engine (APE).

  • ApolloWebApi.log
  • OrionWeb.Log

Issue: API Poller send request returns errors

When you add an API poller, the Send request is routed to a Website or Additional Website. Make sure the endpoint is accessible from the URL.

Open Developer Tools in a web browser and examine the results of the send connection on the Network tab. If errors occur in a header, try removing the header. If a remote API is unstable, you may be able to drill down into the response data to display exception messages.

Issue: An API poller stopped after the node was moved to a different polling engine.

API pollers are not updated when you change a node's polling engine. Edit the API poller and save it again.

Issue: API poller responses are returned but metrics are not updated in the Orion Web Console.

Verify that the response uses valid JSON code. The API Poller feature does not currently support XML.

Issue: An API poller cannot maintain the API connection.

Run the following PowerShell script where polling occurs — either on the Main Polling Engine or an APE:

$uri = "Request-URL"

$method = "Get | Post"

$headers = - the same as User defined @{ 'userId' = 'UserIDValue' 'token' = 'TokenValue' }

If firewall rules block remote connections, API pollers cannot connect.

If a request uses basic authentication, adjust the script as follows:

  1. Create a string like username:password
  2. Use a site like Base64 encode to encode the string. (© 2019, available at, link obtained on September 16, 2019)
  3. Define $headers as @{ 'Authorization' = ' Basic ENCODEDString' }
  4. Execute the command. Here is an example:

    Invoke-RestMethod -Uri $uri -Method Post -Headers $headers

  5. Confirm that the return message is in JSON format.

If this method returns an error, check the client network configuration.

Issue: An API poller times out repeatedly.

By default, API poller requests timeout in 60 seconds. You can change that value in Advanced Configuration Settings.

  1. Log into the Orion server as an administrator.
  2. Use the Orion Service Manager to stop services.
  3. To access Advanced Configuration Settings, copy /Admin/AdvancedConfiguration/Global.aspx.
  4. Paste it into your browser address bar, after /Orion, as shown in this example, and press Enter.

    <your production server>/Orion/Admin/AdvancedConfiguration/Global.aspx

  5. On the Global tab, scroll down to RequestTimeout, adjust the default value (60), and then click Save.
  6. Restart services.

Issue: API polling occurs too frequently

Polling occurs every two minutes, by default. You can change that interval on the Advanced Configuration Settings page in the Orion Web Console, accessible by following the steps above.

Note that the Advanced Configuration Settings page includes two tabs: Global and Server-specific:

  • <your production server>/Orion/Admin/AdvancedConfiguration/Global.aspx
  • <your production server>/Orion/Admin/AdvancedConfiguration/ServerSpecific.aspx

Issue: API response is "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel."

This response appears if the default SSL certificate verification option was disabled for an API poller.

Issue: When assigning an API poller template to a node, the following message appears: API poller cannot be created. Could not load template.

Check your internet connection.

An "Out of API Poller metrics" message indicates that you've consumed all available SAM licenses. See API poller licensing