Documentation forSolarWinds Observability

Troubleshoot SolarWinds Observability Agent installation issues

When you experience issues with a SolarWinds Observability Agent (Agent), consider reinstalling it.

Errors during and after installation

If your operating system or distribution is supported and the following solutions do not address your problem, Reinstall the Agent.

Error: rpmdb open failed

If you encounter the rpmdb open failed error when installing the Agent on a private EC2 instance, rebuild the RPM database.

Error message:

Error: rpmdb open failed

To address the issue, run the following script to rebuild the RPM database:

mkdir /var/lib/rpm/backup
cp -a /var/lib/rpm/__db* /var/lib/rpm/backup/
rm -f /var/lib/rpm/__db.[0-9][0-9]*
rpm --quiet -qa
rpm --rebuilddb
yum clean all

Error: Cannot verify SWO registration status / OTEL connectivity status

If you encounter one of these errors when installing the Agent using the bash installation script, reinstall the Agent.

Error messages:

Error: Cannot verify SWO registration status (http://127.0.0.1:2113/info/uamsclient/is_registered?format=csv not available). The SWO Agent is not running. Try uninstalling and reinstalling the SWO Agent again.

Error: Cannot verify OTEL connectivity status (http://127.0.0.1:2113/info/uamsclient/otel_endpoint_access?format=csv not available). The SWO Agent is not running. Try uninstalling and reinstalling the SWO Agent again.

To address the issue, reinstall the Agent. See Reinstall the Agent used for adding hosts via a ready-made script.

Issues with the Agent service startup after the target host restart

When you have deployed the SolarWinds Observability Agent on a Windows computer and you stop receiving data after the computer restarts, complete the following steps.

  1. In SolarWinds Observability, click Settings > Agents.

  2. Locate the computer hosting the Agent and review the Agent status. If it is disconnected, the service was not restarted correctly.

  3. On the computer hosting the Agent, open Services.

  4. In Services, locate the SolarWinds UAMS Client service and check its status.

  5. If the service is not running, restart it.

  6. If restarting the service doesn't resolve the issue, right-click the service and set the Startup type to Automatic (Delayed Start).

The automatic startup type will resolve the issue, the Agent in SolarWinds Observability will be connected, and you should be receiving data.

The Agent fails to install because enabled cipher suites do not match supported ciphers

Enable the supported cipher suites on your servers. See Cipher suites supported by SolarWinds Observability Agent.

Reinstall the Agent

Reinstall the Agent used for adding hosts via a ready-made script

  1. On the server hosting the SolarWinds Observability Agent, uninstall the Agent. See Uninstall the Agent.
    • On Windows computers, run the uamsclient.msi, select Remove, and complete the wizard.

    • On .deb-based Linux, run the following code.

      sudo dpkg --purge uamsclient
    • On .rpm-based Linux, run the following code.

      sudo rpm -e uamsclient
  2. Remove the SolarWinds Observability Agent from SolarWinds Observability.

    1. In SolarWinds Observability, click Settings > Agents.

    2. In Agents, locate the entity hosting the Agent.

    3. Click the vertical ellipsis at the end of the row, and then click Delete.

      See Remove the Agent from SolarWinds Observability.

  3. Install Agent. See Add a self-managed host.

Reinstall the Agent used by the Network Collector via a ready-made PowerShell script

  1. On the server hosting the SolarWinds Observability Agent, uninstall the Agent. See Uninstall the Agent.

  2. Remove the SolarWinds Observability Agent from SolarWinds Observability.

    1. In SolarWinds Observability, click Settings > Agents.

    2. In Agents, locate the entity hosting the Agent.

    3. Click the vertical ellipsis at the end of the row, and then click Delete.

      See Remove the Agent from SolarWinds Observability.

  3. Install the Agent:

    1. In SolarWinds Observability, click Add Data in the upper-right corner.

    2. Click Network Device.

    3. On Add Network Device, copy the PowerShell script.

    4. Run the script on the server hosting the Agent. Use PowerShell with administrator permissions.

Reinstall the Agent used by a host via the MSI file with parameters

If you prefer using the MSI file, add the additional parameter METADATA="role:host-monitoring".

  1. On the server hosting the SolarWinds Observability Agent, uninstall the Agent. See Uninstall the Agent.

  2. Remove the SolarWinds Observability Agent from SolarWinds Observability.

    1. In SolarWinds Observability, click Settings > Agents.

    2. In Agents, locate the entity hosting the Agent.

    3. Click the vertical ellipsis at the end of the row, and then click Delete.

      See Remove the Agent from SolarWinds Observability.

  3. Copy or create an API token (Ingestion type), found in the settings area of SolarWinds Observability. You will need it later. See API Tokens for details.

  4. Start PowerShell with administrator privileges.

  5. In the PowerShell console, go to the folder with uamsclient.msi.

  6. In the following command, replace ....... with the token copied previously, and then run the command.

    msiexec /i uamsclient.msi ACCESSTOKEN="........." METADATA="role:host-monitoring"

Reinstall the Agent used by Network Collector via the MSI file with parameters

If you prefer using the MSI file, add the additional parameter METADATA="role:SiteCollector".

  1. On the server hosting the SolarWinds Observability Agent, uninstall the Agent. See Uninstall the Agent.

  2. Remove the SolarWinds Observability Agent from SolarWinds Observability.

    1. In SolarWinds Observability, click Settings > Agents.

    2. In Agents, locate the entity hosting the Agent.

    3. Click the vertical ellipsis at the end of the row, and then click Delete.

      See Remove the Agent from SolarWinds Observability.

  3. Copy or create an API token (Ingestion type), found in the settings area of SolarWinds Observability. You will need it later. See API Tokens for details.

  4. Start PowerShell with administrator privileges.

  5. In the PowerShell console, go to the folder with uamsclient.msi.

  6. In the following command, replace ....... with the token copied previously, and then run the command.

    msiexec /i uamsclient.msi ACCESSTOKEN="........." METADATA="role:SiteCollector"