Troubleshoot a SolarWinds Platform product installation

General troubleshooting tips

If you receive errors after you run the SolarWinds Installer, try the following:

• If you experience issues and are not on the latest product versions, SolarWinds recommends upgrading all products to the latest versions.

• Check our Success Center for troubleshooting. SolarWinds recommends searching the name of the product, the version number, any error codes or messages displayed, and the general issue you found.

• Check your Customer Portal for any new hotfixes.

• Use Orion Insights to perform a check on your current deployment environment and notify you of any issues.

Connection issues

If your SolarWinds Platform server has problems connecting to scalability engines during a centralized upgrade:

• Perform a ping test (or use another method) to verify that the scalability engine server is up and can be reached from the SolarWinds Platform server.

• Verify that port 17777 is open for both inbound and outbound traffic.

  See SolarWinds Platform requirements for a complete list of SolarWinds Platform server port requirements.

• If both of those conditions are met, see Troubleshoot connection issues during centralized upgrade for additional tips.

Upgrade issues

• If your network has very little bandwidth or extremely high latency between the main polling engine and the scalability engine servers, centralized upgrades might fail. In this situation, you can manually copy the installer file to the scalability engine servers, and then run the centralized upgrade.

• You canceled an upgrade, and then you receive the following error when you try to run the upgrade later:

  Another Installation Session is still Active. You have to disable it first.

  To resolve this issue:

  1. Open the Database Manager and access the SolarWinds Platform database.
  2. Select the SWA_InstallationSession table and execute the default query to return rows from it.
  3. If any of the check boxes in the IsActive column are selected, enable table editing, clear the boxes, and disable table editing.
  4. Restart the SolarWindsAdministration service.

• If you receive (500) internal server error after an upgrade, use the Orion permission checker to make sure your Group Policy is not locked. See this article for details.

• If your views are not loaded when you first open the SolarWinds Platform Web Console, run the Configuration wizard again.

Need more help?

If you need additional help with an issue, contact Support. We recommend gathering diagnostics, a screenshot of the issue, and any error codes you receive. Attach and add this information to your ticket. You might also want to gather additional diagnostics on your additional polling engines and additional web servers.