(9.1+) System Management error messages

Description of troubleshooting issues and possible actions to take when using the System Management user interface.
IssueCauseAction
Data is not being displayed in the UI
  1. URL is not configured correctly for API.
  2. Management Server or Notification Server has not been started.
  3. Data is not being received from the instances. If there is data in the database, content will be displayed.
  4. RabbitMQ is not running.
  1. Ensure that the settings.js file is configured properly.
  2. Start/restart the RabbitMQ service. If problems persist, use the RabbitMQ management plugin to troubleshoot.
The Make Primary button on the Backup Instance is not being displayed
  1. There is no Control access configured for the user, only Read access.
  2. No backup instance installed.
  1. Configure the appropriate access in EyeQueue.
  2. Ensure both instances (primary and backup) are running.
A Not Authorized message appears on the UI web pageSystem Management access is configured as "None"Configure the appropriate access in EyeQueue.
I see instances or components that do not exist. What do I do?Happens when a name change occurs or a component has moved from one server to another. Also, happens when a component is removed from a server.None.
A failover occurred, but email messages are NOT being sent from the Notification ServerThe Notification Server site.config file is not configured properlyCheck the site.config file on the Notification Server for proper configuration.
A failover occurred, but email messages are NOT being sent from the Management APIThe Management API site.config file is not properly configuredCheck the site.config file on the Management API for proper configuration.
A component displays a red question mark , indicating an Unknown status

Component status is unknown because its "heartbeat" was not detected for 15 seconds (default). (Note: For VIS, the default interval is 2 minutes). Possible reasons include:

  1. Component stopped without first sending a "Stopping" message
  2. RabbitMQ is failing
  3. Network connectivity problems (latency, firewall, broken connection)
  1. Examine the log files for the component. Look for any "stopped" or "failed" messages or other unusual messages.
  2. Start/restart the RabbitMQ service. If problems persist, use the RabbitMQ management plugin to troubleshoot.
  3. Investigate the server connection or firewall.
Web Monitor displays a Stopped statusThe Notification Server service is not running.Restart the Notification Server service via the Service Management window.
Web services are not being displayedIncorrect or missing configuration data on the Notification ServerCheck the site.config file on the Notification Server for proper configuration.
An instance has lost connection

Possible causes are:

  1. Network has failed, physical connection to network has failed, etc.
  2. Software failure of instance software
  3. Node computer failure
  1. Check network and associated connections.
  2. Restart the Management API, Notification Server or whole instance.
  3. Repair or replace computer.
An Unable to contact System Management service message appears on the UI web page

Possible causes are:

  1. Local Internet connection is disrupted

  2. System Management API cannot be reached

  3. Improper configuration

  1. Check network and associated connections.
  2. Restart the Management API.
An Unable to get licensing usage message appears on the UI web page

Possible causes are:

  1. Local Internet connection is disrupted

  2. License Manager cannot be reached or cannot reach the VHT_Config database

  1. Check network and associated connections.
  2. Check SQL connection.
The Management API has failed and displayed an error message to that effectManagement API has failed or been accidentally turned offRestart the Management API.
A port conflict exists between the port used for RabbitMQ and another port.Both ports are configured to use the same port number.Specify a different port number for RabbitMQ by setting an environment variable.