'SQL : Element is invalid
The SQL error "Element is invalid" occurs due to an incorrect query setup involving a "where" clause. Removing the "where" clause from the Gateway SQL view statement resolves the issue.
ITRS Internal Only FAQ
"/var/log/php-fpm/www-error.log" filling up disk space
The /var/log/php-fpm/www-error.log file can fill up disk space with repeated error messages. Updating php-fpm config to limit logging and restarting it reduces log size until the V9.7 fix is applied.
"no_majority" between collectors
The no_majority error occurs when a collector cluster has an even number of collectors causing split-brain issues. The solution is to deploy an additional collector to create an uneven number and establish quorum.
“opsview-setup” Package Not Found During Deployment
The opsview-setup package not found error occurs during deployment due to architecture mismatches. To fix this, use a supported amd64 system instead of ARM-based architectures and rerun the deployment playbook.
(Internal FAQ) What debug options can be enabled in SQL-Toolkit plugin?
The FAQ explains how to enable debug options in the SQL-Toolkit plugin using Gateway Setup Editor. It advises checking Netprobe logs for output and disabling debug after investigation to avoid performance issues.
[Genoes] - Monitoring Specific Subdirectories in Geneos (Windows)
The Disk plugin in Geneos monitors entire file systems or partitions and does not support monitoring specific subdirectories. To monitor folder-level usage, a custom script integrated via the Toolkit plugin must be used instead.
[INTERNAL ITRS ONLY] - How to run License Report Verifier to send new License Audit Reports to Sales
License Report Verifier helps generate and verify License Audit Reports for sending to Sales. The FAQ explains how to run the tool and prepare report files in required formats.
[INTERNAL ITRS ONLY] New accounts can't access Zendesk support agent's portal
New Zendesk accounts may be unable to access the support agent portal due to incorrect user roles or types. Ensure the user type is set to "Staff member" and verify appropriate access permissions.
[INTERNAL] - Unable to Download Binary Files
Unable to download binary files from the ITRS Downloads page can result from browser or network restrictions. Solutions include trying another browser, disabling security tools, and requesting IT to whitelist the download domain or adjust firewall settings.
[INTERNAL] Access and Viewing Options for ITRS Group Support Tickets
Access and viewing options for ITRS Group support tickets depend on organisation and user profile permission settings. The FAQ explains how to configure ticket visibility and editing rights for end-users, professional partners, and direct clients within the support portal.
[INTERNAL] Gateway-HUB - How to troubleshoot Rest-API queries
Gateway-HUB dataviews can be queried using the Rest-API interface at specific endpoints like /events/recordsQuery. The process involves inspecting browser DevTools to capture headers, payload, and response details to formulate and test JSON queries effectively.
[INTERNAL] Geneos - How to generate a CorvilNet or Ultra Messaging Licence
Generating a CorvilNet or Ultra Messaging licence requires using licgen with a template and verifying it with licchk via command line. This FAQ provides step-by-step instructions for downloading files, editing templates, generating licences, and validating them before client delivery.
[INTERNAL] GENEOS - License Database Error: Server Error in '/' Application
The License Database Error occurs when submitting comments that exceed the database's character limit in the edit or add license functions. To resolve this, remove the oldest comment entry to allow the new comment to be saved successfully.
[INTERNAL] How to automatically restart a netprobe if it goes down
Automatically restarting a netprobe when it goes down involves configuring a gateway-probeData plug-in and creating commands and rules. The process includes running a script to start the netprobe and setting a rule triggered by the netprobe's connection status being "Down.
[INTERNAL] How To Check Status Of Zendesk Support, Explore, Chat, Talk and other Zendesk Apps
The article explains how to check the status of Zendesk Support, Explore, Chat, Talk, and other Zendesk apps. It guides users to use the ITRS subdomain status page, subscribe for incident emails, and report unlisted issues to Zendesk.
[INTERNAL] How to define the Sampler name in the URL of a Knowledge Base Article
Defining the Sampler name in the URL of a Knowledge Base Article uses XPath expressions. The Sampler name can be extracted by configuring the KBA set with specific XML and XPath syntax.
[INTERNAL] How to enable FKM debug settings
FKM debug settings enable detailed Netprobe logging to investigate issues with FKM. The FAQ provides steps to activate these settings and advises increasing the Netprobe log size to handle extensive log entries.
[INTERNAL] How to generate a Control-M, VMware or Nirvana (Terracotta) Licence
Generating legacy Control-M, VMware, or Terracotta licences requires using the bdIT.jar support library. The process involves command-line encryption and saving the licence file with specific naming conventions for each product.
[INTERNAL] Managing Support Service Status Article
Managing Support Service Status involves updating the public-facing article when any CS channel service is unavailable. Agents must edit the Support Service Status article with current information and then save, publish, and verify the changes.
[INTERNAL] MongoDb troubleshooting
MongoDB troubleshooting for ITRS Integration Toolkit covers installation, common errors, and connection issues with MongoDB on Linux. The FAQ provides guidance on error resolution, script adjustments, authentication setup, and configuration changes to ensure proper integration.
[INTERNAL] RMB - Add User into Obcerv - Procedure
Adding users to the RMB Bank Obcerv instance requires specific approval and actions by designated staff. Tickets requesting user additions should be closed and escalated to Cedric Roumilhac, Dave Randall, or authorized Cloud-Ops personnel for processing.
[INTERNAL] Ticket visibility or Group level access to tickets
Ticket visibility and group-level access require individual user accounts linked to their organisation. Permissions can be set to allow users to view or comment on tickets either individually or organisation-wide.
[INTERNAL] Where does the Network plugin (Linux) get its data from?
The Network plugin on Linux collects interface data using APIs and system files. It calculates metrics like error rates and collisions from sampled network statistics.
[INTERNAL] Zendesk login issues for Agents
Zendesk login issues for agents often stem from security synchronization problems between Crowd and Zendesk. Logging into resources.itrsgroup.com first or using the password reset link resolves access problems for both the web and mobile apps.
[Product] - Article Template
The article template outlines how to document problems, causes, and solutions for ITRS Internal Only issues. It provides a structured format to identify root causes and corresponding resolutions using logs and debugging steps.
Active Console - [INTERNAL] Powershell Toolkit splitting output across rows
Active Console on Windows Server 2008 R2 with Powershell 2 splits output across rows due to an 80 character console limit. The FAQ provides solutions including upgrading Powershell or outputting data to a file for proper reading.
Active Console cell string to variable Alert (EMAIL ALERT)
Active Console cell string values can be assigned to variables for use in email alerts. This process involves creating a rule targeting the cell, declaring path aliases, and setting variables in the action for alert triggers.
Active console to not create a lot of workspace files
Active Console can create many workspace files due to autosave and corrupted file detection. Configure the max autosave file limit in Tools > Settings > General to reduce workspace file creation.
Active Dashboard text box orientation
Active Dashboard text boxes do not support bottom-up text orientation. To display rotated text, create it externally as an image and insert it using the Picture object in the Widget category.
Advice for Migrating from OP5 Version 8.x to Version 9.4
Migrating from OP5 version 8.x to 9.4 requires upgrading the Master, peers, and pollers in sequence. The process involves planned downtime and thorough troubleshooting to handle setup-specific issues and ensure a smooth transition.
Allow netprobe to ignore traffic from unknown source or only allow traffic from the gateway
Netprobe can be configured to accept traffic only from trusted gateway hosts using specific variables. This FAQ explains how to set TRUSTEDGATEWAYHOSTS and TRUSTEDGATEWAYNAMES on UNIX and Windows systems.
Article template with Callouts
Article templates include various Callouts such as Default, Primary, Success, Info, Warning, and Danger. Users can copy the Callouts source code by clicking the Source Code button for easy insertion.
Background Link To Severity Doesn't Show in Dashboard Palette
The Background Link to Severity may not appear in the Dashboard palette when using atomic group objects. You can uncheck the Atomic Group option or drag icons from the State Tree to set severity links automatically.
Bulk delete comments
Bulk deleting comments in ITRS involves selecting and removing them via the listview page. Alternatively, comments can be deleted by stopping Naemon and editing the saved comment blocks manually.
Can I display historical data from oracle/sql database to Active Console Dashboard
You can display historical data from an oracle/SQL database in the Active Console Dashboard. The FAQ explains two methods to add and configure historical charts per cell in the dashboard.
Can we change default install and data directories in OP5
Changing the default install and data directories in OP5 is not supported by the product. You can theoretically relocate certain directories using Linux system administration, but this is outside official support.
Changing default downtime range from 1 day to 2 hours (specific time)
Changing the default schedule downtime range involves updating the downtime value in the orchestrator's configuration file. After modifying the downtime minutes and applying changes, perform a hard reload of the web browser to reflect the update.
Changing IP address for Orchestrator and Database Server
Changing the IP address for the Orchestrator or Database Server requires updating configuration files and host entries. The FAQ provides a step-by-step process including clearing caches, verifying SSH connectivity, and running deployment playbooks to apply the changes.
Changing Opsview Backup Location
Changing the Opsview backup location involves setting the backup destination in the opsview.conf file. This is done by logging in as root and editing the $backupdir variable to specify the preferred backup directory.
Check_nrpe plugin error caused by conflicting Opsview package versions
Check_nrpe plugin errors can occur due to conflicting Opsview Python module versions in the virtual environment. Resolving this involves removing old opsview-executor directories from the Python site-packages to eliminate version conflicts.
CHECK_VMWARE UNKNOWN
CHECK_VMWARE UNKNOWN errors occur when the check\vmware service fails to connect to vSphere due to resource limits. The FAQ explains how to identify and increase file descriptor limits using systemd overrides to resolve connection issues.
Citigroup L2 and Champions List
The Citigroup L2 team members are authorized to raise tickets to ITRS Support, with some accounts not found in Zendesk. The registered Monitoring Champion teams include Citi MDS Group, ICG-IT Group, and OT-TECH Group with detailed contact information.
Citigroup L2 and Champions List
The Citigroup L2 team members and registered Monitoring Champion teams are listed with their contact details. The list includes members from Citi MDS, ICG-IT, and OT-TECH groups for monitoring and support coordination.
Cloud Upgrade Patches
Cloud Upgrade patches address custom configurations disappearing after system upgrades. Support engineers modify post-upgrade scripts to retain customer-requested custom additions permanently.
Custom Scripts
Custom scripts are not supported unless created by Opsview through a paid Professional Services engagement. Support may offer advisory actions but does not cover changes or enhancements to these scripts.
Data too long for column
Data too long for column errors occur when inserted data exceeds a database field character limit in Opsview. Apply the patch, sanitize data, or modify plugins to resolve these errors.
Disable HTTP Request Logging for InfluxDB
Disabling HTTP request logging in InfluxDB prevents excessive log entries from cluttering log files. This is done by modifying the [http] section in the influxdb.conf file and restarting InfluxDB.
Do We Open Firewall To or From External Netprobe?
Firewall rules for Netprobe connectivity depend on the Netprobe type used with the Geneos Gateway server. For SAN Netprobe, open the firewall from the external server to the Gateway; for normal Netprobe, open it both ways.
Docker Monitoring – LWP.pm and Docker API Issues
Docker monitoring errors often occur due to missing Perl module LWP.pm or Docker Remote API connectivity issues. Installing LWP.pm on each monitored host and verifying Docker listens on the configured port resolves these problems.
Dynamically adjusts Cell severity based on two variables
The rule dynamically adjusts Cell severity based on the values of two variables, variable1 and variable2. It sets severity to OK, Warning, or Critical by evaluating variable1 first and then variable2 if variable1 indicates a failure.
Enable the E4JMS plugin debug
Enabling E4JMS plugin debug involves creating E4JMS modules with FAILOVER and CONNECTION settings in the probe's debug section. This configuration is done through the Gateway interface under Probes, Debug Tab, by specifying these module settings.
Error message: 'combo' : Unmatched child node. Perhaps the nodes are in the wrong order, or the node is invalid at this location?
The error message 'combo' : Unmatched child node indicates the combo plugin is no longer supported in Geneos 6.x. The combo plugin ended support on July 31, 2019, with no planned replacements available.
ERROR: Command "firewall-cmd --state" failed: ([Errno 2] No such file or directory: 'firewall-cmd': 'firewall-cmd')
The error occurs when the command firewall-cmd is missing during OP5 monitor installation. Manually installing firewalld and verifying the firewall status resolves the issue.
Error: GPG check FAILED
The error GPG check FAILED occurs during yum clean all and yum update commands. The resolution involves running specific commands for Debian, Ubuntu, RHEL, OL, CentOS, or downloading and installing the ITRS Infrastructure Agent.
Extending the Session timeout of Log Analytics Interface
The Log Analytics Interface has a default session timeout of 60 minutes that can be adjusted. You can extend the session timeout by modifying the Timeout in Minutes setting in the Log Analytics config section.
Extractor Plugin Does Not Support XPath Functions
The Extractor plugin in Geneos does not support XPath functions like concat() within or elements. Use multiple elements inside to concatenate values and ensure schema and element counts match for correct extraction.
Failed to deliver in Support Tickets
Failed to deliver errors occur when submitting or replying to client tickets in Zendesk. Gather error details and use side conversations as a temporary workaround before escalating to a Zendesk administrator.
Find and Replace String to a Different Value
The Gateway Setup Editor allows finding strings but does not support direct string replacement. To replace strings, switch to XML mode, use a text editor with replace functionality, then paste the updated content back into the Gateway Setup Editor.
Flow collector data past the retention period is not deleted
Flow collector data is not deleted after the retention period due to a failing netflow housekeeping cronjob. The FAQ explains how to download support scripts and add the netflow housekeeping script to the root cronjob for automated deletion.
FTM plugin - additional way to check permission issues
FTM plugin permission issues occur when the client cannot see the file due to restricted access. Enable RMS Execute permission, switch to Physical mode, and use RMS Exec commands to diagnose access problems.
FTP-based run of op5-backup to a Filezilla FTP server (hosted on Windows) ends in error
FTP-based backups to a Filezilla FTP server with a self-signed certificate fail due to certificate trust issues. Setting specific parameters in /etc/lftp.conf can resolve the certificate trust error during the backup run.
Gateway - Dimension too long issue
The Gateway dimension too long issue occurs when dimensions exceed allowed length or quantity limits. The FAQ explains dimension limits and advises avoiding frequently changing values like PIDs and timestamps in DataView entries.
Gateway - Gateway Database Logging Debug Settings
Gateway Database Logging Debug settings control the logging of database activities within the Gateway. The FAQ provides updated and operational options for configuring these debug settings through the main link and sub link.
Gateway - Gateway sharing not working
Gateway sharing issues occur when the Sender Gateway and Receiving Gateway have mismatched SSL/TLS settings or missing authentication credentials. The FAQ explains how to verify secure connection settings and configure authentication in the importing gateway to resolve sharing problems.
Gateway Commands - Example script for test connection (Telnet script)
The script tests if a service is running on a specified hostname and port using Telnet. It can be run via expect or standard Unix functions and integrated into the Active Console right-click menu.
Gateway Hub - Unhandled Error 500
Gateway Hub error 500 occurs when the API Daemon fails to read checkpoint data and exits abruptly. To resolve this, stop the Hub, delete the checkpoint directory manually, and restart the Hub to clear the error.
Gateway import error
Gateway import errors occur when the gateway port is set to secure mode but the Imported Data configuration does not match. The resolution is to ensure the Imported Data configuration uses the same secure mode setting as the gateway port.
Gateway Setup Editor error message: "Required Audit comment has not been provided?"
The Gateway Setup Editor shows the error "Required Audit comment has not been provided" when saving changes. This error is caused by custom validation hooks, so you must contact your Geneos administrators for clarification.
Gateway Sharing Exported data
Gateway sharing exported data may show blank results if the data is not shareable or authentication is misconfigured. Verify configuration and authentication settings on both gateways and follow documentation for proper data sharing.
Geneos [INTERNAL] - ITRS Foundation Exam FAQ
Geneos exams consist of 30 questions with a 40-minute time limit and a 60% pass mark. Candidates can reset the exam up to three times with a mandatory 7-day wait between attempts and must re-enroll after three failures.
Geneos Rule how to use the Previous value and what is the alternative for Previous value function? Rate function
Geneos rules use the Previous value function to compare current and past values for alerts, but it only accesses the last rule run's value. The Rate() function is the recommended alternative, enabling dynamic data comparison and more accurate severity alerts.
Generating Report Automatically on a Scheduled Basis
Generating reports automatically on a scheduled basis involves enabling scheduling options after saving a report in the Admin menu. You can set the report frequency, select recipients, choose formats, and share reports with groups.
Graphs for existing PING services using check_icmp broke after an upgrade to 9.13
Graphs for existing PING services using check_icmp broke after upgrading to version 9.13. Fix this by changing RRDSTORAGETYPE to MULTIPLE, deleting related files, and restarting npcd and rrdcached services.
GSE - WARN: OperatingEnvironment Insecure password identified
The GSE warns when a plain text password is detected in the Operating Environment. To bypass this warning, set the "Insecure password level" to "None" in the Gateway's Advanced tab.
How do I get the total values from a column dataview and display it in Headline
Getting total values from a column dataview and displaying them in a headline is possible. Configuration steps enable creating a new headline for total values in plugins without built-in counters.
How do I make headlines in gatewaySQL?
Creating headlines directly in gatewaySQL is not supported by the gateway-sql plugin. You can generate headlines in the dataview using rules with target paths and path aliases to manipulate and populate headline data.
How long is data retained in ITRS - Zendesk tickets ? Do ITRS purge older tickets or attachments within those tickets after a certain period ?
Data in ITRS Zendesk tickets and attachments are retained indefinitely without automated purging. The FAQ explains current retention practices, manual redaction options, and plans for future automatic purging features.
How to Add Email Recipients from Cloud Customers via Nimbus
Adding email recipients from cloud customers requires updating the Nimbus zendesk.yaml file. Including the client’s email address in this configuration ensures Opsview alert notifications are sent properly.
How to avoid Netprobe exit caused by signal (1)
Netprobe exits with signal 1 (SIGHUP) when its controlling process ends or terminal closes. To prevent this, start netprobe as a background process using nohup or disown to avoid receiving the HUP signal.
How to bulk change SNMP credentials through the REST API
Bulk changing SNMP credentials through the REST API involves exporting, modifying, and updating host configuration files. The process includes applying changes in the UI or via API and testing service checks to confirm correct SNMPv3 credentials.
How to change IP address of Orchestrator
Changing the IP address of the Orchestrator requires updating its configuration files and system settings. The process involves modifying /etc/hosts, updating deploy.yml, running playbooks, and applying changes through the Web UI.
How to Change Server Timezone
Changing the server timezone to UTC resolves service check failures caused by inconsistent cluster timezones. The process includes rebooting, deleting the opsview-collector datastore, restarting opsview-scheduler, and applying a new collection plan.
How to change the homepage/landing page upon login to the UI
Changing the homepage or landing page upon login to the Opsview UI can be configured using a support script. The process involves running a specific command to set the desired page, such as Dashboards, after installing the required tool.
How to configure OpenTelemetry plugin with Collection Agent
Configuring the OpenTelemetry plugin with Collection Agent enables monitoring of applications in Geneos. This guide provides setup steps, example configurations, and verification methods for successful integration.
How to consider weekend days as non-holidays in FTM sampler
The FTM sampler treats all days as monitored by default unless special holidays are defined. You can configure weekend days as non-holidays by enabling the plugin and adjusting the advanced holiday settings.
How to count number of occurrences of given value in output
Counting occurrences of specific values like "attached" and "detached" in Gateway headlines requires conditional logic and proper XPath filtering. The FAQ explains how to configure headline variables and formulas to dynamically display accurate totals for each status in real time.
How to create a basic rule for a cell and how to get the path of the cell
Creating a basic rule involves selecting and dragging cells to build the correct path. Editing the dataview, row, and cell with specific values helps monitor disk usage percentage accurately.
How to Create a Clickable Object for the Web Dashboard that Directly switches between Dashboards
Creating a clickable object in the Web Dashboard allows direct switching between different dashboards. This is done by modifying the object's XPath and setting the target dashboard in the object's properties.
How to create a command script with user input
Creating a command script with user input allows interaction with the Gateway via Active Console commands. The process involves writing a bash script, setting up the command in GSE, and testing it through prompts in Active Console.
How to create path alias and transfer the value to variable
Creating a path alias involves declaring a name and pasting a cell path in a rule. You can transfer the path alias value to a variable using a set command in the rule plugin.
How to Decode a Geneos License File
Decoding a Geneos license file reveals license details needed for renewal requests. Use the licgen.exe tool with command line options to generate and read a decoded license text file.
How to display the complete list currently logging to the database
The topic covers how to display the complete list of elements currently logging to the database. It explains activating sampler Gateway database logging and checking the database logging configuration via GSE.
How to export dataview as CSV
Exporting a dataview directly as CSV from the Active Console is not supported in Geneos. Instead, use the Reporting tool via Tools -> Reporting to configure and schedule reports based on xpaths to the target dataview.
How to fix Database Logging connection issue after network outage
Database Logging connection issues after a network outage can cause incorrect status icons in the Active Console despite normal database logging. To resolve this, disable and re-enable logging in the GSE to restore proper connectivity and icon display.
How to fix netprobe ERROR: DISK: sampling failed for(/opt/vormetric/DataSecurityExpert/agent/secfs/.sec:0:0.000000)”
Netprobe disk sampling errors occur due to incorrect permissions or excluded partitions. Adjust permissions or add /opt/vormetric to the Disk sampler's Excluded Partitions to resolve the issue.
How to get the row count in sql-toolkit plugin?
Getting the row count in the sql-toolkit plugin requires enabling the Show headlines option. This option displays the number of rows returned along with query status and execution time.
How to hide server credentials from the UI
Hiding server credentials from the UI uses USER macros defined in resource.cfg. These macros securely store connection details like usernames and passwords for hosts.
How to ignore the alert if the file has arrived already
The topic covers how to ignore an alert if the expected file has already arrived within a monitoring window. It explains using override Active Time or scheduled Snooze commands to inactivate or pause alerts during specified periods.
How to Know if you have a Corrupt Workspace
A corrupt workspace can cause gateways to fail binding to listening ports and show connection refused errors. Checking the Active Console Diagnostic File and logs helps identify corruption, and starting fresh may be necessary.
How to know whether a Netprobe binary is 32-bit or 64-bit?
Netprobe binaries are identified as 32-bit or 64-bit based on their filename suffix. A "\64" suffix indicates a 64-bit binary, while the absence of this suffix usually means the binary is 32-bit.
How to resolve ERROR: MARKET-DATA-MONITOR[Tutorial scirpt] Failed to open input keyfile 'mdm_appkey.txt
The error occurs when the mdm_appkey.txt file is missing from the Netprobe directory. Copy or move the mdm_appkey.txt file to the Netprobe working directory to resolve the issue.
How to run windows Net User check on ITRS
Running the Windows net user command on ITRS helps check user password expiration status. You can create a custom command with a toolkit plugin and script to generate dataview output for alerting.
How to see both basic and expanded view in one line to the Process Plugin
The Process Plugin view can display both basic and expanded columns in a single custom view. To see all desired fields, you must define a custom view including every column you want, not just the new ones.
How to set back again the "Getting Started with Active Console" Splash screen
The "Getting Started with Active Console" splash screen can be reset by deleting the ActiveConsole.properties file. This involves shutting down Active Console, accessing the hidden Appdata folder, and restarting the application.
How to set Individual Timezone for Manage Entity
Individual timezones for managed entities can be set by creating environments with active time plugins. The Netprobe server timezone is fixed but can be adjusted using the TZ environment variable in its startup script.
How to setup self announcing netprobe for dynamic entities
Setting up a self-announcing netprobe for dynamic entities requires meeting specific prerequisites and adjusting configurations for collection agent versions. The process involves updating mappings, reviewing breaking changes, and using default bundled versions if necessary.
How to setup the rule to alert 90, 60 & 30 days before expiry
Setting up alerts for 90, 60, and 30 days before a component's expiry date requires a specific rule. The rule uses parseDate to calculate days remaining and triggers notifications accordingly.
How to Temporarily stop License Expiry Warnings
License expiry warnings can be temporarily stopped by modifying the ActiveConsole.gci file in the root directory. Adding a specific setting at the bottom of this file disables warnings until the license is replaced.
IBM i - IBM i Log Reader plugin shows FILE_IO_ERROR
The IBM i Log Reader plugin may show a FILE_IO_ERROR if a firewall rule blocks file access. Checking firewall settings with IBMi administrators is a recommended troubleshooting step for resolving this error.
Incorrect file permissions prohibiting system operations
Incorrect file permissions can cause errors when applying changes in the Opsview UI. To fix this, change the directory ownership to opsview:opsview and move the file to /var/tmp before retrying.
Infrastructure Agent Upgrade from 2.5 to 2.6
Upgrading the infrastructure-agent from version 2.5 to 2.6 can fail due to a stale shadow.lock file. Removing the /etc/shadow.lock file resolves the installation error and allows the upgrade to complete successfully.
INTERNAL - Cannot Access or Sign in to Zendesk Support Portal
Access or sign-in issues to the Zendesk Support Portal can result from inactive accounts, unverified emails, or incorrect credentials. Resolution steps include account creation guidance, resending verification links, and registering accounts on behalf of customers when necessary.
INTERNAL - New Process for Verifying License Changes (Except Renewals)
The new process requires L2 verification for all license changes involving token or plugin modifications, excluding renewals. Communication uses Slack and Zendesk, with the Resync Team managing workflows to prevent errors affecting client estates.
INTERNAL - Perpetual License Validity for OP5 Monitoring
The maximum validity for OP5 Monitoring perpetual licenses is documented as 36 months but can be generated up to 37 months by the middleware. This discrepancy may require documentation updates and further compliance investigation to ensure licensing policy adherence.
Is it possible to change service ( in alarm levels) on multiple host in one case?
Changing service alarm levels on multiple hosts can be done using the Propagate feature. This feature copies settings from one host or service to others, including notification configurations.
Is there a chance to monitor an specific IP in TCP Links
Monitoring TCP links typically uses port numbers rather than specific IP addresses. You can specify a specific IP address to monitor in the Local Ports section, which filters matches on the local side.
ITRS Analytics (Obcerv) - license generation
ITRS Analytics license generation requires access to the Licence Tool and a valid Sales Force opportunity with ITRS Obcerv products. The FAQ guides users through verifying prerequisites, generating the license file, and installing it via the Admin Settings.
ITRS Analytics Migration and Gateway Hub Retirement
ITRS has retired Gateway Hub and no longer offers new installations, focusing on ITRS Analytics instead. Existing Gateway Hub customers are migrating to ITRS Analytics before Gateway Hub is fully decommissioned.
IX-MA Read a text file
IX-MA reads text files by declaring the source, filename, and parsing options like rewind and fieldDelimiter. It processes file data using trackers and displays parsed values in a table with specified column labels and rows.
LDAP
Changing from LDAP to LDAPS requires updating the Elasticsearch properties.yml file with encryption settings. After editing, reload the configuration or restart the Elasticsearch service to apply the changes.
License Revocation
License revocation addresses issues with Opsview Monitor license activations already in use. Customers must submit a support ticket with a valid reason, and ITRS Opsview Support will process the revocation accordingly.
Log Analytics Installation Guide
Log Analytics installation requires supported Linux operating systems and specific browser compatibility. The guide provides step-by-step instructions for unpacking, licensing, running the install script, and verifying the Elasticsearch status.
Mandatory License Daemon Upgrade (v7.8)
Geneos licence keys will require licence daemon version 7.8 or newer starting 29th Jan. Clients must upgrade to version 7.8 or request short-term key extensions with approval for longer delays.
MDM Key - LCID Log Error
The MDM Key LCID log error occurs when using the MDM plugin without the required MDM license. To resolve this, contact your sales manager to purchase the MDM plugin separately from the standard license.
Merging Data from Two Columns into a Single Column Using the Gateway-SQL Plugin
Merging data from two columns into a single column can be done using the Gateway-SQL plugin with the SQLite concat function. This method combines values like CPU type and percentIdle into one column for simplified data output.
Merlin Dashboard no longer compatible with OP5 as of version 9.18
Merlin Dashboard is no longer compatible with OP5 Monitor versions 9.18 and later due to PHP version 8 requirements. The dashboard is unsupported by OP5, and no fixes or updates are provided by the OP5 development team.
Message Queue issue in Azure Environment
Message queue issues in the Azure Test Environment cause Opsview collectors to appear offline despite running services. The FAQ explains how to resolve corrupted vhost directories, purge stuck queues, and verify RabbitMQ permissions to restore connectivity.
Missing DNF module
The missing DNF module issue occurs when the required software component is not found. The solution section provides guidance on resolving the missing module problem.
Mobile App Notification (IOS)
Mobile App Notification (iOS) settings may show a validation error despite a successful test connection. Applying the provided patch resolves field validation issues, allowing usernames with @ symbols and optional proxy fields.
Monitor last changes in Geneos Config
Monitoring changes in Geneos configuration identifies the user who made modifications. Auditing requires authentication and setup of audit.log in the gateway directory, with includesData plugin showing last modifier and timestamp.
NetFlow component on Collector is unable to connect to MessageQueue of Orchestrator
The NetFlow component on the Collector cannot connect to the Orchestrator's MessageQueue due to configuration or SSH tunnel issues. The FAQ provides steps to verify and update configuration files and restart services to resolve connection failures.
Netflow_housekeeping
Netflow_housekeeping manages removal of Netflow data exceeding the configured retention period to reduce disk usage. The FAQ explains how to manually run and schedule the netflowhousekeeping script to ensure proper data cleanup.
Netprobe - Broken Libraries: "libsslgeneos.so.1.1 => not found" and "libcryptogeneos.so.1.1 => not found”
Netprobe errors like "libsslgeneos.so.1.1 not found" occur when required libraries are missing or incorrectly referenced. Resolving this involves setting the LD_LIBRARY_PATH to the GA5 Netprobe's lib64 folder before starting the Netprobe process.
Netprobe - How to add password for netprobe to be able to run a command?
Adding a password for netprobe requires declaring the encoded password via an environment variable. The FAQ explains how to export the password and run netprobe commands with the enabled password.
Netprobe is looking for libnsl.so.1 RHEL 9
Netprobe on RHEL 9 requires specific library dependencies and the el9 netprobe package for compatibility. To resolve library loading issues under elevated privileges, add the netprobe lib64/startup path to the trusted ld.so paths.
Network Plugin - Data Collection and Calculation (internal article)
The Network plugin collects interface data from Linux systems using various system calls and files to monitor network performance metrics. It calculates error and collision rates by sampling data, handling counter overflows, and computing moving averages for accurate monitoring.
Newly added Host(s) keeps returning to DOWN state
Newly added hosts may repeatedly show as DOWN despite being reachable and responding to pings. Adjusting or customizing the Host Check Command can resolve false DOWN states caused by network policies or latency.
No notifications are being generated in Ubuntu Cluster
Notifications are not generated in an Ubuntu cluster because the Mail::Sender Perl module is missing on collector nodes. Installing the libmail-sender-perl module on all Ubuntu collectors resolves the issue and enables proper alert display in the Opsview UI.
On-call support number for Priority 1
The on-call support number for Priority 1 Severity One calls is +441183 240 312, which forwards to the Opsview engineer's mobile. If unanswered after three attempts, escalate to the Technical Support Manager or Opsview Technical Expert as outlined.
OP5 [INTERNAL] - Signing certificate & license creation policy
ITRS began using code signing certificates for license generation in 2021. The policy update and details are documented in the OP5 Middleware signing certificate blog.
Open Access & Web Montage
Open Access and Web Montage are web server features linked to Geneos versions below 4.8.x. These features are no longer supported and have been removed or disabled in Geneos 5.x.
Opsview Cloud - Removing a service check from Nimbus
Removing a service check from Nimbus monitoring prevents false critical alerts after client removal. The process involves editing the host configuration in Nimbus, excluding the service check, and applying the changes.
OS Collector password expired
The OS Collector password expired error occurs when accessing a collector on a cloud customer environment. The issue is resolved by verifying password expiration with sudo chage -l and coordinating a password update with the client.
Parse date account for milliseconds
Parsing dates with milliseconds requires specific formatting rules to include fractional seconds. Use the correct date format pattern that explicitly accounts for milliseconds to successfully parse the date.
Perpetual Support/License Creation
Perpetual support or license counts are entered as peers during OP5 Middleware License Creation. This defines the overall monitoring capacity including peers, pollers, and hosts.
Possible caveats for shortening the retention period of database against the default settings
Shortening the database retention period reduces historical data and limits long-term trend analysis. You can change retention via CLI, but increasing disk space is recommended to avoid storage issues.
Programming languange used to develop Geneos
Geneos components are developed using C++ and Java programming languages. The Gateway, Netprobes, and license daemon use C++, while ActiveConsole and Gateway Hub use Java.
Publishing to Kafka but certain dataviews are not publishing anything
Certain Kafka monitoring dataviews like Kafka-Broker and Kafka-Cluster may not publish data if no changes are detected. Scheduled publishing can be used to refresh data for dataviews that change infrequently.
QueueSizeMonitor, reducing the transfer rate
QueueSizeMonitor reduces the data transfer rate between Gateways when the Exporting Gateway has a high workload. To resolve this, limit synchronized dataviews and optimize monitoring using Gateway Load and probeData plugins.
Replacing Jira API Token in OP5 Integration
Replacing a Jira API token in OP5 Monitor requires updating configuration files on the server, as there is no standard GUI option. This FAQ explains that Jira integration is typically custom, and changes need a service restart or professional assistance.
Replicated Compatibility Matrix
The Replicated Compatibility Matrix details supported environments and configurations for Replicated products. It provides guidance on resolving common issues, such as correcting VM time and date to avoid errors during EKS cluster creation.
REST Extractor Example - Tesla Powerwall Gateway API
The REST Extractor plugin connects to the Tesla Powerwall Gateway API for battery system monitoring. It requires a new license token and currently ignores SSL/TLS certificate errors intentionally.
RevOps Licensing Guide
RevOps licensing involves completing an Omni form to trigger a Zendesk ticket for license creation and delivery. Licenses are sent via Zendesk Side Conversation to the named contact, with ticket updates ensuring proper tracking and communication.
Rule not working with comment
Comments in Geneos rules must be placed only at the first or last lines of a rule block. Comments inserted in the middle of a rule block are ignored and not processed by the Geneos system.
Rules - Calculate millisecond difference between 2 cells
Calculating the difference between two timestamps in milliseconds requires handling both whole seconds and decimal parts. The solution involves extracting the whole number and millisecond values separately to achieve millisecond precision.
Running multiple instances of Windows netprobe using a single binary folder
Running multiple Windows Netprobe instances from a single shared binary folder requires careful log and file management. Each Netprobe must write to unique log files and use distinct persistenceFile names for Message Tracker to avoid conflicts and data loss.
Scheduled command to unsnoozed all data items
Scheduled commands can unsnooze multiple data items using a wildcard in the XPath expression. Geneos processes these unsnooze commands sequentially, unsnoozing each data item individually.
SELinux policy not installed
SELinux policy is not installed, causing related security features to be unavailable. The solution involves installing the appropriate SELinux policy to enable required security functionality.
Set a timezone specifically for Manage Entity
Manage Entity timezones are set by creating an environment with the active time plugin in GSE. This configuration applies UTC time to all samplers within the managed entity based on the active time setup.
Snoozedata sampling status reports error "Fail: Cannot find item"
Snoozedata sampling status reports may show the error "Fail: Cannot find item" due to issues with the snooze file. The workaround is to clear or remove the snooze file, but this will also remove all snoozes on that Gateway.
Software Key Filename
The Opsview software key file usually matches the software key name but may differ after manual installation. Contact ITRS support to retrieve your key if it does not match or is missing.
Solaris 64-bit binaries and LD_LIBRARY_PATH
Solaris 64-bit binaries require correct handling of the LD_LIBRARY_PATH_64 environment variable. Unset or properly set LD_LIBRARY_PATH_64 before running start scripts to avoid startup failures outside the installation directory.
SQL-Toolkit – How to solve Postgres connection issues
Postgres connection issues in the SQL-Toolkit occur when initializing samplers using the Postgres flavor. The solution involves verifying that library paths correctly point to the database client libraries.
StatsD Plug-in - ERROR: DynamicEntities Unable to bind Collector listen port (9138)
The error occurs because port 9138 is already in use, preventing the DynamicEntities Collector from binding to it. The solution is to configure the listen port and reporter port to unique, unused port numbers.
Step-by-step guide to upgrade OP5 Monitor 7.5.x to 9.x
Upgrading OP5 Monitor 7.5.x on EL6 to 9.x on EL8 requires multiple upgrade and migration steps. This guide details two upgrade paths, repository checks, backups, and server preparations for successful migration.
Support bundles and sbtctl
Support bundles help analyze server, network, and application issues in ITRS Analytics environments. Upload bundles via the Troubleshoot tab and use sbctl with kubectl for detailed inspection and troubleshooting guidance.
Support for Diacritical Signs in Hostname and Service Description
Diacritical characters are not supported in hostname and servicedescription fields in OP5 Monitor configurations. Use ASCII equivalents for these fields and place accented characters only in free-text fields like display names or comments.
Table 'opsview.notifications' doesn't exist
The error occurs because the opsview.notifications table is missing from the Opsview 6.9.3 database during migration. The solution involves disabling certain crontab lines, running database upgrade scripts, and verifying configuration before redeploying.
Target a rowname on Rules and Variables
Targeting a row name in Geneos Rules and Variables uses the built-in "rowName" target for variable assignment. This method captures row name data directly without requiring path aliases or additional configuration steps.
TCP-Links command not working
The tcp-links command does not work on Netprobe versions GA5.5.1 through GA6.8.0. Use Netprobe GA5.4 as a temporary workaround or run a dedicated GA5.4 Netprobe alongside newer versions.
The Gateway Setup Editor failed to save - CRITICAL Setup cannot be applied as cache corruption was previously detected. Remove the cache and restart the Gateway
The Gateway Setup Editor fails to save changes due to cache corruption or permission issues. To resolve this, stop the gateway, remove the license cache and cache directory, then restart the gateway to recreate the cache.
The timezone on the web is different from the system's timezone
The timezone displayed on the web interface can differ from the system's timezone due to PHP timezone settings on the OP5 Monitor server. Adjusting the timezone in the appropriate PHP ini file and restarting httpd resolves this discrepancy.
Toolkit - ERROR: TOOLKIT2 SamplerScript ... timed out after X seconds. nNumConsecutiveBadSamples is Y
The error "TOOLKIT2 SamplerScript timed out after X seconds" occurs when the script exceeds its allowed runtime. To resolve this, increase the script timeout setting to a duration longer than the script's run time.
Toolkit | How to count number of occurrences of given value in output
Counting occurrences of specific values in a Toolkit output requires creating separate headlines and rules. This FAQ explains how to use count() and path aliases to tally "attached" and "detached" in the PVC state column.
Unable to delete custom Time Period or Check Period
The option to delete a custom Time Period or Check Period is greyed out when in use. To enable deletion, update hosts and service checks to use different Check Periods and apply changes in the Opsview UI.
Unable to remove unwanted Host(s) due to limited number of host license entitlement
Unable to remove unwanted hosts occurs when the license entitlement is lower than the actual host setup. Contact the Account Manager for approval of a temporary license to accommodate existing hosts and remove unused hosts before license expiration.
Uptrends - Guide in Account Activation Assistance
Uptrends account activation issues generate internal tickets that do not notify customers of responses. To communicate with customers, create a new non-internal ticket using the original ticket's account ID and email address.
Uptrends - How long does the alert data is being preserved?
Alert data retention in Uptrends varies by account type and check category. Business accounts retain statistical data for 2 years, while individual checks keep data for 90 days.
Uptrends - Is Linux Private Location Ready?
Linux Private Location for Uptrends is not yet supported or ready for deployment. The FAQ explains the current status and how to contact support for updates or to join the upcoming beta program.
Uptrends - On what server or IP does your domain resolves into?
Uptrends can show which server or IP address a domain resolves to. The resolved IP address appears in the monitor check results within the account.
Use a third parts CA (Certificate Authority) certificate for Windows hosts
Using a third-party CA certificate for Windows hosts requires trusted certificate configuration for secure communication. Potential causes and solutions help correctly implement third-party CA certificates in the ITRS environment.
Utilizing additional Control-M Integration views via xml files in the jobview directory
Additional Control-M Integration views can be created using XML files in the jobview directory with the search\criterion parameter. This FAQ provides guidance on using query XML parameters and references Control-M documentation for accepted values and examples.
Variables - Variable 'xx' in sampler 'xx' setup in Managed Entity 'xx' could not be resolved. Value will be blank
The warning message indicates that a variable in the sampler setup within a Managed Entity could not be resolved and will be blank. To resolve this, add the environment variables into the Managed Entity's environment where the database is running.
WARN: FKM2[<SamplerName>] Active time notification from <Filename> delayed by <LargeValue> secs. Delay threshold (5 secs) exceeded. Callback will be ignored to avoid possible data loss due to content skipped
The WARN message indicates a delay in the FKM sampler's active time notification exceeding the 5-second threshold. The Netprobe skips the callback to avoid data loss and scans a few lines prior to prevent missing valid file content.
Web-mon - Can we use dynamic URL's with variables?
Dynamic URLs with variables are not supported by the Web-Mon and EUEM plugins. Users cannot use dynamic URL functionality in these monitoring tools.
Web-mon sampler returns error code 404
Web-mon sampler returns error code 404 when the target website is not found or setup is incorrect. The issue can be resolved by verifying network reachability and correcting the URL input in the Web-mon plugin settings.
What “Pending” status mean in databaseConnectionStatus field
The "pending" status in the databaseConnectionStatus field indicates the gateway is having trouble connecting to the database. Troubleshooting involves checking logs, verifying permissions and configurations, and possibly restarting the database.
What does netprobe error "INFO: ActionManager Completed action '<Action Name>', Exit code: 13" mean?
Netprobe error "Exit code: 13" indicates issues like Perl failing to connect to webslinger or permission problems with sendmail. The error relates to SIGPIPE signals and can be addressed by checking file permissions and consulting system administrators.
Where does ITRS Analytics store the data it collects and analyzes
ITRS Analytics stores collected monitoring data in a unified storage platform integrating block, file, and sometimes object storage. The platform supports embedded clusters with SSDs or bring-your-own storage meeting specific throughput requirements for optimal performance.
Workaround for Non-existence user Definition
The issue occurs when manually typing a username in the Authentication Plugin under the Users tab, causing an error. The solution is to create the user first and select it from the drop-down list instead of typing it manually.
X - Route plugin - What underlying commands do we perform to populate the X-Route plugin. - For Windows Netprobe
The X-Route plugin for Windows Netprobe does not use shell commands to gather metrics. It uses the libnetnt.dll libnet\write() function to send ICMP ECHO packets for route timing measurements.
Zendesk - Change/Update User Email Domain
Changing or updating a user email domain in Zendesk requires verifying account ownership and considering GDPR compliance. The process includes checking primary and secondary accounts, avoiding merges across organizations, and informing managers and clients before completing the update.
Zendesk - Side Conversation Vs SendSafely
Zendesk offers Side Conversation and SendSafely for sending files and messages to clients. Side Conversation works within Zendesk with a 50MB limit, while SendSafely uses secure links for file sharing.
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