Troubleshooting
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- Setup does not complete, and stops at the connection page
- The service does not start
- The ssv_up metric is 0 for one or more collectors
- Prometheus cannot reach the /metrics endpoint
- Reconfiguring on a different computer fails with a decryption error
- The server address is rejected
Common problems you may encounter with the exporter, their causes, and how to resolve them.
Setup does not complete, and stops at the connection page.
Cause: The installer could not connect to, or sign in to, the SANsymphony management server with the details provided.
Resolution: Confirm the server address, username, and password, then run the installer again. Details of the failed attempt are saved in %TEMP%\MSI*.LOG.
The service does not start.
Cause: The saved server address or credentials are incorrect, or the exporter was installed silently without a password.
Resolution: Check Event Viewer and the service log described in Logs for the specific error, then correct the settings as described in Reconfiguring Credentials.
The ssv_up metric is 0 for one or more collectors.
Cause: The exporter is running but cannot currently reach the SANsymphony management server.
Resolution: Confirm the server address and credentials in Configuring Prometheus Exporter, and confirm the exporter host can reach the management server over HTTPS.
Prometheus cannot reach the /metrics endpoint.
Cause: The metrics port is blocked, or Prometheus is pointed at the wrong address or port.
Resolution: Confirm the listen port in config.yaml (9876 by default), and confirm Windows Firewall allows inbound connections on that port from your Prometheus server.
Reconfiguring on a different computer fails with a decryption error.
Cause: The configuration file was copied from another computer. Stored credentials are encrypted for the computer they were created on.
Resolution: Run the steps in Reconfiguring Credentials on this computer to enter the credentials again.
The server address is rejected.
Cause: The hostname entered could not be resolved.
Resolution: Enter the SANsymphony management server's IP address instead of its hostname.
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