Issue

Cause

The Site24x7 Windows agent collects Services and Processes data by executing WMI queries against the Win32_PerfRawData_PerfProc_Process and Win32_PerfFormattedData_PerfProc_Process classes. Agent logs indicate that one or both of these WMI queries are failing, which prevents the agent from collecting and reporting process and service performance data.

This is typically caused by corrupted or disabled PerfProc performance counters on the Windows host. The counters may become corrupted after Windows updates, system repairs, or abrupt shutdowns.

Solution

Step 1: Verify the WMI error

Open PowerShell as Administrator and run the following two commands separately to confirm whether WMI queries against the process performance classes are failing on this machine:

1. Get-WmiObject -Query "select PercentProcessorTime,Timestamp_Sys100NS,Name,IDProcess from Win32_PerfRawData_PerfProc_Process"
2. Get-WmiObject -Query "select IDProcess,Name,WorkingSetPrivate,VirtualBytes,ThreadCount,ElapsedTime,HandleCount from Win32_PerfFormattedData_PerfProc_Process"

If either command returns an error, proceed to Step 2 to reload the WMI performance counters.

If both commands execute without error but data is still missing in Site24x7, contact Site24x7 support and share the PowerShell output along with the agent log files.

Step 2: Reload the WMI performance counters

Open Command Prompt as Administrator and execute the following commands one at a time in the order listed:

1. cd c:\windows\sysWOW64
2. lodctr /q:PerfProc

Check if PerfProc performance counters are enabled.

If the performance counters are disabled, execute the following commands to enable it: lodctr /e:PerfProc and restart the agent.

If the performance counters are enabled, execute the command:

1. lodctr /R
2. WINMGMT.EXE /RESYNCPERF

Proceed to restart the agent.

lodctr /e:PerfProc — Enables the PerfProc performance counter provider.
lodctr /q:PerfProc — Queries and verifies the current state of the PerfProc counter.
lodctr /R — Rebuilds the performance counter registry from scratch using the backup INI files.
WINMGMT.EXE /RESYNCPERF — Resyncs the WMI performance libraries with the rebuilt performance counter registry.

Step 3: Restart the Windows Agent

After all five commands have been executed successfully, restart the Site24x7 Windows Agent to force it to re-establish WMI connections with the rebuilt counters:

1. Open Services (services.msc).
2. Locate Site24x7 Windows Agent .
3. Right-click and select Restart .

Wait 5–10 minutes after the agent restarts, then check the Services and Processes monitor in the Site24x7 web client to confirm data is now being populated.

Step 4: If data is still not visible after 10–20 minutes

If monitoring data has not appeared after 10–20 minutes, contact Site24x7 support with the following:

• Screenshots of the PowerShell commands and output from Step 1.
• Screenshots of all five Command Prompt commands and their output from Step 2.
• Site24x7 Windows Agent log files from C:\Program Files (x86)\Site24x7\WinAgent\monitoring\logs\