Troubleshooting steps to start the On-Premise Poller in case of system restart/crash

Troubleshooting steps to start the On-Premise Poller in case of system restart/crash

Please follow the below steps to confirm if the On-Premise Poller is running, or to start the On-Premise Poller, in case of system restart/crash because of power failure, etc.
For Windows:
  1. Check if the On-Premise Poller service is up and running - SITE24X7_ONPREMISEPOLLERMONITOR
  2. If communication is still not established, stop the service and refer here
    NOTE:
    To stop the service, navigate to the On-Premise Poller's installation directory (C:\Program Files (x86)\Site24x7OnPremisePoller). Execute the command StopServer.bat -force
    or
    Navigate to Start > Settings > Control Panel. Under Administrative Tools, click Services. You can also navigate to services.msc from Run. Stop the Site24x7 On-Premise Poller service as an administrator.
  3. Go to services.msc > start the service SITE24X7_ONPREMISEMONITOR to start the Site24x7 On-Premise Poller process.
However, if the On-Premise Poller service is already stopped, please follow the below steps: 
  • Navigate to C:\Program Files (x86)\Site24x7OnPremisePoller and delete the file eum.lck
  • Rename the logs folder to logs.old and reports folder to reports.old (C:\Program Files (x86)\Site24x7OnPremisePoller)
  • Start the On-Premise Poller service 
For Linux:
  1. Go to installation directory/Site24x7OnPremisePoller
  2. Check if the On-Premise Poller process is up and running by executing the following command:
    ps aux | grep StartServer
  3. If no communication is established, stop the service by using the following command:
    sh StopServer.sh -force and refer here
  4. Start the process by executing the following command:
    sh StartServer.sh &
However, in cases when the On-Premise Poller process is already stopped, please follow the below steps: 
  • Navigate to installation directory/Site24x7OnPremisePoller and delete the file eum.lck
  • Rename the logs folder to logs.old and reports folder to reports.old ( installation directory /Site24x7OnPremisePoller)
  • Start the On-Premise Poller process
    sh StartServer.sh &


    • Related Articles

    • Troubleshooting steps for On-Premise Poller

      Prerequisites and basic details: Prerequisites for installing On-Premise Poller Necessary ports to allow access to the installed On-Premise Poller How secure is On-Premise Poller Amount of bandwidth consumed by the On-Premise Poller software Adding ...
    • Set proxy for Linux On-Premise Poller during installation

      There are 3 ways through which you can configure a proxy in an On-Premise Poller for a Linux server. During installation using the Installation Wizard Using the console During the silent installation of the On-Premise Poller Linux agent 1. During ...
    • When I restart/activate/upgrade the On-Premise Poller, why is it not showing data immediately

      The following may be one of the following reasons for data not showing up after restarting/activating/upgrading the On-Premise Poller: In cases where there is a large number of monitors pointed to the On-Premise Poller, data collection for all these ...
    • Troubleshooting steps if the network module does not start properly

      Follow the steps below to fix Network Module-related issues. You may be able to resolve your issue in a step or two, but if not, keep moving through these steps until the issue is resolved. Step 1: Stop the On-Premise Poller, and restart it with ...
    • How to manually upgrade an On-Premise Poller

      You can upgrade an On-Premise Poller directly from the Site24x7 web console by navigating to Admin > On-Premise Poller, clicking the hamburger icon beside an On-Premise Poller, and clicking Upgrade. Learn more.  If the above method of upgrade fails, ...