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 &


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