Fix ESX services in the stale state

Last Modified

Tue Jun 30 22:48 GMT 2020

Description

  • This article provides information when monitoring a service in the stale state.
  • This means that the N-able N-centralserver has not received any data from that service for a defined period of time.
  • Typically, this is 3 times the polling interval.
    • For example, if a service has a polling interval every 5, when the N-able N-centralserver fails to get any information after 15 minutes, the service transitions into a Stale state.

Environment

  • N-able N-central

Solution

  • Here are some scenarios and fixes for services in a stale state.
  • Probe based services are in a stale state, for example: Connectivity (VMWare)
  • The probe is not working and the Probe Status service will be in a failed state.
  • The probe is overloaded which means it is monitoring too many ESX services on too many devices.
    • Check the following file on the probe device C:\Program Files (x86)\N-able Technologies\Windows Software Probe\log\agent.log Look for entries including MAX Threads.
  • Fix: Reduce the number of devices the probe is monitoring.
  • A second probe may be required to offload tasks if the above does not fix the issue.