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My Windows sensors do not work when using direct Performance Counter access. What can I do?

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My Windows sensors do not work when using direct Performance Counter access. What can I do?

important performance-counters prtg sensors windows

Created on Feb 7, 2013 3:18:01 PM by  Daniel Zobel [Paessler Support]

Last change on Feb 7, 2013 3:29:16 PM by  Daniel Zobel [Paessler Support]



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This article applies to PRTG Network Monitor 12 or later

Error Messages When Using Windows "Hybrid" Sensors

Some Windows sensors can use a hybrid approach to query values from your Windows machines. If this option is set, they try to access performance counters directly, and if this fails, they try to use WMI for the connection. This is to make monitoring more robust and to ease the load on both the monitoring and the target systems.

The default option for these "Windows" sensors until PRTG version 17.1.30 was to use Performance Counters and fallback to WMI in case the first attempt fails. As of PRTG version 17.1.30, the default option is WMI only because of major improvements to the underlying WMI engine in PRTG.

This option is set in the PRTG device (!) the Windows sensor is created on. You can change it in the Windows Compatibility Options section of the device settings.

Note: You can set this option on group level as well. For example, set it for the Root group, so it is valid for your entire device tree.

If the Hybrid Approach of WMI Sensors Is Not Working

If your Windows sensors do not work using the hybrid approach, there is likely a problem with the direct access to Performance Counters, and for some reason the fallback does not work either.

In this case, we recommend that you use the WMI only option (default as of PRTG 17.1.30). This option is set in the PRTG device (!) the Windows sensor is created on. You can change it in the Windows Compatibility Options section of the device settings.

Note: You can set this option on group level as well. For example, set it for the Root group, so it is valid for your entire device tree.

Reasons for Unsuccessful Access to Performance Counters

Please check / try the following:

  • The machine running the PRTG probe (either the local probe, or a remote probe) must run on Windows Server 2008, Windows Vista, or later.
  • The Remote Registry Windows service must be running on the same machine.
  • The machine running the PRTG probe and the target machine must be part of the same Windows domain.
  • Are the Windows credentials that you entered in PRTG correct?
  • If you use a local user to monitor a target machine that is not part of a domain: This user account has to exist on both the system with the PRTG probe and the target system, i.e., with the same username and password. In PRTG, setting Windows Credentials, leave the Domain or Computer Name field empty.
  • Did you try with credentials of a Windows Domain Administrator account?
  • Some counters may be missing or do not contain counter data; the performance counter libraries may become corrupted. This behavior can occur if certain extensible counters corrupt the registry, or if WMI-based programs modify the registry. In this case, the Performance Counter libraries need to be rebuilt. For details, please refer to this Microsoft article.
  • Try restarting the Target and the PRTG Probe Service, of the Probe(s) monitoring the target(s)

Important Error Codes

Error CodeError MessageDescription / Solution
up to 0x3E80System Error CodesError Descriptions can be found here
0x800007D0Unable to connect to the specified computer, or the computer is offlinePlease check the connection, the credentials, and if the Remote Registry Windows service is running on the target device.
0xB0000001There was an error in the calculation.Please try increasing the scanning interval and do not use the sensor's "check now" function.
0xB0000003Could not create counter.The connection to the target system was successful, but the Performance Counter could not be retrieved. Please switch to "WMI only" (see above).
0xB0000004Could not log in using the specified credentials. Please make sure they are not only valid for the target system, but for the probe system as well.The Windows user account of the Windows credentials you entered in PRTG must have the right to execute a program on the machine running the PRTG probe (either the local probe or the remote probe) and this Windows user account must have the right to use the Remote Registry Windows service on the target machine.

You can find the whole list of possible Performance Counter Errors here


See also: How can I find out the names of available Performance Counters?

Created on Feb 7, 2013 3:29:05 PM by  Daniel Zobel [Paessler Support]

Last change on Mar 10, 2017 3:22:30 PM by  Gerald Schoch [Paessler Support]



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Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.