I want to monitor a disk share with PRTG, but the sensor is showing the Down status, even though I can access the share with my Windows Explorer. What can I do to troubleshoot the issue?
What can I do if PRTG doesn't succeed with monitoring a share? PE029 PE032
This article applies as of PRTG 22
Troubleshooting share monitoring with PRTG
In general, a network share is a system object that you can access from another system via LAN. This way, you can virtually use the respective object as an object that belongs to the local machine. Although PRTG is able to monitor these shares with File sensors, Folder sensors, and SMB Share sensors, we received multiple user reports that say that this type of access does not work properly in some instances.
We cannot precisely explain why users get errors when they add shares. In most cases, the errors stem from the Windows API. Although it is sometimes possible to connect to the shares with Windows Explorer, this does not automatically mean it works with PRTG as well. However, there are a few things you can try in such situations:
- Double-check the Shared Resource setting in the sensor. It must start with the share name and not with any backslashes or the target system's name.
- Try the system or NetBIOS name, the fully qualified domain name, and the IP address as Host setting in the corresponding (target) device.
- Check that the IPC$ share is available at the target host.
- Check that the firewall is open (UDP and TCP) for ports 137-139 and particularly for port 445 for all applications and users.
- Check that no other software (internet security or virus scanner) is intercepting the connection. Try to temporarily disable such applications.
- Use a domain admin account as service logon name for the probe device.
- Check in the group policies whether Windows service applications have restrictions for remote logons or share connections.
If all of the steps above do not work, search for the exact error message (without the error number in parentheses). You will get a large number of results that might help you find the actual cause for the respective issue.
There are no settings in PRTG except the host name (device), the share name (sensor), and the Windows credentials (device or inherited from groups that are higher up in the object hierarchy) that actually affect sensors that use SMB shares.
Solutions for issues with certain PE error codes
Here are some error messages you might get and the solutions to the respective issues:
|Logon failure: The network location cannot be reached. For information about network troubleshooting, see Windows Help (1231). (code: PE029)||Make sure that the Server Windows service is running on the target system and that you are allowed to access the share with the credentials provided.|
|Cannot access folder: The folder doesn't exist. (code: PE032)||Make sure that you entered the correct network path in the sensor settings. When monitoring a share, create a device with the system name or IP address in the IP Address/DNS Name field, and in the sensor's Folder Name settings, enter only the path. For example, enter MyComputer in the device, and C$\Inetpub\mailroot in the sensor's Folder Name field to monitor the network path \\MyComputer\C$\Inetpub\mailroot.|
See also Folder sensor - Cannot access folder: The folder doesn't exist. (code: PE032)
|Logon failure: A specified logon session does not exist. It may already have been terminated(1312) (code: PE029)||The drive that you are trying to map needs a specified logon session, even if user name and password are correct. In the Credentials for Windows Systems settings of the device, explicitly enter a value in the Domain or Computer Name field. This can be the system name (if you are using a local login) or the domain name of the user account.|
Note: After changing credentials, it may take several minutes until the connection is successful.
Just a note to all having trouble accessing a folder with a sensor. (error PE032)
We also suddenly were unable to monitor the Spool folder of a new print server like we always have on the previous print server and received PE032 errors.
I could access the
PRINTERNAME\$E\Spool without issues from other servers/probes and the account used in PRTG had full access rights. (on the new server, oddly enough
IP ADDRESS\$E\Spool did also not work)
When I created a Temp folder on E:, like we have on C:, I could also not access it. When I changed the sensor to monitor the Temp folder on C: instead (so C$\Temp) we had no trouble accessing it and the sensor went green.
Change it back to E$\Temp and the sensor errored out again...
Finally I was able to solve this (or work around this rather) by changing the Spool folder hosting Server settings in PRTG to use the FQDN rather than the IP address in the "IPv4 Address/DNS Name" section and the same in the "Service URL" section. No more errors after that.
"ipconfig /flushdns" was needed to fix the work around above on all Probes.