This article applies as of PRTG 21

Troubleshooting solutions for ITOps Board

Have a look at the following sections:

• Troubleshoot installation issues
• Troubleshoot performance issues
• Change the ITOps Board user
• Reset ITOps Board
• What to do if a reset does not solve the problem

Troubleshoot installation issues

Check if you can answer the following questions with Yes:

• Is the PRTG core server system that you want to install ITOps Board on joined to an Active Directory domain?
  Note: This is necessary if you want to monitor Windows systems via WMI as part of the Active Directory domain.
• Did a local system administrator install Microsoft SQL Server Express? Do you connect to an external instance of SQL Server Express on another server that is joined to the same domain?
• Did a local system administrator install ITOps Board?
• Did you allocate at least 6 GB of RAM to Elasticsearch? Did you restart the Elasticsearch service after you adjusted the Elasticsearch JVM heap size?

Troubleshoot performance issues

To troubleshoot lower performance on PRTG core servers after you integrated PRTG with ITOps Board, check the following:

• Make sure that you disable the paging file for the C:\ drive and restart the PRTG core server system after the change.
• In ITOps Board, go to Settings and increase the operating interval to 600 seconds.

Change the ITOps Board user

By default, ITOps Board uses the user who installed ITOps Board and SQL Server Express for the application pool and the connection from the webserver to the SQL database. If there is an issue with this connection, for example, because of a password change, other issues can occur that the logs do not display a specific error message for.

If you want to change the user who runs the application pool, it is important that the user has access to the SQL database. As a workaround, you can use an SQL user so that an Active Directory service account is not necessary. For this workaround, take the following steps:

1. Open a command prompt with administrator access rights and stop the Internet Information Services (IIS) by executing the command IISRESET -STOP.
2. Open the Microsoft SQL Server Management Studio or install it if you have not yet done so.
3. Connect to the SQL database.
4. Right-click root and select Properties | Security to change the authentication mode under Server authentication to SQL Server and Windows Authentication.
5. Add a new SQL user by expanding the folder <yoursqlserver> / Security / Logins.
6. Right-click Logins and select New Login.
7. Configure the Login name.
8. Select SQL Server authentication.
9. Configure the Password for the new user.
10. Disable the check box next to Enforce password expiration.
11. Under Server Roles, enable the check box next to public and sysadmin.
12. Under User Mapping, check that Savision_iQ is selected.
13. Check the Status page. Make sure that Grant is selected and Login is enabled.
14. Restart the SQL Server (SQLEXPRESS) Service via services.msc.
15. Open the IIS Manager by right-clicking IIS Server in the Server Manager and selecting Internet Information Services (IIS) Manager.
16. Navigate to the ITOpsBoard IIS application pool and open the Advanced Settings.
17. Change Identity to NetworkService.
18. Configure a new connection string in the Web.config file under C:\Program Files\Paessler\ITOps Board, for example <add name="defaultSqlConnection" connectionString="Data Source=.\sqlexpress; Initial Catalog=savision_iq; User Id=*SQLUSERNAME*;Password=*SQLPASSWORD*;Connection Timeout=60" providerName="System.Data.SqlClient" />
19. Save the Web.config file.
20. Open a command prompt with administrator access rights and start the IIS again via the command IISRESET -START.

Reset ITOps Board

Sometimes, the only solution is to reset ITOps Board. To do so, take the following steps:

1. Open a command prompt with administrator access rights and stop the Internet Information Services (IIS) by executing the command IISRESET -STOP.
2. Delete all snapshots under C:\Users\<userwhoinstalleditopsboard>\AppData\Roaming\SavisioniQ_Snapshots.
3. Restart the SQL Server (SQLEXPRESS) Service via services.msc.
4. Check Elasticsearch under http:localhost:9200.
5. Open a command prompt with administrator access rights and start the IIS again via the command IISRESET -START.
6. If the start of the ITOps Board IIS application pool fails, go to Windows Event Log | System and check that the source is WAS.

What to do if a reset does not solve the problem

If you encounter issues because of incorrectly installed ITOps Board components, try to revert to an earlier snapshot of the virtual machine, if possible.

If it is no option to reset ITOps Board or to revert snapshots, or if this does not bring about the appropriate results, it might be time to start over. In this case, uninstall all ITOps Board components via Programs and Features in the Control Panel.

Reinstall all ITOps Board components after you met the prerequisites and requirements.

Note: Some cleanup tasks might be necessary to recover from an improper installation and to ensure the error-free and reliable operation. Such cleanup tasks might include deleting registry keys or removing directories. Check the vendor documentation for removal instructions regarding any component that was incorrectly installed.