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Loss of connection between the robot and the NMC server

     

    Problem1: Connection Robot - NMC server

    Description: The NMC server is not connected to the robot and neither the robot is able to reach the NMC.
    Robot console log: Cannot send heart beat to the server
    1. [TRANSPORT] -> Problem related to network
    2. [HEART_BEAT_REFUSED] -> Problem related to license right
    3. [Time limit for use without connction to the min serveris exceeded]

    Solution(s)

    1. You should check the network between the robot and the NMC server via the specified port.
    2. This Warning is due to a change in the PCID of the robot which can be caused by software update (Windows, Vmware ..) or hardware change => You have to reset your robot. Connect to your NMC and go to the System > Components menu, select your robot and click on the 'Reset' button.
    3. You have to reset your robot. Connect to your NMC and go to the System > Components menu, select your robot and click on the 'Reset' button.

    Problem 2: Subscription file corrupted

    Description: On the Windows Server of the NMC, we check "NRM Proxy (the IP-LABEL icon in the taskbar) -> Monitoring console" and we noticed an error message saying: 

    Cannot deserialize subscription from file: C:\NewtestData\ClientModules\Collector\Subscriptions\...

    Solution(s)

    You must stop the Newtest Remote Manager service through Services Management Tool of the Windows Server,  delete all files in the path indicated in the error message and restart the Newtest Remote Manager service.
     

    Problem 3: Verification of Data module

    If the console does not contain error messages, check if the Data module is functional. 

    Solution(s)

    1. Access to "NRM Proxy -> Monitoring console -> Advanced -> Admin " and check if all modules have the status" RUNNING "(to ensure supervision).
    2. Access to "C: \ Program Files (x86) \ ip-label \ Newtest \ ClientModules \ EXE \ COLLECTORSUPERVISORWINFORM" to 
    check the collector data (HEART_BEAT / PRB_CHANGE / ..) according to the reported problem.

    Note: 

    The problem of missing data on the NMC may be related to the free disk space where the Data directory of Archiver is located: 

    Via NRM Proxy -> Monitoring Console -> Advanced -> Admin -> Archiver, the configuration file (Config ...) contains the default thresholds which are defined as follows: 

    FreeSpaceWarningThresholdPercentage=10  

    FreeSpaceErrorThresholdPercentage=5  

     If there is less than 10% of free disk space where is located the Data directory of Archiver, a warning message is displayed at the log console and arrivals diagnostic files will not be available through the NMC interface.  

    When there is less than 5% of free disk space, the server no longer receives the diagnostic files. 

    In order to modify these values, it is necessary to carry out the modification in the configuration file as well as in args command then 

    it is necessary to restart Archiver module.  

    Problem 4: Nb of missing Heartbeat exceeded

    It is possible that your probes need more time to communicate with your NMC server issued by network performance limitation or by proxy/firewall settings.

    Solution(s)

    Access to "C: \ Program Files (x86) \ ip-label \ Newtest \ ClientModules \ EXE \ COLLECTORSUPERVISORWINFORM" and open "Parameters" configuration.

    Change the value of Analysis -> "NBOFMISSINGHEARTBEATBEFORETRIGGERINGALARM" to a higher number than its default value (default value : 3).

    No need to restart manually the module after your modification as it automatically restarts itself.

    See also

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