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Unable to connect to platform and Unhandled Exceptions.

simon woodhall
over 5 years ago

As a bit of background I'll quickly explain what's happened recently.

Last week a member of the team accidentally started the wrong Replication scenario which replicates data between our Database servers. As a result, a number of databases became corrupt, including the Foglight NMS database. I used the Foglight Database Administrator tool which is installed as part of the Foglight NMS installation on our server to create a new database and point the software at it. After re-creating my team's user accounts, the software connected fine and was monitoring our network as usual for a few days with no issues.

A week later I was unable to log into the Foglight NMS studio - after a pause of approximately 10 seconds I am given the error "Unable to connect to the platform". I searched for this error on the Quest website's knowledgebase and found the article suggesting to try a couple of things - below are the two steps and the outcomes:

  1. Check the database hasn't run out of space - I checked not only the SQL database but also the folder in which the local database files are situated - both have plenty of space.
  1. Check that the credentials used to connect to the database are correct – I connected to our server and attempted to open the Database Administration tool, at which point I am presented with an unhandled exception error stating that “The input string is not a valid binary input” (see below). If I click Continue on this error I am presented with the login screen, however after entering the credentials, I am presented with a second unhandled exception stating “Object reference not set to an instance of an object” (see below). Clicking continue on this error returns me to the Login screen.

 I have also noticed that on our server, the Quest NMS Server service is stopping and starting a few times every minute (see below).

 I was thinking it may be possible to completely re-install the software however I’ve been unable to locate the installation media anywhere in our software repository – as I mentioned it was set up before I joined the team 8 years ago. The support team at Quest have said they can't help me because there's no record of us ordering the software - this is because it was downloaded back when they did the "free for 100 devices" version and has been running fine since on a server with no access to the internet. I managed to find version 6.8 online and downloaded that but the first thing it does is ask for a license key - which we don't have.

If anyone can help that would be great.

 Many thanks,

  • 0 over 5 years ago

    Hello Simon,

    did you contact your Quest account manager already? He/she might be the one who can help here.

    Foglight NMS is set to end of life and support will discontinue end of this year. Look at this announcement

    But there is a replacement called NinjaRMM. You can get the Ninja cartridge from here.

    I think the best approach is to contact your Quest account manager to discuss how to continue. You can also try to raise a service request to investigate the problem with the current setup, but as this seems to be an 8 years old installation, it wouldn't be easy as that version is out of support since long already.

    Kind Regards

    Nicola

  • 0 over 5 years ago in reply to Nicola.Flucke

    Thank you for your response.

    I've spoken to 3 different departments at Quest who have all come back to the same response - nothing they can do. Apparently as the installation we have was the Freeware version there's no support available and no way to get the installation files to reinstall. I've asked if we can buy a license but not heard back yet.

    I've started looking at alternative software, however I'm hoping someone has seen these errors before and knows how to fix them.

    Thanks again.

  • 0 over 5 years ago in reply to simon woodhall

    Hello Simon,

    I just spoke with my colleagues and it seems you have a support case for this request already - right?

    They will see what they can do regarding a license. I think this should be discussed further via the support case.

    An 8 years old installer file for a freeware product is not available anymore. There is a replacement tool and I can arrange a contact with a sales person if you want. But the freeware version is not available anymore. I'm sorry.

    Maybe another customer had the same error and knows the solution for it.

    Kind Regards

    Nicola

  • 0 over 5 years ago in reply to Nicola.Flucke

    The support case was last update yesterday where i was told that nothing could be done and alternative softwares were suggested - i'm currently looking into alternatives to meet our needs, in the meantime i'm hoping someone will have an idea of how to fix the error messages i'm receiving.

  • 0 over 5 years ago in reply to simon woodhall

    Hello Simon,

    you will get a reply via the support case shortly, which might help you. 

    Kind Regards

    Nicola

  • 0 over 5 years ago in reply to Nicola.Flucke

    Thank you.

    I should have mentioned that my name is Tom - i'm using the account my colleague Simon (who left the team years ago) set up when he installed the software - it's a shared email account and i can't figure out how to change the display name.

  • 0 over 5 years ago in reply to simon woodhall

    Hi Tom,

    as far as I can see the display name cannot be changed. I just checked my profile and I cannot find such a parameter. 

    I will ping a colleague and see he knows if there is an option to change the display name.

    Regards

    Nicola

  • Former Member
    0 Former Member over 5 years ago in reply to simon woodhall

    Good day Tom.

    I was informed of your need to change the screen name of your account.  please reply to me on the private message sent so I can assist you on this

    Regards
    Jorge Carrasco
    Community Manager
    "need quick answers to your support questions? Follow us on twitter @QuestExperts"