Troubleshooting the installation of the AutoMonX Sensor Pack for Azure

The initial installation of the Azure sensor pack on a PRTG probe may not work as expected. This blog entry covers various situations you may encounter and suggests how to identify and fix possible issues.

Before starting the troubleshooting part, make sure the following tasks has been performed:

• Azure sensor pack files have been extracted and deployed into the PRTG Probe EXEXML directory by the installer.

• The following services have been successfully installed and started:

  • AutoMonX Azure Service

  • AutoMonX Azure Backend Service (if you chose to install it)

• License activation has been completed successfully as explained in How to apply the Azure sensor license Blog

• The Sensor Pack for Azure has been configured using our UI

Below is an example of our UI - note the "Install Service" button. It is assumed that

you have installed the services after filling all the relevant details and after saving them by

pressing Apply.

Troubleshooting the installation

If something went wrong during the configuration steps or during Auto Discovery, firstly use

the "Check Config" button in our UI to initiate a self check routine that will review your Azure sensor pack deployment. Make sure that the output of the configuration check looks as below.

Troubleshooting Check Config Results

• Some or all the tests marked in Error - make sure the tasks specified above have been fully performed

• The Azure Sensor pack Service is not able to start - make sure that the connection to Azure is successful and that the license has been applied

• Connection to Azure marked in Error - make sure you have filled the correct credentials to access Azure and pressed the Apply button. Also make sure that the the firewall (local or organizational) has been configured to allow the PRTG probe to access Azure API. Below are the security requirements of the Azure sensor pack.

After fixing the issues discovered by the Check Config, run it again to make sure all the issues were successfully cleared.

Manually installing the services

In rare cases, the installer may fail to install and start the services.

You can install the services manually.

Run as administrator cmd.exe and run the commands below in the cmd window:

AutoMonX_AzureCollector.exe -install

AutoMonX_AzureCollector.exe -install_backend

Additional installation issues

If the installer fails to deploy the product and the troubleshooting steps didn't help, make sure to contact AutoMonX Support team via support@automonx.com or via the support page https://www.automonx.com/support.

Please collect the following log files and send them to our support team:

• Installer log: C:\Users\<UserName>\AppData\Local\Temp\Setup Log YYYY-MM-DD #NNN.txt

• AutoMonX Service Log: <Drive>:\Program Files (x86)\PRTG Network Monitor\Custom Sensors\EXEXML\AutoMonX\Azure\Logs\Automonx_Service_Log.txt

• AutoMonX Backend Service Log <Drive>:\Program Files (x86)\PRTG Network Monitor\Custom Sensors\EXEXML\AutoMonX\Azure\Logs\Backend_Error_Log.log

Configuration Check works OK but PRTG Sensors show "Connection refused Socket Error"

Make sure that the PRTG "Probe setting for Monitoring" tab of the PRTG Probe Administration tool, has the following setting (auto for IPv4 and IPv6 addresses) and restart the Probe service if modified.

Advanced debug steps - Connectivty to Azure

Download and extract our Azure support tool from our web site downloads page.

Extract and copy all files to folder "C:\Program Files (x86)\PRTG Network Monitor\Custom Sensors\EXEXML\AutoMonX\Azure".

Run the connection debug tool as Administrator:   Amx_AzureConnect.exe -dbg

A new log file will be created with the response from Azure: "Amx_AzureConnect.log". Send it to the AutoMonX Support team for advanced troubleshooting.