Common Datasource Connectivity Issues

Are you having issues successfully completing a test connection using the BrightGauge agent or your Datasource page? Can't get the service to start? No worries, you're not alone. Here are a few common errors we've seen and some troubleshooting tips. 

Agent Errors

"Cannot Start Service" or "Cannot Access Registry Value” 

This is a permissions issue. Starting with Windows Vista and Server 2008, Windows requires programs to "run as administrator" for certain levels of operation even if you're using an administrator account. If you're getting this error from the agent manager, close the manager, right click on the icon, go to properties, compatibility, run as administrator (usually at the bottom of the list). Click apply and then save. Re-open the manager and you should be good to go. 
 

Connection Timeout 

This is the #1 error that our clients see returned by the agent. This is typically a firewall exception issue and here are a few tips: 
  • Make sure that the firewall exception that has been created has been accepted and/or turned on. Sometimes firewall rules have new exceptions, that are not automatically turned on.
  • It might take some time for the firewall exception to come into effect. There might be a separate table of active exceptions that refreshes only so often or requires a firewall restart to update. If this is the case for you, please allow some time for the lapse to take effect or restart your firewall service.
  • We’ve found that the Windows Firewall service for Windows Server 2008 and later is blocking connections even when turned off. Please create an advanced exception for an inbound TCP rule for the port you've selected to use.
  • If all values seem correct and you're still getting this error on test connection, click 'Save & Start Service' and then go to your BrightGauge portal to add the connection. Sometimes the test connection can fail, but we can still connect through the portal with some unique agent configurations. 
 
 

Connection Refused 

Most often, this is a NAT Routing issue. You’ll get this error when you have successfully created the firewall exception, but fail to point it to the correct machine. Please make sure that the firewall exception is pointed to the machine that the agent is installed on using the correct port you have chosen. 
 
 

"Socket Connection Succeeded, But We Cannot Ping the Agent” 

This error is often because you created a firewall exception and limited it to a range of IP addresses. Please make sure to check the firewall exception and that it's open to either all IP addresses or just our IP addresses. You can find our IP addresses next to the link to download the agent on the datasource settings page.
 
 

(Error:500) Internal Service Error 

This error can be returned for a few reasons. Here are a few tips: 
  • Ensure that the latest version of our agent is installed. To distinguish the agent version, our old agent still bears our old logo:



    The latest version of our agent can be downloaded from the datasource's settings page on your account.
  • There's a possibility that there's an issue with the inputs entered being invalid. Please recheck all fields (type and not paste the values, as pasting can introduce unwanted spaces) and double check the firewall (some firewalls require restarting or time before rule changes take effect).
  • If all values seem correct and you're still getting this error on test connection, click 'Save & Start Service' and then go to your BrightGauge portal to add the connection. 
     
Remember that after you successfully run a test connection, click on Save & Start Service if this is the first time you've run the agent or recently made changes. If you're still having issues, please do not hesitate to let us know by contacting us at support@brightgauge.com

 

Datasource Page Errors 

"Unable to Connect To Agent” 

This is the #1 error our clients see returned on their Datasource settings page. This is typically due to the agent service being stopped or an interruption in communication with the agent. 
 
The agent is the software you first installed to connect your database with our BrightGauge servers. When an agent is "down," there are a few things that may be wrong: 

  • The machine the agent was installed on is off. 
  • The agent service is not running. (Go to "services.msc" and check to see if the BrightGauge agent is started. If it's not, 
  • Settings on the agent itself are incorrect (IP address change, BG User credential change, subdomain change, etc)
  • Check to see if the firewall rules for BrightGauge are still active and correct for the machine (sometimes IP addresses and NAT rules are changed without updating this). 
  • The Windows Firewall has been turned on and/or upgraded.  
 
For help in creating an exception for the BrightGauge Agent follow these instructions (steps are based off Windows Server 2012, but are similar for most machines going back to Server 2003):

  1. Go to control panel 
  2. Enable icons in the view box and go to windows firewall or search for windows firewall in the search box to the top right 
  3. In windows firewall, click on Advanced settings to the left (it has a UAC shield next to it) 
  4. In the advanced settings, click on Inbound Rules to the left 
  5. Click on New Rule link to the right 
  6. Select the Port radio button 
  7. Select TCP and the specific local port is the port you designated for the agent 
  8. Select the 'Allow the connection' radio button 
  9. Apply it to domain, private, and public. 
  10. Choose a name and finish the rule.
Once you've completed this, run the test connection on the agent again and you should be in the clear.
 
 

"Connection Aborted. error(104, 'Connection Reset by Peer’)"

This error has been encountered only a few times. Basically the agent install becomes corrupt/invalid, and the datasource connection can no longer communicate with it and returns this error. To fix this, simply uninstall the agent completely from the host and conduct a fresh install. The latest version of our agent can be downloaded from the datasource's settings page on your account.
 
 

"No such host is known”  or  "A network-related or instance-specific error occurred while establishing a connection to SQL Server....."

These errors are typically caused when trying to connect to a SQL database that is either running multiple instances or using non-default ports for the database (this includes dynamic ports).
 
Here’s how to troubleshoot this error:
  1. Open the SQL Server Configuration Manager on the machine that hosts the Microsoft SQL database.
  2. Expand the branch for SQL Server Network Configuration > Protocols for BGSNAMED (instance you’re referencing)
  3. Right-click the TCP/ IP option, select “Properties"
  4. Under the IP Addresses tab, scroll to the bottom and to find the TCP Port or the TCP Dynamic Ports. Depending on your setup, either of these will be filled in. You may choose either one, we recommend the Dynamic Port.
  5. Copy the Port number
  6. Paste the Port number on your datasource settings page under the Database Port number.

Heres a detailed video outlining these steps: 

If you encounter any issues while attempting to follow this video, please let us know at support@brightgauge.com 

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