Common On-Premise Datasource Connectivity Issues

Are you having issues installing the BrightGauge agent or saving your Datasource page? No worries, this article may be able to help. Here are a few common errors we've seen and some troubleshooting tips:


Agent Errors

There are currently no known errors for our latest Agent (v5).


NOTE: To confirm that you are using the latest version of the Agent (v5), open EACH of your on-premise Datasources and ensure that you see the following header on the configuration page:


If you do not see this header on an on-premise Datasource of yours, this indicates that it is still using our legacy agent. If this is the case, please refer to the following document which highlights how to upgrade a Datasource to our latest agent:

If you're experiencing any issues with the Agent (v5), please contact Support by selecting Help Open a Ticket from the top menu bar.



Datasource Page Errors 

"Unable to Connect To Agent” 

This is a common error our partners see 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 service you first installed to connect your database with our BrightGauge servers. When an agent is down/unavailable, there are a few things that may be wrong:
  • The machine hosting the agent is offline. 
    • Please ensure that the host machine is online. If you are not sure where the agent was installed, the "hostname" and "last seen" date can be found in the "Agent Host" dropdown menu for the corresponding Datasource you are troubleshooting:

  • The agent services are not running or are hung up.
    • Go to "Services.msc" and restart both services listed below:


      (Note: The first service listed as "BrightGauge ITSPlatform Service" handles the actual data syncing between the database and your BrightGauge Account. The second service listed as "BrightGauge ITSPlatformManager Service" managed updates for the agent itself.)


 "Decryption keys are corrupted"

This error can occur if the BrightGauge agent is installed on a machine that is already running a CW Command Agent. Any existing CW Command Agent service must be stopped prior to the BG Agent installation. If you experience this error please try:

  • Uninstall the BrightGauge Agent via Control Panel
  • Stop the existing "ITSPlatform Service" via services.msc
  • Reinstall the BrightGauge Agent v5 following the instructions
  • Once the "BrightGauge ITSPlatform Service" service has been installed, restart the existing "ITSPlatform Service" via services.msc

If you continue to experience this error after following these steps, please contact Support by selecting Help > Open a Ticket from the top menu bar.


"The target principal name is incorrect. Cannot generate SSPI context"

This error typically occurs when trying to authenticate to an on-premise database using a user type other than a direct SQL user. All of our on-prem solutions that require authentication into a SQL database require a user with direct SQL server authentication (a user for the software/platform itself nor Windows authentication can be used.) Below are instructions on creating such users for all three databases we currently support:
Lastly, when entering the username into any of the Datasource configurations, be sure to simply list the username (DO NOT include any prefixes such as database name, domain, etc.)

"Failed to connect to database: Unable to open tcp connection with host "hostname:xxxx" or "No connection could be made because the target machine actively refused it." or "Could not connect to database on port:'xxxx'" or "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 an MS-SQL database that is either running multiple instances or using non-default ports for the database (this includes dynamic ports). In these cases, you must ensure that the correct/corresponding port is entered for the 'Database Port number' within the Datasource configuration page.
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 the "Named instance" you’re referencing
  3. Right-click the 'TCP/ IP' option, select 'Properties'
  4. Under the 'IP Addresses' tab, scroll all the way to the bottom 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. If both are filled, 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'.


Legacy Agent/Datasource Errors

If you are encountering any of the errors below, chances are you are still using our legacy agent and are not on the latest version (v5):

  • "Cannot Start Service" or "Cannot Access Registry Value”
  • "Failed to establish a New Connection: [Errno 111] Connection Refused "
  • "Socket Connection Succeeded, But We Cannot Ping the Agent”
  • (Error:500) Internal Service Error 
  • "Unexpected Networking Error when connecting to the agent" or "Failed to Parse None:None”
  • "Connection Aborted. error(104, 'Connection Reset by Peer’)"

For steps on how to verify that your Datasource is using the latest agent (v5), please refer to the "Agent Errors" section of this document above.

If you're experiencing any issues, please contact Support by selecting Help > Open a Ticket from the top menu bar.

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