LogoLogo
LearnDocumentationSupportCommunity
Version 6.30
Version 6.30
  • Welcome
  • Nexthink V6
  • Overview
    • Software components
    • Collector
    • Finder
    • Engine
    • Portal
    • Nexthink Library
    • Digital Experience Score
  • Installation and configuration
    • Planning your installation
      • Overview of the installation process
      • Hardware requirements
      • Connectivity requirements
      • Software requirements
      • Reference architectures
    • Installing Portal and Engine Appliances
      • Installing the Appliance
      • Installing the Appliance on Azure
      • Installing the Appliance on AWS
      • Installing the Appliance on OTC
      • Managing Appliance accounts
      • Setting the names of the Portal
      • Setting the names of the Engines
      • Specifying your internal networks and domains
      • Federating your Appliances
      • STIG compliance in Web Console
      • Connecting the Portal to the Engines
      • Configuring session performance storage
      • Configuring device performance storage
      • Setting up a software license
      • Sending email notifications from the Appliance
      • Allocating resources for the Portal
    • Installing the Collector
      • Installing the Collector on Windows
      • Installing the Collector on macOS
      • Installing the Collector for a Proof of Value
      • Assigning Collectors to Engines
      • Assignment of roaming Collectors
      • Collector MSI parameters reference table
      • Nxtcfg - Collector configuration tool
      • Inspecting the connection status of the Collector
      • Querying the status of the TCP connection of the Collector
      • Reporting the URL of HTTP web requests
      • Auditing logon events
      • Viewing user interactions in virtualized and embedded environments
      • Engage notifications on macOS
      • Configuring Collector level anonymization
    • Collector remote connectivity
      • Redirecting and anonymizing Collector traffic
      • Redirecting the Collector TCP channel
      • Support for DirectAccess
      • Windows Collector proxy support
      • Mac Collector proxy support
    • Installing the Event Connector
      • Installing the Event Connector on Linux
    • Installing the Finder
      • Installing the Finder on Windows
      • Enabling Cross-Engine Finder features
      • Expanding the time frame of investigations in the Finder
      • Enabling Finder access to the Library
      • Finder proxy support
    • Updating from V6.x
      • Updating the Appliance
      • Content centralization when updating the Appliance
      • Updating the Collector
      • Viewing Collector deprecated fields
      • Updating the Finder
    • Security and user account management
      • Importing and replacing certificates
      • Hierarchizing your infrastructure
      • Adding users
      • Enabling SAML authentication of users
      • Just-In-Time provisioning of user accounts
      • Enabling Windows authentication of users
      • Multi-factor authentication for local accounts overview
      • Provisioning user accounts from Active Directory
      • Establishing a privacy policy
      • Disabling local accounts for interactive users
      • Setting the complexity and minimum length of passwords for local accounts
      • Protecting local accounts against brute force attacks
      • Preventing password saving in the Finder
      • Controlling session timeouts in the Portal
      • Security settings in the Appliance
      • Setting the Do Not Disturb periods between campaigns
    • Data retrieval and storage
      • Data retention
      • Increasing the maximum number of metrics
      • Establishing a data retention policy in the Engine
      • Storing Engine data in a secondary disk drive
      • Importing data from Microsoft Active Directory
      • Setting the locale in the Portal
      • Changing the Time Zone of the Portal
      • Time Zones and data collection
      • Changing the data collection time of the Portal
      • Nightly task schedules timetable
      • Changing the thresholds of High CPU warnings
      • Automatic restart of unresponsive Engine
    • Maintenance operations
      • Logging in to the CLI
      • Special operation modes for the Engine and the Portal
      • Changing the default ports in the Appliance
      • Centralized Management of Appliances and Engines
      • Monitoring the performance of the Appliance
      • Resizing partitions in Appliance
      • Configuring the system log
      • Examining the logs in the Portal
      • GDPR - Retrieving or anonymizing personal data
      • Finding out unlicensed devices
      • Removing devices
      • Installing third-party software in the Appliance
      • Installing VMware Tools in the Appliance
      • Operational data sent to Nexthink
      • Sending additional data to Support
    • Disaster recovery
      • Planning for disaster recovery
      • Web Console backup and restore
      • Engine backup and restore
      • Portal backup and restore
      • Rule-based assignment backup and restore
      • License backup and restore
      • PKI backup and restore
    • Branding
      • Branding the Portal
      • Branding of campaigns
  • User manual
    • Getting started
      • Logging in to the Finder
      • Logging in to the Portal
      • Enabling STIG in Webconsole
    • Querying the system
      • Searching the subject of interest
      • Executing an investigation
      • Creating an investigation
      • Editing the options of an investigation
      • Combining logical conditions in investigations
      • Navigating through the results of an investigation
      • Properties of users and devices
    • Visualizing system activity in the Finder
      • Getting a quick overview
      • Graphically observing the activity of users and devices
      • Observing service performance
      • Viewing network connections
      • Viewing web requests
      • Viewing executions
    • Monitoring IT custom metrics
      • Creating a metric
      • Examples of metrics
      • Session performance
      • Device performance
      • Following the evolution of a metric
      • Finding the visuals of a metric
    • Monitoring IT services
      • Analyzing service quality
      • Creating a service
      • Following the evolution of a service
      • Specifying URL paths of web-based services
    • Engaging with the end user
      • Getting feedback from the end users
      • Types of campaigns
      • Creating a campaign
      • Editing a campaign
      • Types of questions
      • Controlling the flow of questions
      • Translating a campaign
      • Triggering a campaign manually
      • Limiting the reception rate of campaigns
      • Scrutinizing the results of a campaign
      • Continuously measuring the satisfaction of employees
    • Rating devices and users with scores
      • Computing scores
      • Creating a score
      • Checking and comparing ratings
      • Computing potential savings
      • Score XML Reference
      • Documenting scores
    • Remotely acting on devices
      • Scenarios for remote actions
      • Creating a remote action
      • Executing remote actions
      • Triggering a remote action manually
      • Writing scripts for remote actions on Windows
      • Writing scripts for remote actions on Mac
      • Example of self-healing scenario
      • Example of self-help scenario
      • Application control and remote actions
    • Organizing objects with categories
      • Classifying objects of the same type
      • Creating categories and keywords
      • Tagging objects manually
      • Tagging objects automatically
      • Importing tags from text files
    • Getting notified by the system
      • Receiving Engage campaigns
      • Receiving email digests
      • Receiving alerts
      • Creating a service-based alert
      • Creating an investigation-based alert
    • Building web-based dashboards
      • Introducing dashboards in the Portal
      • Creating a dashboard
      • Examining metrics in depth
      • Documenting dashboards
      • Assessing license use
      • Computing dashboard data
      • Reusing dashboard content
    • Importing and exporting authored content
      • Methods for reusing authored content
      • Manually sharing Finder content
      • Importing a content pack
      • Conflict resolution
      • Exporting a content pack
  • Library packs
    • Compliance
      • Device Compliance
    • Configuration Manuals
      • Overview (Configuration Manuals)
      • Installing A New Version Of A Library Pack
    • Digital Employee Score (DEX score)
      • DEX Score Installation And Configuration
      • Detailed Library Pack Changelog
    • Device management
      • Reduce logon duration
      • Group Policy Management
      • Hardware Asset Renewal
      • Hardware Asset Renewal Advanced
      • Application Auto-Start Impact
    • Remote Employee Experience
      • Remote Worker Experience
      • Home Networking
      • Change Log And Upgrade Process
      • Remote Worker Vs Office Worker Device Category
      • Remote Worker Insights
      • DEX V2 Upgrade Of Remote Worker
    • Persona Insight
      • Persona Insight - Overview
      • Persona Insight - Library Pack
      • Persona Insight - Score Only Pack
      • Persona Insight - Without Campaign pack
      • Persona Insight - Getting Started and Upgrade Procedure
      • Persona Insight - Configuration Guide
      • Persona Insight - Troubleshooting - Multiple devices on multiple engines
      • Persona Insight - Reference Guide
      • Persona Insight - Example Pack
      • Persona Insight - Device Sizing
        • Persona Insight - Device Sizing Overview
        • Persona Insight - Device Sizing Configuration
      • Persona Insight - Application Sizing
        • Persona Insight - Application Sizing Overview
        • Persona Insight - Application Sizing Configuration
      • Legacy Persona documentation
        • Persona Insight - Library Pack (V.1.0.0.0)
        • Persona Insight - Base Pack
        • Persona Insight - Base Pack Advanced
        • Persona Insight - Customization Guide (V1.0.0.0)
        • Persona Insight - Configuration Guide (V1.0.0.0)
        • Persona Insight - Reference Guide (V1.0.0.0)
    • GSuite
      • GSuite: Health
      • GSuite: Services
      • GSuite: Sentiment
      • GSuite: Advanced Health
    • Support
      • Support: Level 1
    • Shadow IT
      • Shadow IT
    • Malware Protection
      • Malware Protection
    • Office 365 Health
      • Office 365 Health: Overview
      • Office 365 Health: Services
    • Office 365 OneDrive
      • OneDrive Summary
      • OneDrive Operations
      • OneDrive Advanced Health
      • OneDrive Migration
      • OneDrive Sentiment
      • OneDrive Management
      • OneDrive Advanced Operations
    • Office 365 Teams
      • Teams Overall Configuration
      • Teams - Migration
      • Teams - Health
      • Teams - Advanced Health
      • Teams - Adoption
    • Microsoft 365 Apps
      • Microsoft 365 Apps - Operate
    • Employee Self Service
      • Overview
      • Configuration
      • Usage
    • Onboarding Experience Management
      • OEM - Overview
      • OEM - Configuration
    • Office 365 Outlook
      • Outlook Troubleshooting
    • Virtualization
      • Virtualization: Operate
      • Virtualization: AVD - Advanced
      • Virtualization: Citrix Advanced
      • Virtualization: Project
      • Virtualization: Troubleshooting
        • Virtualization: Troubleshooting: Configuration
    • Windows
      • Win10: Configuration
      • Win10: Migration
      • Win10: Feature Update
      • Win10: Quality Update
      • Windows Defender Management
      • Administrators Management
    • Windows 11
      • Windows 11 - Readiness
      • Windows 11 - Migration Pilot
      • Windows 11 - Migration
      • Windows 11 - Operate
    • Webex
      • Webex Operate
    • Zoom
      • Zoom Operate
    • Remote Actions
      • Get Performance Monitor Data
      • Skype For Business
      • Restart Device
      • Upload Logs to S3 using PreSigned URLs
    • Software Asset Optimization
    • Collaboration Optimization
      • Collaboration Optimization - Solution Overview
      • Collaboration Optimization - Configuration
      • Collaboration Optimization - Usage / Troubleshooting
    • Systems Management
      • Manage Configuration Drift
      • MS ConfigMgr - Client Health
        • MS ConfigMgr - Client Health - Summary
        • MS ConfigMgr - Client Health - Configuration Guide
      • Intune
        • Intune - Health
          • Intune - Health - Summary
          • Intune - Health - Configuration Guide
    • Return to the office
      • Return to the office - Planning
      • Return to the office - Readiness
    • Green IT
      • Green IT - Overview
      • Green IT - Configuration Guide
    • Hybrid Working
      • Hybrid Working Experience
      • Hybrid Working Experience - Installation and upgrade procedure
  • Integrations
    • Nexthink ServiceNow Service Graph Connector
      • Overview
        • Roles and Permissions
        • Modules
      • Installation and Configuration Guide
        • Pre-requisites
          • Configure Identification Rules
          • Import and setup the CMDB categories in Finder
        • Setup
          • Configure the connection
          • Configure import properties
          • Configure additional engines
          • Set up scheduled import jobs
      • Data transformation and mapping by default
      • How to customize the behaviour of the Connector
      • FAQ
        • Why ServiceNow Service Graph Connector?
        • What about Nexthink CMDB Connector?
        • Why is the name the primary key for the devices?
      • Troubleshooting
        • IRE identification issues
          • [No Choice found in the sys_choice table for the target table](integrations/nexthink-servicenow-service-graph-connector/troubleshooting/ire-identification-issues/ no-choice-found-in-the-sys_choice-table-for-the-target-table.md)
          • Identification rules not created
          • Discovery_source choice not created
        • Timeout Errors
          • ECCResponseTimeoutException
          • HTTP 0 error
        • MID server issues
          • java.lang.NullPointerException
          • MID Server memory issues
          • Not trusted certificates in Quebec release
        • Configure credentials issues
          • [Not allowing update of property authentication_choice](integrations/nexthink-servicenow-service-graph-connector/troubleshooting/configure-credentials-issues/ not-allowing-update-of-property-authentication_choice.md)
          • Invalid username/password combo (HTTP 401/403)
        • Configure Engines Issues
          • [The client secret supplied for a confidential client is invalid](integrations/nexthink-servicenow-service-graph-connector/troubleshooting/configure-engines-issues/ the-client-secret-supplied-for-a-confidential-client-is-invalid.md)
        • No Cis imported and no errors found in the log
    • Nexthink ServiceNow Incident Management Connector (IMC)
      • Installation and configuration guide (IMC)
      • Troubleshooting Guide (IMC)
      • Domain separation installation (IMC)
    • Nexthink ServiceNow CMDB Connectors
      • Installation and Configuration Guide
      • Troubleshooting Guide
      • Field transformation and normalisation examples
    • Nexthink Event Connector
      • High level overview
      • Installation and Configuration Guide
      • Troubleshooting guide
      • RPM installation
      • Splunk specific documentation
        • Upgrading from Splunk Connector to Event Connector
        • Splunk add-on installation and usage
    • Nexthink Chatbot SDK
      • Introduction and concepts
      • Installation, configuration and update guide
        • Installation and configuration
        • Update to newer version
        • Uninstallation
        • Authentication
        • Topics configuration
        • Remote action configuration
        • Advanced configuration
        • Additional resources and references
      • Dimensioning guide
      • Troubleshooting
      • Technical solution description
      • Downloads and release notes
  • Glossary and references
    • Search and information display
      • Search in Finder
      • Keyboard shortcuts for column display selection
      • Campaign display compatibility
      • Real-time and consolidated service data
      • Service errors and warnings
      • Errors and warnings for devices and executions
      • Types of widgets
      • Widget compute state in charts
      • Errors in the execution of remote actions
      • Top results of Cross-Engine investigations
      • Engine data history
    • Tooltips in the user and device views
      • Alerts tooltips
      • Warnings tooltips
      • Errors tooltips
      • Activity tooltips
      • Services tooltips
    • Database information and organization
      • Maximum supported values
      • Local and shared content
      • Device Identification
      • Local IP address of devices
      • Timestamping of events
      • Boot and logon duration
      • Application startup duration
      • Application not responding events
      • Memory and CPU usage
      • Status of TCP connections
      • Status of UDP connections
      • Network and port scan conditions
      • Binary paths
      • Maximum number of Binaries
      • Package Executable Mapping
      • Metro apps
      • Investigation with packages
      • Portal aggregation and grouping
      • Focus time metric
    • Security
      • Access rights and permissions
      • Active Directory authentication
      • Canonical domain names for Windows authentication
      • System alerts
      • Audit trail
      • Appliance hardening
      • STIG hardening
      • FIPS 140-2 compliance
      • Security bulletins
        • Is Nexthink affected by Okta breach
        • Is Nexthink affected by SolarWinds breach
        • Nexthink and Log4j - Security bulletin
        • CVE-2022-22965 - Security Vulnerability Spring4shell - Spring Framework
        • Version 6.22.2.10: Security Vulnerability Maintenance Release
        • The Collector V6.27.X Release – Security Bulletin
    • References
      • Components of the Collector
      • Server support
      • Compatibility mode
    • Glossary
      • Activity
      • Alert
      • Application
      • Binary
      • Campaign
      • Category
      • Connection
      • Dashboard
      • Destination
      • Device
      • Domain
      • Entity
      • Event
      • Executable
      • Execution
      • Focus time
      • Hierarchy
      • Installation
      • Investigation
      • Keyword
      • Metric
      • Module
      • Object
      • Package
      • Platform
      • Port
      • Printer
      • Score
      • Service
      • Session
      • System boot
      • User
      • User logon
      • Web request
      • Widget
  • API and integrations
    • Integrating with Nexthink
      • Event Connector
      • Getting data through the NXQL API
      • Bidirectional integration with the Finder
      • Count metrics API
      • Software metering API
      • Services API
      • List Engines API
      • GetSID API
      • Triggering campaigns via their API
      • Triggering remote actions via their API
      • Audit trail API
      • Integrating investigation-based alerts
      • Downloads
    • NXQL API
      • Introducing the NXQL API
      • NXQL Tutorial
      • NXQL language definition
      • NXQL Data Model
    • Integrations
      • Excel integration with NXQL
      • Power BI
      • Azure Data Lake Storage Gen2
      • Splunk Event Connector
    • ServiceNow
      • CMDB Connector
      • Incident Management Connector
      • Event Management

© Nexthink

  • Privacy policy
  • Responsible Disclosure Policy
On this page

Was this helpful?

Last updated 9 months ago

Was this helpful?

Introduction

This document provides comprehensive information on Troubleshooting for the Nexthink Event Connector. This document provides a detailed description of procedures that can help in analyzing problems, as well as guidance to debug and solve them.

The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us via .

This document is intended for readers with a detailed understanding of Nexthinktechnology and Splunktechnology, as well as some understanding of concepts such as REST messages, HTTP errors, and some basic security terms.

This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited.

Nexthink Event Connector – Troubleshooting Guide

Version: 1.5.0

Last Revision: 16/10/2023

Overview

The log file where the following error conditions may be detected is located in the machine hosting the Nexthink Event Connector service, by default at /var/log/nxeventconnector/nxeventconnector.log. This default configuration can be conveniently modified, see the section of the Installation and configuration guide document.

Dependencies

No Internet connection

If the machine where the Nexthink Event Connector is installed does not have an Internet connection, be aware that the following python dependencies must be satisfied:

python-setuptools

pytz==2021.1

requests==2.25.1

azure-core==1.12.0

azure-identity==1.5.0

azure-storage-blob==12.8.0

azure-storage-file-datalake==12.3.0

requests_oauthlib==1.3.0

cachetools==4.2.4

It is necessary to manually install RPMS with such packages in the machine where the Nexthink Event Connector will be set up.

Default configuration files not modified

The following errors may occur if the default configuration files have not been modified.

No connection adapters were found

The service has started but never reaches the Engine and the log file displays something like:

In this case, please edit the ENGINES section in the /etc/nxeventconnector/config.conf file to ensure that the endpoint for each Engine has the correct values. It is necessary to also edit the URI parameter of the specific integration section (either SPLUNK_HEC or SERVICENOW) to ensure it has the expected value.

Query is not a String

The service has started, but it never reaches the Engine and the log file displays an error similar to the one below:

ERROR orchestrator [-] Query is not a string

To fix this issue, please check in /etc/nxeventconnector/events.conf to verify that all the queries are filled and correct.

Connection errors

The following are some of the connection related errors that can occur.

HTTP 401: Token is required (Splunk)

The error message shows that the nxeventconnector service has started, but the data never reaches the configured Splunk instance and the log file displays an error code similar to the following:

ERROR orchestrator [-] HTTP 401: Token is required for http://yoursplunkinstance/services/collector

In this case, check in the /etc/nxeventconnector/config.conf file in the SPLUNK_HEC section to be sure that the token is correct.

HTTP 401: Credentials are required (ServiceNow)

The error shows that the nxeventconnector service has started, but the data never reaches the configured ServiceNow instance and the log file displays an error code similar to the following:

ERROR orchestrator [-] HTTP 401: credentials are required, invalid authorization

In this case, please check the SERVICENOW section in the /etc/nxeventconnector/config.conf file to ensure that the login and password are correct.

Azure Data Lake Retrieve Access token error (Azure Data Lake Storage Gen2)

The error shows that the nxeventconnector service has started, but it is unable to authenticate against Azure, the log file displays an error code similar to the following:

msal_client [-] Unable to retrieve access token, error 'unauthorized_client'

In this case, check the AZURE DATALAKE_STORAGE_GEN2 section in the /etc/nxeventconnector/config.conf file to ensure that the tenant_id, filesystem, client_id and client_secret are correct and have the correct permissions to write in the selected filesystem.

Status code 400

The service has started, but it never reaches the configured Engine and the log file displays an error similar to the following:

ERROR orchestrator [-] Status code 401 for https://...

This could be solved by updating the ENGINES section in the /etc/nxeventconnector/config.conf file to ensure that the user and password are correct for each engine.

Event connection returned exception sending

The service has started and reaches the Engine, but the data is never retrieved into the target instance. For this issue, DEBUG mode should be set. The log file may display an error message similar to the following:

DEBUG orchestrator [-] Event connection returned exception sending

Again, please check in the SPLUNK_HEC, SERVICENOW or AZURE_DATALAKE_STORAGE_GEN2 section of the /etc/nxeventconnector/config.conf file to be sure that the endpoint for the target instance has the correct values.

Error retrieving data: HTTPSConnectionPool

The service has started, but it never reaches the Engine and the log file displays an error message similar to the following:

ERROR orchestrator [-] Error retrieving data: HTTPSConnectionPool

Please check in the ENGINES section of the /etc/nxeventconnector/config.conf file to be sure that the endpoint for each Engine has the correct values.

HTTPSConnectionPool

The service has started, but it never reaches the Engine and the log file displays an error message similar to the following::

ERROR orchestrator [-] HTTPSConnectionPool(host='...', port=...): Max retries exceeded with url: /2/query?platform=windows.....

Please check in the ENGINES section of the /etc/nxeventconnector/config.conf file to be sure that the endpoint for each Engine has the correct values.

SSL: Certificate verify failed

There are some conditions under which this error might arise:

  • The devices with the verify_cert_* set to true are using the Python version included in the package python-2.7.5-58.el7 .

  • The certificates used for the devices with the verify_cert_* set to true are invalid.

In such a case, a message similar to the following may be found in the log:

ERROR orchestrator [-] Error retrieving data: [SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed (_ssl.c:590) for https://x.x.x.x:1671/2/query?platform=windows&platform=mac_os&format=json&query=(se lect%20((device%20(name))......

The best fix is to set the verify_cert_* parameters to false and restart the service.

Service not restarting

Service not starting and no error messages in the log file

In this case, the service start command is executed, but immediately the service stops in failed status. A log file exists, but no relevant errors appear inside.

Please check the user and group of the log file /var/log/nxeventconnector/nxeventconnector.log. If the user or group are different from the nxeventconnector value, please change it to the following:

sudo chown nxeventconnector:nxeventconnector /var/log/nxeventconnector/nxeventconnector.log

Restart the service. Now it should be up and running.

This issue may occur when the tools provided to check engine status, check query validation or check timezones, are executed after the first installation and just before the first service starts. These tools use the same log file as the service, but with a different user. So, if the log file did not exist when some of the tools were executed, these tools will create a log file (because the installation does not create it) with a different user/group than the nxeventconnector value.

Support

verify_cert_engine or verify_cert_target parameters are set to true, see the section of the Installation and configuration guide document.

Nexthink provides support for the application in accordance with the terms and conditions of the Support and Maintenance Agreement applicable in between the customer and Nexthink. If you have any questions, please contact us via the .

  1. Integrations
  2. Nexthink Event Connector

Troubleshooting guide

Code
ERROR orchestrator [-] No connection adapters were found for
'<protocol>://<your_splunk_instance>:<port>/services/collector' for
<protocol>://<your_splunk_instance>:<port>/services/collector
  • Introduction
  • Nexthink Event Connector – Troubleshooting Guide
  • Version: 1.5.0
  • Overview
  • Dependencies
  • No Internet connection
  • Default configuration files not modified
  • Connection errors
  • Service not restarting
  • Support
Nexthink support portal
Nexthink support portal
Initial configuration
Initial configuration