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Knowledge Base

Troubleshooting an UnHealthy Skyline Collector (75268)

Last Updated: 10/23/2023Categories: TroubleshootingTotal Views: 99050Language:
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Symptoms

Within Skyline Advisor, while viewing Collector Health details, you see a Collector in one of the following states:

Partially Healthy

Failed to Collect Data

No Products Configured

Inactive

Furthermore, while viewing Collector Health details, you see a Configured Product in one of the following states:

Communication Issues

Insufficient Privileges

Purpose

The purpose of this article is to provide steps to take to return a Skyline Collector and/or Configured Product to a Healthy and Configured state.

Impact / Risks

A Skyline Collector in a state other than Healthy could impact the ability for VMware to deliver proactive findings and recommendations, or impact your ability to upload a support log bundle to VMware, using Skyline Log Assist. The Skyline Collector state appears next to the Friendly Name, and version of the Skyline Collector.

A configured product in a state other than Configured could impact the ability to deliver proactive findings and recommendations, or impact your ability to upload a support log bundle to VMware, using Skyline Log Assist. Products include vCenter Server, NSX-V, Horizon and vRealize Operations.

IMPORTANT

The Collector state, and configured product state are independent of each other. A Collector may be in a Healthy state, but one of the configured products may be in a Communication Issue, or Insufficient Privilege state. We have separated the state of each to provide steps that need to be taken to return the Collector to a Healthy state, or a configured product to a Configured state.

Resolution

Follow the resolution below to return the Skyline Collector to a Healthy state. Please note it takes some time for the status the be updated in Skyline Advisor. If you are unable to return the Skyline Collector to a Healthy state after following the resolution provided, please contact the Skyline Community for help.  If you are a Premier Support customer, contact your Support Account Manager for assistance with Skyline.

Skyline Collector Troubleshooting

Collector State

Resolution

Healthy

The Skyline Collector is operating in a healthy state, no action needed.

Partially Healthy

The Skyline Collector is not collecting data from at least one configured product. Ensure the Skyline Collector can communicate with each configured product over the network. Additionally, ensure each configured product is using an account that is not disabled.

Please go to https://kb.vmware.com/s/article/82326

Failed to Collect Data

The Skyline Collector is not receiving data from. Ensure the Skyline Collector can communicate with all configured products over the network.

Please go to https://kb.vmware.com/s/article/82329

No Products Configured

You have successfully deployed and registered the Skyline Collector with VMware. However, you have not added any products to the Skyline Collector.
Documentation for how to add products to the Skyline Collector is available here.

Please go to https://kb.vmware.com/s/article/82328

Inactive

The Skyline Collector health cannot be determined. Ensure the Skyline Collector is powered-on and able to communicate with VMware.

Please go to https://kb.vmware.com/s/article/82327

Follow the resolution below to return the product to a Configured state. If you are unable to return the product to a Configured state after following the resolution provided, please contact the Skyline Community for help. If you are a Premier Support customer, contact your Support Account Manager for assistance with Skyline.

Configured Product Troubleshooting

Configured Product State

Resolution

Configured

The product is configured correctly, no action needed.

Communication Issue

There is an issue with the account used to add the product to the Skyline Collector. The account password may be expired, or the account is disabled. Edit the product in the Skyline Collector user interface to update the account.

OR

The product certificate has been updated. In this instance, the Skyline Collector needs to accept the new certificate. Edit the product in the Skyline Collector user interface, including re-entering the account name and password to accept the new product certificate.

Insufficient Privileges

The account used to add the product to the Skyline Collector does not have sufficient privileges to either collect product usage data for analysis, or upload a support log bundle using Skyline Log Assist. See KB Article 59661 for the permissions required to collect product usage data, and transfer a support log bundle.

Related Information

If any of the above resolutions do not resolve your issue, please post your issue to the Skyline Community. The Skyline Community is moderated by VMware Technical Support Engineers and will assist you with troubleshooting your Skyline Collector.

If you have a Premier Support entitlement, contact your Support Account Manager for assistance with Skyline.

Detectable by VMware SkylineTM

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