Troubleshooting

Most collection problems fall into two groups: the agent is not running, or the agent is running but one device is failing. Work out which before going further, because the two have entirely different fixes.

VSIClient will not stay running

If the scheduled task starts and then returns to Ready almost immediately, the agent is exiting early.

• Run the client manually in a command prompt as the service user and watch for errors on screen. This surfaces problems that the scheduler swallows.
• If no errors appear, close it and try starting the task again from Task Scheduler.
• If it still will not stay running, open the History tab for the task in Task Scheduler and look for error messages or failure codes.
• Check \vsi\vsi_collection_process.log for errors written during startup.

A single device is not collecting

When the agent is healthy but one device produces no data, the collector’s own log will say why.

1. Go to visual1intelligence.com/user/settings/uploads.
2. Find the upload entry for the device in question.
3. Download the corresponding ZIP file.
4. Open it and locate the file named collection.log.
5. Read the log for the failure.

Failures in that log almost always fall into three categories:

What the log shows	Usual cause	Where to look
Authentication errors	The credential is wrong, expired, or lacks the required role on the device	Confirm the stored password, then check the required role for that device type
Network or connection problems	The collection machine cannot reach the device on the required port	Confirm the port and that a firewall or ACL is not blocking it
Device-specific failures	A prerequisite is missing, or a required parameter was not supplied	Check the device’s entry for prerequisites such as a vendor CLI, SDK, or serial number

Confirming a credential

To check the password Visual One has stored for a device, run this as the service user, with the device ID from the collection devices page:

keyring get <DEVICE_ID> password

Reproducing a failure directly

Rather than waiting for the next scheduled run, reproduce the failure immediately with a manual collection. It runs independently of the scheduled agent and writes to a path you choose:

vsiclient --collector NETAPP_CLUSTER --ip netapp01.example.com --user svc-visualone --password EXAMPLE_PASSWORD --output_path C:\vsi\test

Remember that parameters differ by collector. A device needing a serial number, API token, or CLI path will fail without it even when the credential is correct.

A collection runs but takes a very long time

Some collections are simply long. VMware and vSAN collections through vCenter can take several hours in large environments, which is expected rather than a fault. Check the upload timestamp before treating a slow collection as a failure.

Related pages

VSIClient Administration for agent operations, and Supported Devices for the roles, ports, and prerequisites of each device type.