SentryOne Troubleshooting

Log files

By default, a certain level of logging takes place for the SentryOne client and monitoring service(s). You may increase or disable the logging level from the Help menu. Go to Help Logging then select Client or Monitoring Service

Logging options from the Help menu

Each component has the following options:

  • Default
  • Disabled
  • Errors
    • Logs errors coming from the client or monitoring service
  • Verbose
    • Logs most activity from the client or monitoring service

Client

The location may vary between versions of SentryOne. Check the following locations for console-log-file.txt:

SentryOne Unified Setup

C:\Users\<username>\AppData\Local\SentryOne

or

C:\Program Files\SentryOne\<currentversion>

Enhanced Platform Installer

C:\Users\<username>\Documents\sentryone\client\<computername>\<sentryonedatabase>\bin\

Note:  The EPI version also has a client bootstrapper with its own logging:

C:\Users\<username>\AppData\Local\sentryone\clientbootstrapper-log.txt

Monitoring Service

The location may vary between versions of SentryOne. You may have multiple log files for the monitoring service. Check the following locations for rolling-log.txt:

SentryOne Unified Setup

C:\Program Files\SentryOne\<currentversion>

Enhanced Platform Installer

C:\ProgramData\SentryOne\monitoringservice\bin\

Note:  The EPI version also has a monitoring service bootstrapper with its own logging:

C:\ProgramData\SentryOne\servicebootstrapper\logs\

Installation and Upgrade Failure

Log files that are generated during the SentryOne Setup process can assist in troubleshooting a failure. Select View Log from the SentryOne Setup wizard if there's a failure.

You can also look for these files in the following locations:

C:\Users\<username>\AppData\Local\temp

and

C:\Users\<username>\AppData\Local\temp\sqlsentry

There are immediate logs related to the setup process that following a naming convention of year-month-dayThour-minute-second-immediate (shown below as 2020-07-30T13-50-00-immediate and 2020-07-30T13-49-05-immediate). Search these files for errors and exceptions. There's also a more verbose log with a naming convention of SentryOne_Platform_DateTime_SentryOneSetup (shown below as SentryOne_Platform_20200730134712_000_SentryOneSetup).

Example of SentryOne Setup log files

Note:  Often a search for 1603 in the SentryOne_Platform_DateTime_SentryOneSetup file can point you to the error stack that caused a failure.

Miscellaneous

Not all databases are being monitored

By default, SentryOne is set to sync 100 user databases. If you have more than 100, you can change what is synced via the Settings pane to include more if needed by adjusting the Max User Databases to Synchronize and Max User Database Files to Synchronize (most active & largest first) values.

These Synchronization settings exist for both Amazon RDS for SQL Server and SQL Server. Ensure you set them at the correct level by target type. See the Settings Pane article for more guidance on these options.

Example of the Settings pane for Amazon RDS for SQL Server

Note:  Once you change the value, you should scan for configuration changes on the monitored target. Right click the target and select Scan For Configuration Changes from the context menu.

Scan for Configuration Changes

AlwaysOn tab is blank

If you have AlwaysOn configured, but the AlwaysOn tab is blank or displays a message such as No AlwaysOn resources are configured at this level or Charts Not Available, you may have orphaned registry keys.

  1. To diagnose this issue, run the following query against the primary node to confirm that the correct target has been added:
    SELECT SERVERPROPERTY('servername')
  2. Once that is confirmed, run the following query to check for orphaned registry keys:
    USE master
    SELECT * FROM sys.dm_hadr_instance_node_map
    GO
  3. If the query returns no results, then the Availability Group has orphaned records. Open regedit and navigate to HKEY_Local_Machine Cluster HadrAgNameToIdMap.
  4. Delete any orphaned keys.
  5. Complete this process on all servers that are part of the Availability Group. Note:  Some servers may not have orphaned keys in this scenario.

Note:  Clusterless Availability Groups are not supported at this time and will also cause the AlwaysOn tab to be blank.

tempdbObjects Query

If you are seeing aborted queries that have text data starting with something like the following, you may want to turn off performance data collection for TempDB object statistics:

WITH tempdbObjects AS ( SELECT ObjectType = CASE o.type_desc...

Note:  There is no additional overhead on the monitored target because of this query being logged.

To stop collecting data on TempDB object statistics for all targets in your monitored environment:

  1. Run this update against your SentryOne database:
    USE [SentryOne]
    UPDATE PerformanceAnalysisCounterCategory
    SET PerformanceAnalysisSampleIntervalID = 0
    WHERE ID = 115
  2. Restart the monitoring service(s)

To turn it back on:

  1. Run this update against your SentryOne database:
    USE [SentryOne]
    UPDATE PerformanceAnalysisCounterCategory
    SET PerformanceAnalysisSampleIntervalID = 2
    WHERE ID = 115
  2. Restart the monitoring service(s)

Note:  A setting will be added to the SentryOne client in a future release to control this collection.

SentryOne client crashes when starting the application

If the SentryOne client crashes when you are attempting to open the application, there may be an issue with your preferences file.

Delete the preferences file.

  1. Go to to C:\Users\<username>\AppData\Local\SentryOne
  2. Delete the repositories.pref file
  3. Restart the SentryOne client

SentryOne client doesn't complete loading

If the SentryOne client gets stuck on the splash screen when you are attempting to open the application, there may be an issue with your local user files.

  1. Go to C:\Users\<username>\AppData\Local\SentryOne.
    Note:  For the EPI version, you may need to go to C:\Users\<username>\Documents\sentryone.
  2. Delete the contents of the SentryOne folderExample of SentryOne folder contents
  3. Restart the SentryOne client