Support Basics: Troubleshooting the Snow Inventory Server (SIS) API and Oracle Management Option

Title

This guide is intended to help with troubleshooting common errors encountered when using the Snow Inventory Server API and Oracle Management Option.
Check for any errors within the log file: usually located at C:\ProgramData\Snow Software \Snow Inventory\Server.
- NOTE: To change the logging level please refer to the Snow Inventory Server Product Guide - Configure Logging section which can be found here.
Once you have located and noted the errors please refer to the table below which lists some frequently seen causes:


Error Seen	Cause	Resolution or Workaround
“Waiting for data update job to finish” with (optional): ”Violation of PRIMARY KEY constraint 'PK_tblComputerCoreFactor'“ and/or (optional): ”The timeout period elapsed prior to obtaining a connection from the pool”	The Data Update Job (DUJ) working time overlaps with virtualisation and/or Omo services working time.	Workaround: Set DUJ to start earlier (or services to start later.) Resolution: Upgrade to Snow License Manager v9.9.1
“The SSL connection could not be established” or “[WRN] (SnowSoftware.OracleManagementOption.Middleware.Handlers. CheckDynamicInventoryApisAccessibilityHandler) TenantId=, source not accessible: https”		Workaround: Use http instead of https to access Inventory API. Resolution: Planned to be supported on SLM 9.15.0
“Failed to connect to NATS-server. Retrying in 5 seconds”		Workaround: Restart affected service. If problem still persists after service is restarted, restart NATS service and all other affected services. Resolution: This will be addressed in a future release.
“[WRN] (SnowSoftware.OracleManagementOption.Middleware.Handlers. ProcessDynamicInventoryHandler) GetClients throw (Not Found) exception”	No data present in Inventory.	Workaround: Check if snowpack files are successfully processed. Check that data in Inventory is not older than last processed data in SLM.

If the error you are seeing in the log file is not listed above please the Support team for further assistance.

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Snow Inventory Server

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On-premises;Service Provider Edition (SPE)

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Troubleshooting-the-Snow-Inventory-Server-SIS-API

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