If you’re using our Server Monitoring Agent, but it isn’t sending any data to our platform, you will see an error like this:

Here’s a few common things you should look for which may fix the issue:

  • (1) First of all, you should re-install the agent on your server, just to make sure that you’re running the latest version.
    Here’s the install instructions: Linux Server Monitor and PHP Server Monitor. Be sure to give it at least 2 minutes after installing the agent for our platform to start receiving data from it.
  • (3) Make sure your server can access the following hostname ‘sm.hetrixtools.net’. Perform the following test from your server’s command line: ‘curl -v https://sm.hetrixtools.net/test/’ this should return basic debug info and at the end the text ‘OK’. If anything else is returned, such as a CloudFlare error html code, then that is a problem.
  • (4) Next up, be sure to check and ensure that your cronjobs are working properly. You can easily check this by going to the HetrixTools Server Monitoring Agent folder on your server ‘/etc/hetrixtools/‘. There should be two log files named ‘hetrixtools_agent.log‘ and ‘hetrixtools_cron.log‘, which our agent writes data to every minute, so if your cronjobs are not working, then these files will have not been recently updated (check last modified timestamp).
    If your cronjobs are not working properly or if you cannot figure out whether or not they are working at all, you should ask your system admin for assistance.
  • (5) Check the agent log files ‘hetrixtools_agent.log‘ and ‘hetrixtools_cron.log‘ located in ‘/etc/hetrixtools/‘ for any errors. These log files may contain errors related to why the agent isn’t able to send any data to our platform. If you find any errors in these files, you can open a support ticket on our website and contact our support department to provide you with further assistance (be sure to paste the encountered errors in the ticket).
  • (6) Make sure that your server isn’t having network connectivity issues, specifically issues in sending out data.
  • (7) Another possible issue would be if your server is experiencing critically high load, so it cannot perform routine basic tasks, such as running the agent or sending out its data (i.e.: 100% cpu load).
  • (8) Be sure to check for any DNS issues. Your server must be able to resolve the hostname where it would send out the monitoring data to, so if for any reason your server fails these DNS queries (i.e.: DNS outage), then it won’t be able to send out data to our platform.

Most of these issues are beyond our control and out of our hands to fix, so you should discuss this with your server administrator in order to look into these issues for you.