Veeam ONE Monitor performance data collection times out

KB ID: 1649
Product: Veeam ONE
Version: 6.x-8.x
Published:
Last Modified: 2017-11-06

Challenge

You are facing the following configuration issue:

User-added image

Veeam ONE Monitor performance graphs show the No Data Available message.

Cause

VeeamDCS.log file contains the following errors:

​Collecting thread has failed to initialize (The operation has timed out) and will be stopped
Collecting thread will exit due to serious error (The operation has timed out)
Reporting DB event: Failed to collect infrastructure topology for object vCenter. The operation has timed out (VeeamInfCollectionFailedEvent)
Unable to collect performance. This operation returned because the timeout period expired

There can be a number of reasons for a timeout.

Solution

To troubleshoot the issue, you can add hosts to Veeam ONE Monitor monitoring scope one by one. This will decrease the amount of data pulled from the vCenter Server and isolate the timeout issue to the vCenter performance:

  1. Remove the affected vCenter Server from Veeam ONE Monitor and then connect it again.
    Important: this will remove historical data from the Veeam ONE database. Please consider this step carefully, as the historical data may not be collected again.

  2. Once the infrastructure tree (child objects) is built, go to Options > Server Settings > Hosts tab and exclude from the monitoring scope all hosts but one (one host should be included into the monitoring scope for this vCenter Server). Save the settings. Check if Veeam ONE Monitor can successfully collect performance data from the monitored host.

  3. If the collection of past performance data has been successful for that host, go to Options Server Settings > Hosts tab and enable monitoring for the next host.

    You can enable monitoring for one or two hosts at a time (the next set of hosts is added to the monitoring scope after the collection for the previously added hosts has been completed).

Alternatively, you can modify the timeout value. In this case, Veeam ONE Monitor will wait for the performance data collection completion for an extended period of time.

To increase the timeout value through the registry:

  1. Log on to Veeam ONE server.
  2. Go to the registry editor.
  3. Create key named Service under HKEY_LOCAL MACHINE - SOFTWARE - Veeam - Veeam ONE Monitor
  4. Create the HistQueryTimeoutSec DWORD registry entry and set it to the decimal value of 3600.
  5. Create the RtQueryTimeoutSec  DWORD registry entry and set it to the decimal value of 900.
  6. Restart Veeam One Monitor Service.

More Information

Note that this solution is not applicable starting with vCenter 5.5 U3. To find out more, refer to this Veeam KB artice.

If you have any questions or problems, please contact Veeam Support at http://www.veeam.com/support
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