Check the Spotlight Cloud Diagnostic Server service status
- Open Services.msc and check the status of the Spotlight Cloud Diagnostic Server service.
- If the services is not running, restart the service and refresh the screen.
- If the restart fails, open Event Viewer and check for application errors.
User permissions
- In the Services console, check the owner of the Spotlight Cloud Diagnostic Server service.
- Open the Local Users and Groups console
- Verify the service owner is part of Administrators group
- Verify account has ‘Full Control’ permissions to the Spotlight Cloud Diagnostic Server installation folder and all its subfolders: C:\Program Files\Quest Software\Cloud Diagnostic Server
Check access to the Spotlight Cloud Diagnostic Server update URL
To test access, visit the site below. A Text file will be downloaded if access is successful. https://spotlight.blob.core.windows.net/public/cloud/SC-DSVersion.txt
Make the required URLs available
- Open Services.msc and locate Spotlight Cloud Diagnostic Server service. Verify the service owner account. Login to the server with the same account.
- Open Internet Options.
- Click the Connections tab, then LAN Settings.
If the proxy setting Bypass proxy server for local addresses is enabled:
- Click Advanced.
- Determine the local host name and add to end of the string below after a semicolon.
- Add the below modified string to the Exceptions list:
https://*.spotlightessentials.com;https://*.spotlightcloud.io;https://spotlight.blob.core.windows.net;https://id.quest.com/;https://login.microsoftonline.com;localhost;127.0.0.1If the proxy setting Bypass proxy server for local addresses is not enabled:
- Confirm with system admin if the server is behind a proxy. External links such as https://www.whatismyip.com/ can be used to test.
- If the server is behind proxy, then return to Internet Options > Connections > LAN Settings and enable Bypass proxy server for local addresses. Apply the actions in step 4 to add the modified string to the Exceptions list
- If server is not behind a proxy, then click the Security tab in the Internet Options dialog and add the below URLs to trusted sites:
Make sure that you can connect to the URLs above without error.
Open Ports
- On the command line, run netstat -na
- View the listed ports. Ports 443, 3166, 8930 and 7985 should not be listed, or if they are listed they should be in Established or Listening status.
- Open Resource Monitor (Resmon.exe). Under the Listening Ports list on Network tab , verify that the required ports are not listed as restricted or used by other applications.
Disable FIPS
- Open Regedit.
- Go to the register node HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa\FIPSAlgorithmPolicy
- The Enabled setting should be set to 0.
Check for Service conflicts
Installing the Spotlight Cloud Diagnostic Server application on the same host as Spotlight on SQL Server Enterprise is not supported.
- Open Services.msc.
- Make sure that the Spotlight on SQL Server Enterprise service (Spotlight Diagnostic Server) is not a running service.
Check anti-virus programs
- Check for running anti-virus programs.
- Disable them temporarily, if possible.
Reinstall the Application (if possible):
This is suggested for newly installed applications only. Historical data will not be preserved without additional steps. Contact Quest Support for additional details.
- Use the Control Panel to remove the Spotlight Cloud Diagnostic Application.
- Remove C:\Program Files\Quest Software\Cloud Diagnostic Server.
- Reinstall the application.
Forward logs to Support:
- Run C:\Program Files\Quest Software\Cloud Diagnostic Server\Agent\bin\TestHttps.bat. Obtain the generated TestHttps.txt file from the \Agent\Log path.
- Zip the directory *C:\Program Files\Quest Software\Cloud Diagnostic Server\Agent\ *.
- Export Windows Event Viewer errors filtered by Event Source = ‘Spotlight Cloud Diagnostic Server’.
- Document the above failed steps.
- Contact the Support Team at support@spotlightcloud.io.