The alarm will clear automatically if the error is due to the service being down or network problems and the error condition goes away.

Check the Windows Server address and account authentication details have been entered correctly

Use the Spotlight Cloud Diagnostic Server App. The Spotlight Cloud Diagnostic Server App is installed locally.

  1. Double click the Spotlight Cloud Diagnostic Server App desktop icon.

    Spotlight Cloud Diagnostic Server App

  2. Sign in using your Quest Account.

  3. From the Configure menu select Connections.

  4. Double click on the connection to check connection details.

Windows Server address

Check the address is a valid IP address, hostname, or URL of the Windows Server.

If the Windows Server is in a different domain to the Spotlight Cloud Diagnostic Server host then verify the address is fully qualified (for example, machine1.domain.company.corp). The connection may work intermittently if the address is not fully qualified.

Windows account authentication

When Use Diagnostic Server credentials is selected then the Windows Server account running the Spotlight Cloud Diagnostic Server (as a Windows service) is used to connect to the Windows Server.

  • If the Windows Server is remote from the Spotlight Cloud Diagnostic Server then ensure the Windows user running the Spotlight Cloud Diagnostic Server can access the Windows Server. (By default the Spotlight Cloud Diagnostic Server runs under the “Local System” account, which will not have privileges on a remote Windows Server).
  • If the Windows Server is in a different domain from the Spotlight Cloud Diagnostic Server then ensure the domain the Windows Server is in trusts the domain of the user running the Spotlight Cloud Diagnostic Server.
  • You are required to select this option if the Windows Server is the Spotlight Cloud Diagnostic Server host.

If you select to fill in the User and Password fields, include the Windows domain in the user name. For example, “domain\johnsmith”, instead of “johnsmith”. Verify the user has the privileges required to retrieve server information, query the registry, and access WMI and performance monitor objects. A user account with administrative rights to the Windows server allows this.

Windows Server availability

Verify the Windows Server is available and accessible over the network.

Verify the Windows Server is in a domain. Spotlight Cloud cannot connect to Windows servers in a workgroup.

Windows Server Connection Requirements

Verify the Windows Server fulfills the requirements of Spotlight Cloud.

WMI Operability

The Spotlight Cloud Diagnostic Server uses WMI queries to retrieve performance counter information from the Windows Server. Verify WMI is working and returns data properly. See Troubleshooting WMI.

TCP Port 135

Verify TCP Port 135 is open on the Windows server.