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How to Resolve issues with the Hyper-V Service Module failing to collect data

This article provides troubleshooting information for cases where the Hyper-V Service Module does not collect backup status data however, it does not discuss troubleshooting event collection and alerting related to the Policy Modules for the Hyper-V Service Module. The content of this article works on the assumption that the Hyper-V module has been installed and configured according to the Hyper-V Integration Guide

The Hyper-V Service Module uses PowerShell Scripting to collect information from Hyper-V. In order for the Service Module to function, the Onsite Manager must have PowerShell 2.0 or later installed, and the PowerShell Execution cannot be restricted. The Service Module scripts leverage remote WMI commands to query information from the Hyper-V Servers.

Before proceeding with the steps below, ensure that the following services are enabled and running on the Hyper-V hosts before the Hyper-V Service Modules can collect data:

  • Hyper-V Image Management Service
  • Hyper-V Networking Management Service
  • Hyper-V Virtual Machine Management 

Step 1- Verify the Plugin is working on the Onsite Manager

  1. Log into the Onsite Manager
  2. Open the following log file in Notepad:

    C:\Program Files (x86)\Level Platforms\Onsite Manager\Logs\com.avg.microsoft.hyperv.txt 

    If the log file does not exist, please ensure that you have configured the Service Module as per the Hyper-V Integration Guide
  3. Scroll to the end of the log and verify that the last line is as follows:

    a. 2014/02/16 23:32:23 [7] INFO LPI.Sdk.SC.PluginDomain - Log4Net initialized for Hyper-V plugin. 
     
  4. The log entry indicated that the plugin has been passed down to the Onsite Manager and that it is being loaded properly
  5. If this log file does not exist, please verify the Hyper-V Service Module configuration as per the Hyper-V Integration Guide. After doing so, if the issue persists, please contact support.

Step 2- Verify the PowerShell Execution Policy

  1. Log into the Onsite Manager
  2. Open the Microsoft Windows PowerShell
  3. Type the following command:
    Get-ExecutionPolicy
  4. Press Enter 
    If the Execution Policy is not 'Unrestricted', proceed to step 5
  5. Type the following command and press Enter
    Set-ExecutionPolicy Unrestricted
  6. Press Y to accept the changes and press Enter

Step 3- Verify that the PowerShell WMI queries from the Onsite Manager to Hyper-V Servers are functional

  1. Log into the Onsite Manager using the MWService account
  2. Open PowerShell and run the following command:

    Get-WmiObject -ComputerName MYHYPERVSERVER -Namespace root\virtualization -Class Msvm_ComputerSystem

    NOTE: If the Hyper-V server is on a different Domain or workgroup than Onsite Manager you may need to add the additional -Credential (Get-Credential) parameter as per the example below. You may also need to verify the credentials configured for the site in Credentials tab under Site Management.

    clipboard_e1bf445b0c5a73e2c6e44f829cbccccd8.png

    You should receive an output like the following:
    clipboard_effa20bf5df01532543cb82a2653b9afe.png
     

  3. Repeat Step 2 for the following classes in the root\virtualization namespace to ensure that all required WMI classes are functional
    Msvm_ComputerSystem
    MsVM_VirtualSystemSettingData
    Msvm_VirtualSystemManagementService
    MsVM_VirtualSystemGlobalSettingData
    Msvm_ImageManagementService
    Msvm_VirtualSwitchManagementService
    Msvm_MemorySettingData
    Msvm_KvpExchangeComponent
    Msvm_HeartbeatComponentSettingData
    Msvm_KvpExchangeComponentSettingData
    Msvm_ShutdownComponentSettingData
    Msvm_TimeSyncComponentSettingData
    Msvm_VssComponentSettingData
    Msvm_VirtualSwitch
    Msvm_SwitchLANEndpoint
    Msvm_InternalEthernetPort
    Msvm_ExternalEthernetPort
    MsVM_ResourceAllocationSettingData
    Msvm_EmulatedEthernetPortSettingData
    Msvm_SyntheticEthernetPortSettingData
     
  4. If you receive any errors, verify that WMI is properly enabled on the host. You can do this via the group policy or by running the Workgroup preparation utility. Verify that the correct credentials are configured for the host in the Credentials tab in Site Management. If you continue to experience issues with any of the above WMI classes, refer to Microsoft's Support Articles for information on troubleshooting WMI.
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