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Barracuda MSP Partner Toolkit

So your Onsite Manager is performing poorly

Over time an Onsite Manager can begin to use more and more resources or the device the Onsite Manager is handled on is slowing down. There are a possible number of reasons for that. In this article, you will learn how to diagnose some of these and possibly mitigate them or at least better arm Support staff to be able to assist you. Some of the common symptoms we see in Support that indicates poor Onsite Manager performance might include:

  • Device itself is slow
  • Site shows down in Managed Workplace
  • MWExpertSystem service has stopped
  • Site is not Processing Commands
  • Service Center Receive Errors for the site


The most common reason an Onsite Manager is running flat or slow is that it has been up and in service for a long time. Start by restarting MWExpertSystem service to see if there are any improvements. If not, schedule a restart of the Onsite Manager device.

Underpowered Onsite Manager

A common issue Support runs into about Onsite Manager performance is that the device you are using is underpowered. Please refer to the Setup Guide for the ideal specs for an Onsite Manager. If the Onsite Manager is a physical device, then you may want to migrate it to something a little more robust.

Also, bear in mind that an Onsite Manager is best utilized when it is the only SQL heavy item on the device. Support would also like to take this opportunity to caution against putting an Onsite Manager on a Domain Controller for security reasons.

Overscanning in Network Discovery

Another common issue with Onsite Mangers is when a site is configured to scan far more IP addresses than truly needed to manage a site. Be sure to keep your scan range down to what you need and not to overdo it as the scan takes priority for an Onsite Manager. To determine your scan range, do the following:

  • In your Service Center, select Site Management
  • Sites
  • Select your Site
  • Select Network Discover

It should also be noted that scanning and managing over a VPN, while possible, is both unsupported by Managed Workplace and can cause false-positive errors and issues. The support team simply does not encourage it. One Onsite Manager per physical location is recommended.

Incorrect SCMessaging URL

In some instances, the SCMessaging URL was not put incorrectly or there was a change to the Service Center that was not reflected properly on the OM. To verify this, do the following:

  • In your Service Center, select Configuration
  • System Settings
  • Select Communication Settings
  • Take note of the Public SCMessaging URL

Then log into the Onsite Manager and do the following:

  • Click on Start
  • Find the Level Platforms folder
  • Select Configure Onsite Manager
  • Run through the configuration and ensure the SCMessaging URL matches what is in your Service Center

If the Configure Onsite Manager executable is not found in the start menu, please refer to this KB on creating a shortcut to the file.

Devices scanning over WMI are using DCOM

Since an Onsite Manager communicates and manages through WMI, two conventions are used by Microsoft. The first, DCOM, is an older standard with some memory leak issues that will cause an Onsite Manager to bleed resources slowly. Even one device showing as DCOM enabled will cause problems. There are two methods to checking if DCOM is enabled or not in your site.

  • Check by hand by going to the device overview page, and under status, it will show WMI Enabled: Yes (DCOM)
  • On the Onsite Manager launch SQL Server Management Studio and run this query.

use MWData
select * from device where WSManEnabled=0 and WmiEnabled=1
and deviceguid not in
       select deviceguid from DiscoveryDevice where IsLocal=1

If devices are showing in the list, they are using DCOM. The DNS name can note these devices and if they are excluded or not (excluded devices may need to be reincluded for the following steps). To fix this, you will need to install/enable Microsoft Windows Management Framework. This can be done through the Automation Calendar in Managed Workplace.

  • Click Automation
  • Click Calendar
  • Click Run Now
  • Select Items from Library
  • Select Install Microsoft Windows Management Framework
  • Target the devices in the site
  • Click Run Now

Note: This does not prompt for a reboot, but will require one to take effect on each device.

Alternatively, you can also manually install WinRM by downloading it directly here.

Database Size

To check if your Database is maxing or near maxed out (10GB is the limit for SQL Express), do the following.

  • Open SQL Server Management Studio
  • Log into LPIMWOMEXPRESS instance
  • Expand the Databases
  • Right-click on MWData
  • Select Properties

If this is close to or exceeds 10GB, contact Support.

Patch Metadata Bloat

Over time and upgrades, metadata can become bloated. This last step is informational for you, but likely will help Support as you will want to call the team after this.

  • Open SQL Server Management Studio
  • Log into LPIMWOMEXPRESS instance
  • Expand the Databases
  • Right-click on MWData
  • Select Reports
  • Select Standard Reports
  • Select Disk Usage by Top Tables

Once you have this information, please contact Support.

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