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  • Refresh the Performance Counters
    1. On the Windows system, run the following commands on the command line to refresh the performance counters.

      Code Block
      languagetext
      winmgmt /resyncperf
      wmiadap /f
    2. In the Uptime Infrastructure Monitor UI, browse to the Windows element, select the small Services tab, and click Manage Services. Select the Platform Performance Gatherer from the list and then click the Test Service Monitor button.
    3. If the status is OK and the message contains the version of the Uptime Infrastructure Monitor Agent, the counters are being returned as expected and you can stop here; otherwise, please proceed to step 2.

  • Rebuild the Counters
    1. Run the `lodctr /S` command as the local administrator to save the current performance registry settings and counters.

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      cd "%PROGRAMFILES(X86)%uptime softwareup.time agent"
      lodctr /S:saved.txt
    2. Run `lodctr /r` command to rebuild the counters on the target host. It is recommended, if possible, to back up the Windows element before performing this task as a precautionary measure.
      • Stop the Windows Management Instrumentation service.
      • Open a command prompt as local administrator and run the command `lodctr /r`.
      • Start the Windows Management Instrumentation service.
    3. In the Uptime Infrastructure Monitor UI, browse to the Windows element, select the small Services tab, and click Manage Services. Select the Platform Performance Gatherer from the list and then click the Test Service Monitor button.
    4. If the status is OK and the message contains the version of the Uptime Infrastructure Monitor Agent, the counters are being returned as expected and you can stop here; otherwise, please proceed to step 3.

  • Submit material to Support
    If, after rebuilding the counters, the issue persists, please perform the following steps and send the files into uptime Support at [email protected]Support at [email protected].com for further investigation.
    1. Run the `lodctr /S` command as local administrator again, so Support can compare the before and after files.

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      languagetext
      cd "%PROGRAMFILES(X86)%uptime softwareup.time agent"
      lodctr /S:savedafter.txt
    2. Email to [email protected]to [email protected].com both lodctr output files (saved.txt and savedafter.txt), as well as the output from Poll Agent or Poll WMI.
      • Browse to the Windows element in the Uptime Infrastructure Monitor UI.
      • Select the Info tab and click Poll Agent or Poll WMI in the list on the left.
      • Copy the Poll Agent/WMI output into a text file and send in to uptime Support along with the lodctr output files.

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