KB1325: KMs Report "Collection Hub is not started. Cannot send the query" | Knowledge Base

Problem

Hardware Sentry KM, Monitoring Studio X, Storage Analyzer KM and other KMs developed by Sentry Software report Collection Hub is not started. Cannot send the query when their Java Engine, also known as Matsya or Collection Hub, fails to start.

This issue usually occurs when the Java Runtime Environment (JRE) or Java Development Kit (JDK) version is missing or incompatible or when the PATROL agent’s default account lacks the necessary Read/Write/Execute permissions.

This knowledge article explains how to install the correct version of the JRE or JDK and ensure that the PATROL agent’s default account has the required privileges.

Solution

To solve this issue:

First, make sure that version 1.8 or higher of the JRE or JDK is installed. If you are using a version different from the one provided by Sentry Software, refer to the article How to force KMs to use a custom version of JRE/JDK.
Next, verify the value set for the collectionHubHeapSizeMax variable. If its value exceeds 1.4 GB, a 64-bit version of JRE/JDK is required. You may have customized the value of collectionHubHeapSizeMax to address performance and collection issues as described in Storage KMs Run Out-Of-Memory and Stop Collecting Data. Note that the Storage Analyzer KM requires a 64-bit version of JRE/JDK since the default value set for collectionHubHeapSizeMax value is set to 2048 MB.
Finally, examine the PATROL Agent’s PATROL_HOME/log/.errs files for any logged permission issues. If permission issues are found, grant the PATROL agent’s /AgentSetup/defaultAccount Read/Write/Execute rights in the PATROL_HOME directory.
Restart the PATROL Agent for your changes to take effect.

KMs Report "Collection Hub is not started. Cannot send the query"

Problem

Solution

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