How to resolve an issue where the Observer monitor service is unable to accept connection

Summary

This article describes how to resolve an issue where the Observer monitor service may be stuck in a start up state where the service is unable to accept connection.

Overview

Due to a bug in Microsoft AppCenter, the Observer Monitor may be stuck in a running state where it is not able to communicate with any device or program.

This state can be identified by:

• Not being able to connect to the monitor service from any device, even locally.
• The log will not be updated when the monitor service is restarted
• Running netstat -aon as an admin will not list the monitor service by PID or port.

Solution

Edit the 8th line in C:\Program Files (x86)\SKF\Observer 13.1\MonitorService.exe.config :

<add key="appCenterId" value="4a4a12e5-9e81-47fa-b820-9896371ae555" />

Remove the value 4a4a12e5-9e81-47fa-b820-9896371ae555 turning the line in to <add key="appCenterId" value="” />

Then restart the monitor service.

Contacting SKF Technical Support Group

For further assistance please open a support case using the Technical Support group's self-help portal at www.skf.com/cm/tsg.

Once your support case is submitted, a technician will contact you to begin working on your issue. For urgent issues we are available at these times by phone:

• Monday through Friday, 5:00 a.m. to 4 p.m. Pacific Time -
  Phone: [phone] within the US or [phone] outside the US.
• Monday through Friday, 8:00 a.m. to 4:00 p.m. Central European Time -
  Phone: [phone].
• Monday through Friday, 7:30 a.m. to 4:30 p.m. India Standard Time -
  Phone: [phone].