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: +1 800 523 7514 within the US or +1 858 496 3627 outside the US.
• Monday through Friday, 8:00 a.m. to 4:00 p.m. Central European Time -
  Phone: +46 31 337 65 00.
• Monday through Friday, 7:30 a.m. to 4:30 p.m. India Standard Time -
  Phone: +60 16 699 9506.