How to troubleshoot an Importer not working
Introduction
Monitor-Pro can be used to manage large volumes of environmental and sustainability monitoring data. To facilitate the import of this data to the system, it includes an auto-importer, whereby files of a known format and layout are simply placed in a folder for importation to the Monitor-Pro database. This document outlines steps to run through to troubleshoot the configuration of these importers, where this automation fails.
Troubleshooting Steps
Please follow the steps below to troubleshoot your auto-importers. Further details on each step can be found below.
Folder Paths
Folders in which to place files for import are usually created on a shared location, such as a network drive. The Importer is told where this location is and what format and layout of the file to expect. This can be configured within MP-Desktop by Manager and Administrator-level users.
The folder into which the file will be placed should be mapped using the full UNC path. This is because, although a folder may be mapped using a drive number on one particular PC, it is unlikely that this will be mapped in exactly the same way on all PCs and Servers.
The auto-importers are mapped from within the MP-Desktop Control Panel
Selecting the importer type will show a list of the importers of that type. Clicking on an individual importer will show its properties. On the first tab, the location of the import folder is shown, which must be the same as the UNC path of the folder location. If this is different, then the importer will not know where to look to pick up its files. Check for obvious issues and typos in the name of the folders. Users can use the ... to try and navigate to this location. A Window Explorer Window should open in the relevant location. If it does not then it strongly indicates that the path is not valid or that your user does not have permissions to that folder location.
Monitor-Pro service
Automated functions of Monitor-Pro, such as the auto-importers, are controlled by the Monitor-Pro Service. This may be installed on the SQL Server/Combined 'MonitorPro' Server or Application Server. The server running the MP-Service can be found from any install of MP-Desktop connected to the database, under Tools\Database Event Log. The computer running most of the functions, and using the system login, will be the server running the MP-Service.
While the service will normally be set to automatically start on server reboot and to recover in case of an error, upon occasion the service is found to not be running. This can be checked by opening the service interface (on the server detailed above), via the start menu. The status will show whether the service is running or not; if not, then it can be restarted by clicking the green arrow button:
Is the Monitor-Pro Service displaying any error messages?
While the Monitor-Pro Service Interface is open, check for any errors. These are denoted by an exclamation mark within a yellow warning triangle next to the message, as below. The message given will indicate the issue.
Are the connections files correct?
The service knows which database(s) to connect to through the information provided through the connection file, which can be viewed or changed via the interface. Connections files are created automatically when a database is connected too via the installation of the MP-Desktop client software on that PC or server. Links to a single database are held in .mei files and .mcl files signpost to one or more .mei files. Connections files are created in the location C:\ProgramData\Monitor-Pro\Monitor-Pro 5. Alternatively, database connections are set in the Gateway database via MP-Web.
Does the service indicate a permissions issue?
By far the most common reason for the Monitor-Pro service failing to pick up a file from a correctly mapped folder is due to permissions. While the users must have the permissions to save the file to the import folder, the account running the Monitor-Pro Service (this may be the local systems account of the server, or another account set up specifically for this purpose) must have the ability to create new folders on the level above that of the import folder, plus the ability to move files from the import folder to one of those that it has created. The easiest way to achieve this is to give the account running the Monitor-Pro service full control over the top-level import folder, with the permissions inherited to all sub-folders and files.
If the Monitor-Pro Service is not installed
Users of MP-Desktop may utilise the ‘importer on this PC’ option, to import data in a semi-automated way where the Monitor-Pro service is not installed. In this case, after placing the file to be imported into the correctly mapped folder (see above), the user runs the ‘importer on this PC’, usually from the start menu. Their own PC then does the work of importing the files, rather than the server. On these occasions, the mapping of the folder and the permissions of these folders remain the most likely reasons for the import failing. In addition to checking that the folder has been mapped correctly, the permissions on the import folder should be checked to ensure that the account from which the ‘importer on this PC’ is being run has full control, as described above:
If the file still won't import
If after following these checks, the Auto-Importer still will not pick up files, please contact EHS Data for help. Technical Support is available Monday - Friday from 9:00 am - 5:00 pm British time, excluding Bank Holidays. Clients requesting Monitor-Pro Technical Support should hold a current Technical Support Contract entitling them to the level of support being requested. In all instances please endeavour to include your company name when contacting
Technical Support
Email: support@ehsdata.com