Health status of a service instance depends on many factors: status of the partner solution, connectivity between Guest Introspection Agent (Context Multiplexer) and Context Engine (Ops Agent), and availability of Guest Introspection Agent information, SVM protocol information with NSX Manager.

Procedure

  1. With admin privileges, log in to NSX Manager.
  2. Select System > Service Deployments > Service Instances.
  3. In the Health Status column, click Know the health status of the service instance. to know the health of the service instance.
    Table 1. Health Status of Third-Party Service Instance
    Parameter Description
    Health Status received at The latest timestamp when NSX Manager received the health status details of the service instance.
    Solution Status Status of partner solution running on an SVM. Status UP indicates that the partner solution is correctly running.
    Connectivity between NSX Guest Introspection Agent and NSX Ops Agent Status is UP when NSX Guest Introspection agent (context multiplexer) is connected with the Ops agent (includes the context engine). The context multiplexer forwards health information of SVMs to the context engine. They also share SVM-VM configuration between each other to know which guest VMs are protected by the SVM.
    Service VM Protocol Version Transport protocol version used internally for troubleshooting issues.
    NSX Guest Introspection Agent Information Represents protocol version compatibility between NSX Guest Introspection agent and SVM.
  4. If the Health Status is Up (status displayed in green) and the partner console displays all guest VMs as protected, the health status of the service instance is Up.
  5. If the Health Status is Up (status displayed in green) but the partner console displays guest VMs in unprotected state, perform the following step:
    1. Contact VMware support to resolve the issue. The health status of the service instance might be down not correctly reflected by the NSX Manager user interface.
  6. If the Health Status is Down (status displayed in red), then one or more factors that determine the service instance health are down.
    Table 2. Troubleshoot Health Status
    Health Status Attribute Resolution
    Solution Status is Down or Not available.
    1. Verify that service deployment status is Up (green). If you encounter errors, see Resolve Partner Services Issues.
    2. Ensure that at least one guest VM in the affected host is protected with an endpoint protection policy.
    3. From the partner console, verify whether the solution service is running on the SVM on the host. See the Partner documentation for more details.
    4. If none of the above steps resolve the issue, contact VMware support.
    Connectivity between NSX Guest Introspection Agent and NSX Ops Agent is Down.
    1. Verify that service deployment status is Up (green). If you encounter errors, see Resolve Partner Services Issues.
    2. Ensure that at least one guest VM in the affected host is protected with an endpoint protection policy.
    3. From the partner console, verify whether the solution service is running on the SVM on the host. See the Partner documentation for more details.
    4. If none of the above steps resolve the issue, contact VMware support.
    Service VM Protocol Version is Unavailable.
    1. Verify that service deployment status is Up (green). If you encounter errors, see Resolve Partner Services Issues.
    2. Ensure that at least one guest VM in the affected host is protected with an endpoint protection policy.
    3. From the partner console, verify whether the solution service is running on the SVM on the host. See the Partner documentation for more details.
    4. If none of the above steps resolve the issue, contact VMware support.
    NSX Guest Introspection Agent Information is Unavailable. Contact VMware support.