This article applies as of PRTG 22


Troubleshoot monitoring issues in PRTG for network shares. Solutions for common errors like logon failures and inaccessible folders, ensuring smooth monitoring



Troubleshooting share monitoring with PRTG


In general, a network share is a system object that you can access from another system via LAN. This way, you can virtually use the respective object as an object that belongs to the local machine. Although PRTG is able to monitor these shares with File, Folder, and SMB Share sensors, we received multiple user reports that say that this type of access does not work properly in some instances.

We cannot precisely explain why users get errors when they add shares. In most cases, the errors stem from the Windows API. Although it is sometimes possible to connect to the shares with Windows Explorer, this does not automatically mean it works with PRTG as well. However, there are a few things you can try in such situations:

  • Double-check the Shared Resource setting in the sensor. It must start with the share name and not with any backslashes or the target system's name.
  • Try the system or NetBIOS name, the fully qualified domain name, and the IP address as Host setting in the corresponding (target) device.
  • Check that the IPC$ share is available at the target host.
  • Check that the firewall is open (UDP and TCP) for ports 137-139 and particularly for port 445 for all applications and users.
  • Check that no other software (internet security or virus scanner) is intercepting the connection. Try to temporarily disable such applications.
  • Use a domain admin account as service logon name for the probe device.
  • Check in the group policies whether Windows service applications have restrictions for remote logons or share connections.

If all of the steps above do not work, search for the exact error message (without the error number in parentheses). You will get a large number of results that might help you find the actual cause for the respective issue.

There are no settings in PRTG except the host name (device), the share name (sensor), and the Windows credentials (device or inherited from groups that are higher up in the object hierarchy) that actually affect sensors that use SMB shares.


Solutions for issues with certain PE error codes

Here are some error messages you might get and the solutions to the respective issues:

ProblemSolution
Logon failure: The network location cannot be reached. For information about network troubleshooting, see Windows Help (1231). (code: PE029)Make sure that the Server Windows service is running on the target system and that you are allowed to access the share with the credentials provided.
Cannot access folder: The folder doesn't exist. (code: PE032)Make sure that you entered the correct network path in the sensor settings. When monitoring a share, create a device with the system name or IP address in the IP Address/DNS Name field, and in the sensor's Folder Name settings, enter only the path. For example, enter MyComputer in the device, and C$\Inetpub\mailroot in the sensor's Folder Name field to monitor the network path \\MyComputer\C$\Inetpub\mailroot.
See also Folder sensor - Cannot access folder: The folder doesn't exist. (code: PE032)
Logon failure: A specified logon session does not exist. It may already have been terminated(1312) (code: PE029)The drive that you are trying to map needs a specified logon session, even if user name and password are correct. In the Credentials for Windows Systems settings of the device, explicitly enter a value in the Domain or Computer Name field. This can be the system name (if you are using a local login) or the domain name of the user account.
Note: After changing credentials, it may take several minutes until the connection is successful.


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Disclaimer:
The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.