Failed to add Data Source with error "Collector VM is not responding. Collector VM should be running and reachable from Platform"

Products

• VCF Operations for Networks

Issue/Introduction

Symptoms:

• User tries to add a new Data Source in VCF Operations for Networks GUI, however, it failed with error "Collector VM is not responding. Collector VM should be running and reachable from Platform"
• Ping is good from platform to collector, and ssh port 22 connectivity is good from platform to collector
• SSH port 22 connectivity and port 443 connectivity are good from collector to platform
• The collector is newly deployed and not verified yet.

Environment

VCF Operations for Networks 6.14

Cause

NTP is out of sync in collector which leads to collector services not running and consequently failure in adding Data Source.

The command "show-service-status" with user consoleuser has result below:

NTPSEC is running but not healthy
 IMPACT: It may affect the proper working of other services.

Captured packet from collector side may shows that collector is sending NTP packet and not receiving any response from NTP server.

Captured packet from NTP server side may shows that NTP server does not receive packets from collector.

Resolution

Involve underlay network team to check packet forwarding between collector and NTP server. After user resolve the NTP synchronization issue, and then re-add Data Source after collector services running.

Additional Information

NTP synchronization KB below

https://knowledge.broadcom.com/external/article/340847