Event and Alert Data is Temporarily Unavailable (4034355)

Users may encounter an issue where no events are displayed in the Rapid Recovery Core UI, and MongoDB is not functioning properly. The following error message is displayed:

Event/Alert data temporarily unavailable due to loss of connectivity with CoreService and the MongoDB Service. Please verify your connection settings and restart the service if needed.

Additional warnings and errors include:

• Warning: Rapid Recovery Core MongoDB Service is disconnected. Please verify your connection settings and restart the service if needed.
• Error: Some services have failed to initialize. Try restarting them.

The MongoDB service may fail to start or stop unexpectedly. You might observe the following error in the Event Viewer:

Event ID 7034: Service Control Manager – The Quest Rapid Recovery MongoDB Service terminated unexpectedly. It has done this [number] time(s).

Solution 1: Repair MongoDB

1. Stop Core and MongoDB Services:

   • Stop both the Core and MongoDB services from the Services console or Rapid Recovery UI.

2. Delete MongoDB Lock File:

   • Navigate to C:\ProgramData\AppRecovery\EventsDatabase and delete the mongod.lock file.

3. Repair MongoDB:

   • Open a command prompt (cmd) and navigate to:
     C:\Program Files\AppRecovery\Core\CoreService\MongoDB
   • Run the following command to repair MongoDB:
     mongod.exe --repair --dbpath C:\ProgramData\AppRecovery\EventsDatabase\RapidRecovery
     Note: There are two single dashes before "dbpath" (i.e., --dbpath).

4. Restart Services:

   • Restart both the Core and MongoDB services.
   • Verify if the issue is resolved by checking the Core UI for event and alert data.

Solution 2: Clear Event Database Files

1. Delete Event Database Folder:

   • Navigate to C:\ProgramData\AppRecovery\EventsDatabase.
   • Delete the entire EventsDatabase folder.

2. Restart the Core Service:

   • Restart the Core Service and check if the issue is resolved.

Solution 3: Perform a Full Repair of the Core Installation

1. Stop the Core Service:

   • Open the Rapid Recovery Core UI.
   • Navigate to Services and stop the Core Service.

2. Remove MongoDB Driver:

   • Navigate to: C:\Program Files\AppRecovery\Core\CoreService
   • Rename or move the MongoDB.Driver.dll file to another location (such as your desktop).

3. Repair the Core Installation:

   • Run the Rapid Recovery Core installer.
   • Choose the "Repair" option from the installer menu to restore missing or corrupted files.

4. Restart the Core Service:

   • Once the repair is complete, restart the Core Service and verify if the issue is resolved.

Additional Notes:

• If the issue persists after trying these solutions, check your disk space, MongoDB configuration, and Event Viewer logs for additional clues.
• Consider reaching out to support for further assistance if necessary.