Troubleshooting connectivity issues with the Presentation Server

This section lists how to troubleshoot connectivity issues between the Presentation Server and Infrastructure Management Server.

The Presentation Server is unable to connect to the Integration Service 

On the Configuration > Managed Devices page, you see the following error message:

The Integration Service cannot be connected. The Presentation Service is unable to connect to the Integration Service. Contact your TrueSight Administrator.

You see this message even though all the operations related to the Integration Service are working, for example, the Integration Service is in the connected state and you are able to add, modify and delete the Integration Service.

This can happen if the Presentation Server is deployed in an HA mode with the load balancer configured with the proxy timeout period set to less than two minutes.

In this scenario, as a workaround, you can increase the proxy timeout to be in the range of 2-4 minutes.

In a disaster recovery configuration, the Infrastructure Management server fails to connect to the Presentation Server

After successfully connecting the Presentation Server to the disaster recovery enabled Infrastructure Management Server through the alias name, connectivity is lost when the recovery Infrastructure Management Server is brought up.

The Components page of the TrueSight console displays a Disconnected or Initializing Error status.


Perform the following steps to resolve this issue:

  1. On the Presentation Server, open a command-prompt window.
  2. Run the following command to clear the DNS cache:
    ipconfig /flushdns
  3. If the above step does not resolve the issue, restart the Presentation Server services:
    Go to the <Presentation Server installation directory>\TrueSightPServer\truesightpserver\bin directory and run the following commands:
    tssh server stop
    tssh server start
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  1. Ricardo Jerez de la cruz

    how can I increase the proxy timeout to be in the range of 2-4 minutes.?

    Mar 03, 2020 01:23
    1. Priyanka Nanwani

      Thanks for your comment. This needs to be set in your load balancer's configuration.

      Oct 28, 2020 05:11