Overview
A Frozen IT Environment (ITE) means that OneIQ is no longer receiving data from the OneIQ Pulse connector. The existing data in your ITE remains visible, but it will not update until data collection is restored.
This article walks you through the common causes of a Frozen ITE and the steps to resolve them.
Note: A Frozen ITE also causes any Workspaces attached to it to appear Frozen. See the Frozen Workspaces article for more info on the impact of frozen IT Environments on workspaces.
What Does "Frozen" Look Like?
When an IT Environment is Frozen, it will display a Blue status indicator in the OneIQ Portal.
To check the ITE status, the IT Admin (owner of the ITE) will need to do the following:
Log in to the OneIQ Portal at https://my.oneiq.com.
In the left navigation, select IT Environments.
Locate your IT Environment and confirm it shows Blue (Frozen).
Common Causes
A Frozen ITE is typically caused by one of the following:
OneIQ Pulse has been uinstalled or the Pulse service has stopped
A network or connectivity issue is preventing Pulse from reaching OneIQ or the monitored platform endpoints
Credentials have expired for one or more connected platform endpoints
The host machine was rebooted and the Pulse service did not restart automatically
Step 1 — Confirm that OneIQ Pulse is installed and that the Pulse Service Is Running
Applies to: Datacenter platforms only (VMware, Nutanix, Hyper-V, Azure Local, Windows, Linux). This step does not apply to container platforms (Kubernetes, Red Hat OpenShift) or public cloud platforms (AWS, Azure, GCP).
The most common cause of a Frozen ITE for datacenter platforms is that OneIQ Pulse has been uninstalled or the Pulse service has stopped on the host machine.
On the Windows machine running OneIQ Pulse, open “Programs and Features” from the Control Panel and verify that “OneIQ Pulse (64-bit)” is listed. If it is not listed than a reinstall of the OneIQ Pulse connector will be required. Otherwise, proceed to the next step to check the status of the Pulse service.
On the Windows machine running OneIQ Pulse, open Services (search for "Services" in the Start menu).
Locate the OneIQ Pulse service.
If the service is Stopped, right-click it and select Start.
Wait a few minutes, then return to the OneIQ Portal and check if the ITE status returns to Green (Alive).
Note: It can take up to 30 minutes for data to resume appearing in the portal after the Pulse service is restarted.
Step 2 — Check the Status of the Pulse Service
Log in to the Windows machine where OneIQ Pulse is installed.
Double-click the OneIQ Pulse shortcut on the desktop.
Check the status of the cloud icon in the top right-hand corner of the Pulse Console:
Green — Data is synchronized with the OneIQ Portal.
Red — Data is NOT synchronized with the OneIQ Portal and may indicate a network or connectivity issue.
If the cloud icon is showing Red, then this indicates that the Pulse service is not able to communicate with OneIQ Central.
Step 3 — Verify Connectivity to OneIQ Central
If the Pulse service is running but the cloud icon is Red, there may be a network or firewall issue preventing Pulse from communicating with OneIQ Central.
On the machine running OneIQ Pulse, open a Powershell window
Run the following commands to test connectivity to the platform endpoints that Pulse is monitoring (e.g., vCenter, Nutanix Prism Central):
Test-NetConnection -ComputerName dw.oneiq.com -Port 443
Test-NetConnection -ComputerName in.oneiq.com -Port 443
Test-NetConnection -ComputerName nexus.oneiq.com -Port 443
If the test fails, check that outbound HTTPS traffic (port 443) is allowed through your firewall and that no proxy is blocking the connection.
Ensure that no firewall or antivirus solution is blocking access to *.oneiq.com. If the machine where Pulse is running is configured with a proxy server, please see OneIQ Pulse with a Proxy.
Step 4 - Check the Status of the Platform endpoints in the Pulse console
Log in to the Windows machine where OneIQ Pulse is installed.
Double-click the OneIQ Pulse shortcut on the desktop.
Review each discovered endpoint in the Dashboard. Check the color of each discovered endpoint:
Green — The endpoint is in a good state.
Grey — The endpoint is stalled. Restart the OneIQ Pulse services.
Red — There is an error with the endpoint and possibly suspended.
Click on Details to see the full error message.
If the error shows a credential issue, click on the credentials to bring up the Update Credentials screen, enter the updated credentials, and click Update.
If the error shows a DNS or networking issue, see Step 5 - Verify Connectivity to the Platform endpoints below.
If the error message is unclear, please contact OneIQ Support for further assistance.
Step 5 — Verify Connectivity to the Platform endpoints
If the Pulse service is running but the ITE remains Frozen, there may be a network or firewall issue preventing Pulse from communicating with the platform endpoint.
On the machine running OneIQ Pulse, open a PowerShell window.
Run the following command to test connectivity to the platform endpoints that Pulse is monitoring (e.g., vCenter, Nutanix Prism Central):
Test-NetConnection -ComputerName <platform hostname or IP> -Port 443
If the test fails, this indicates that the machine where Pulse is running cannot connect to the target platform endpoint. This may be due to either a network configuration issue, firewall rule or proxy server issue. For information on using Pulse with a proxy server, see OneIQ Pulse with a Proxy.
Step 6 — Confirm Data Has Resumed
After addressing the cause, confirm that data collection has resumed:
The IT Environment admin must log in to the OneIQ Portal and confirm that their IT Environment status has returned to Green (Alive).
Navigate to the Entities view, select an entity, and click the Metrics button.
Select a metric such as CPU Utilization or Memory Utilization and hover over the last data point to confirm the timestamp reflects recent data.
If the Issue Persists
If the ITE remains Frozen after working through the steps above, collect the Pulse logs and contact OneIQ Support.
Pulse logs are available at the following locations:
Pulse Service Logs: %windir%\ServiceProfiles\NetworkService\AppData\Local\OneIQ\OneIQ Pulse\Logs
Pulse Console Logs:
%userprofile%\AppData\Local\OneIQ\OneIQ Pulse Console\Logs
Once you have collected the logs, contact OneIQ Support and include the logs along with a description of what you have already tried.
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