WhatsUp Gold 360 Connector on Nutanix

This article provides the steps to deploy a WhatsUp Gold 360 Connector virtual machine in a Nutanix environment, validate connector communication, add a WhatsUp Gold server, and troubleshoot common connectivity and synchronization issues. The validated deployment test confirmed that the connector deployed successfully, received its NTP configuration, registered a WhatsUp Gold server, and synchronized monitoring data as expected.

Oct 15, 2026
Knowledge

Title

URL Name

000306557

Article Number

000306557

Environment

WhatsUp Gold 360 WhatsUp Gold 360 Connector Nutanix Prism WhatsUp Gold

Question/Problem Description

Unable to create WhatsUpGold 360 connector in Nutanix. the tennant has been created, but when attempting to deploy a VM in Nutanix from the connector download file, it won't boot to anything.

Steps to Reproduce

Clarifying Information

The Nutanix connector is considered in beta at this time, updates to follow.

One or more of the following conditions may occur during or after deployment:

The connector does not change to Reachable.
The connector has an incorrect system time or the time is drifting.
The WhatsUp Gold server cannot be added to the connector.
The connector is Reachable, but monitoring data is not synchronizing.
The connector reports the following error:

k3s cattle-cluster-agent not ready

Error Message

Defect Number

Enhancement Number

Cause

The connector virtual machine has not completed initialization.
The VM has an incorrect IP address, gateway, DNS, network adapter, or routing configuration.
The connector cannot reach WhatsUp Gold 360 services.
The connector cannot reach the WhatsUp Gold server.
The configured NTP server is unavailable or cannot be resolved.
The connector system time is not synchronized.
The supplied WhatsUp Gold credentials are incorrect or do not have the required permissions.
A firewall or routing rule is blocking communication.
The deployment used an outdated connector package.
The WhatsUp Gold server is not producing current monitoring data.
The affected account or tenant has a backend association issue.

The “k3s cattle-cluster-agent not ready” error was documented in a separate account-split scenario. It was not part of the validated Nutanix deployment test.

Resolution

PREREQUISITES

Before deploying the connector, confirm the following:

Access to WhatsUp Gold 360 with permission to create connectors
Access to Nutanix Prism with permission to import and configure virtual machines
Connector template package downloaded from:

Infrastructure > Connectors > Add Connector
A Nutanix network, datastore, CPU, memory, and IP allocation plan for the connector VM
At least one approved and reachable NTP server
Network access from the connector to WhatsUp Gold 360 services
Network access from the connector to the WhatsUp Gold server
Credentials required to add the WhatsUp Gold server to the connector

RESOLUTION

Create and download the connector
Sign in to WhatsUp Gold 360.
Open Infrastructure > Connectors.
Select Add Connector.
Create the connector for the target site.
Download the generated ZIP deployment package.
Extract the package to an administration workstation.
Preserve all extracted files and do not rename the template files.

Expected result:

The extracted package contains the files required to deploy one dedicated connector appliance for the site.

Deploy the connector VM in Nutanix Prism
Sign in to Nutanix Prism.
Use the VM import or image deployment workflow supported by the downloaded connector package.
Upload or import the connector image.
Attach the connector VM to the planned network.
Assign the planned CPU, memory, storage, and network settings.
Confirm that the VM has a unique name and valid network configuration.
Review the deployment summary and complete the import.
Power on the connector VM.

Expected result:

The VM boots and begins initialization. The connector downloads the required service information and attempts to contact the WhatsUp Gold 360 platform.

Verify the NTP configuration
Confirm that the connector received the intended NTP setting from the deployment configuration.
Verify that the connector VM can resolve and reach the configured NTP server.
Confirm that the connector system time is synchronized before adding the WhatsUp Gold server.

Correct system time is required for certificate validation, authentication, token processing, and synchronization. These operations may fail when the system time is incorrect, even if basic network connectivity is working.

Add the WhatsUp Gold server
Open the connector configuration or status interface.
Add the WhatsUp Gold server using its approved address and credentials.
Save the configuration.
Allow the connector to establish communication with the WhatsUp Gold server.

Expected result:

The WhatsUp Gold server is accepted by the connector and data synchronization begins.

Confirm the connector status
Return to the Connectors page in WhatsUp Gold 360.
Confirm that the connector status changes to Reachable.
Open the connector status report.
Confirm that heartbeat information is updating.
Confirm that monitoring data is updating.

TROUBLESHOOTING

Connector does not become Reachable

Confirm that the connector VM is powered on.
Allow the VM to complete initialization.
Check the VM network adapter.
Verify the assigned IP address, default gateway, DNS configuration, and routing.
Verify outbound access to WhatsUp Gold 360 services.
Confirm that the connector system time is synchronized with the configured NTP server.
Review the connector status report for authentication, certificate, or service errors.
If the connector was deployed using an older package, create a new connector package and redeploy the connector.

NTP is incorrect or the system time is drifting

Confirm that the configured NTP server is reachable from the connector network.
If the NTP server is specified by name, verify DNS resolution.
Check applicable firewall rules for NTP traffic.
Verify that the hypervisor is not unexpectedly overriding the guest operating system time.
Correct the configured time source.
Restart the connector services if required by the operating environment.

WhatsUp Gold server cannot be added

Confirm that the WhatsUp Gold server address is correct.
Verify that the server is reachable from the connector.
Verify the supplied credentials.
Confirm that the credentials have the required permissions.
Check that the WhatsUp Gold server is listening on the expected management endpoint.
Confirm that DNS, routing, and firewall rules allow communication from the connector to the WhatsUp Gold server.
Correct the identified connectivity or credential issue before retrying.

Connector is Reachable but data is not synchronizing

Confirm that the WhatsUp Gold server remains connected in the connector configuration.
Review the connector status report for synchronization or authentication errors.
Verify that the WhatsUp Gold server is operational.
Confirm that the WhatsUp Gold server is producing current monitoring data.
Confirm that the connector heartbeat continues to update.
Review the WhatsUp Gold 360 dashboard to determine whether the condition affects one site or multiple connectors.

Error: “k3s cattle-cluster-agent not ready”

This error was documented for a separate account-split scenario and was not part of the validated Nutanix deployment test.

If the error appears after splitting LoadMaster 360 and WhatsUp Gold 360 accounts, repeated connector redeployments may not resolve the condition.

Treat the condition as a possible backend account or tenant-association issue. Escalate the issue with the following information:

Affected tenant details
Connector name
Connector status
Connector logs
Account-split details
Results of any completed redeployment attempts

VALIDATION

Confirm all of the following after deployment:

The connector VM is deployed and powered on in Nutanix.
The connector has a valid IP address.
The default gateway is configured correctly.
DNS resolution is working.
Required outbound connectivity is available.
NTP configuration is present.
The connector system time is synchronized.
The connector status is Reachable in WhatsUp Gold 360.
The WhatsUp Gold server is registered successfully.
Connector heartbeat updates are visible.
Monitoring data is synchronizing.
Monitoring data is visible in the appropriate dashboards or reports.

The deployment is validated when the connector is Reachable, the WhatsUp Gold server is registered, heartbeat updates are current, and monitoring data is visible.

ADDITIONAL INFORMATION

Deploy one dedicated connector for each remote site that requires monitoring.
Use a current connector package for each new deployment or redeployment.
Keep NTP configuration consistent across the Nutanix environment.
Record the connector name, site, VM address, NTP source, deployment package version, and validation result.
Use the connector status report and WhatsUp Gold 360 dashboards as the primary verification points.
The validated Nutanix deployment completed successfully and did not identify a WhatsUp Gold 360 Connector product defect.

Workaround

Notes

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Last Modified Date

10/16/2026 2:40 PM

WhatsUp Gold 360 Connector on Nutanix

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