This question was originally posted on DCIM Support by James on 2017-10-27
I have a couple of devices that are showing Link Status as Offline in DCE even though they are reporting back data, after checking with an SNMP walk.
On a seconds DCE server the same model is bringing back data ok - both DCE servers have the same DDF for this model.
I have submitted a walk file of the working device and one showing Link Status Offline to the Device Support team and they have confirmed that both are bringing back the same data points and to contact support. Is there any troubleshooting I can carry out?
This answer was originally posted on DCIM Support by Steven Marchetti on 2017-10-27
Link Status as Offline in DCE even though they are reporting back data
Did you mean they're reporting back data to this DCE server and showing offline or just that they're reporting to another and/or reporting via a walk of the device?
You also mentioned that a device of the same model can communicate to another DCE server, can you discover that exact device in the other DCE server?
Have you double checked the community names in the failing DCE server to verify they match what is on the device or in the 2nd DCE server?
You mentioned that you can do an SNMP walk of the device. Have you tried doing a walk of the device from the same network segment that is home to the DCE server? Perhaps there's a firewall issue.
Did the device discover properly and then report offline or did it discover and immediately go to this state?
On APC devices, you can specify the NMS that's able to use the community names that you have configured, does this device have anything like that?
For more troubleshooting suggestions, try looking at k-base FA226273. This FAQ goes through a number of steps that may help.
This comment was originally posted on DCIM Support by James on 2017-10-31
Steven Marchetti - To answer a few point:
They are not reporting any data back to DCE except Link Status Offline they do however provide a full set of data from an SNMP walk.
The other model discoveries in the same DCE server. Have checked the community names and all is ok.
I don't believe it to be a firewall issue as other devices on the same subnet are reporting data back ok.
They immediately go as offline when discovered in DCE.
I have supplied to DCE IP address on the NMS field for the device.
This comment was originally posted on DCIM Support by Steven Marchetti on 2017-10-31
Your best bet on the NMS IP is to leave it blank. This way if there's any network address translation or anything strange going on, you're not locked down by IP.
Some devices may have messages in their logs. If you were adding an APC device for instance, it will give you an error if you are using incorrect community names.
You may be correct about the firewall however some firewalls may be more specific about what IPs can reach other IPs using specific protocols. Like you said though, if DCE can monitor other similar devices on the same network segment, your best bet may be to look specifically at the device. What it different about it specifically.
Again, check out the k-base I mentioned, there are a number of troubleshooting steps such as packet captures that will show you if the SNMP requests are getting to the device or if the device is responding.
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