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How do I troubleshoot issues with my Auvik / ConnectWise Automate integration?

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There are a few possible issues you might experience when trying to integrate ConnectWise Automate with Auvik:

Testing credentials fails

Scenario

After setting the API user credentials, you tested those credentials. You received a fail message or an access denied message.

Solution

If you have received a failed message, the first things to confirm are the email address, API key, and domain that you entered.

  1. The email must be for an Auvik user.
  2. The API key copied from Auvik must be saved.
  3. The domain entered must match your MSP domain prefix (e.g., nanookmsp).

The most common issue is that the API key generated in Auvik wasn’t saved before you tested the credentials. Let’s confirm that’s the case. 

Follow these steps to regenerate the key. Click Copy, then Save. Paste the key into a notepad or text file in case you need to reference it again. Return to your ConnectWise Automate control center console and paste the copied API key.

If testing the credentials still produces a failure after following these steps, please contact Auvik support.

If you received an access denied message, the first thing to check is that the configured user has at least read-only access to the MSP and each client to be mapped. Confirm this by following How to authorize a user from an MSP dashboard.

After authorization for the user has been confirmed or updated, go back to ConnectWise Automate and resave the credentials.

If testing the credentials still produces an access denied message after following these steps, please contact Auvik support.

Client mapping spins

Scenario

After setting the API user credentials in ConnectWise Automate, you see nothing but a spinner. (You should see a list of all ConnectWise Automate clients and locations for mapping to your Auvik clients.)

Solution

It’s possible the ConnectWise Automate DBAgent needs to be reloaded.

Only complete these steps when you know there are no ConnectWise Automate scripts currently running. We don’t want to affect other things going on with your ConnectWise Automate instance.

  1. Log into the ConnectWise Automate Control Center.
  2. From the toolbar, hover over the Help menu and click Plugin Manager.
  3. From the Plugin Manager screen, click Advanced.
  4. Hover over Reload Plugins.
  5. Click Reload DBAgent Plugins.
  6. Click Yes.

At the bottom of the screen, you’ll see a progress bar. Be patient as it could take a minute or two for the DBAgent to restart. Once you see a message of Database agent restarted successfully, you can close the Plugin Manager.

Now let’s confirm that did the trick.

  1. From the ConnectWise Automate Control Center toolbar click Dashboard.
  2. Click the Config tab.
  3. Click the Integrations tab.
  4. Click the Auvik tab.

If you see your ConnectWise Automate clients and locations listed, you can proceed with configuring your ConnectWise Automate integration. If you still don’t see your ConnectWise Automate clients and locations listed, let’s take a look at the logs for ConnectWise Automate.

  1. From a Windows explorer, enter %programdata% in the address bar and click Enter.
  2. Browse to ConnectWise Automate Client > Logs.
  3. Open the current LTcErrors file.

If you see any errors in the log that make reference to Auvik, please contact Auvik support with what you’re experiencing and include the relevant log message(s).

Clients aren’t available for mapping

Scenario

You’ve configured the integration. But when you click the edit pencil for a ConnectWise Automate client, the Auvik clients aren’t available for mapping.

Solution

Confirm that your main Auvik MSP domain was entered.

  1. Log into the ConnectWise Automate Control Center.
  2. From the ConnectWise Automate toolbar, click Dashboard.
  3. Click the Config tab.
  4. Click the Integrations tab.
  5. Click the Auvik tab.

Do you see your main Auvik MSP domain? If not, update the domain and click Save Credentials. Now click the edit pencil for a ConnectWise Automate client. You should see the MSPs available.

Select the appropriate MSP and you’re all set for mapping each location. While mapping, keep the following in mind:

  • Auvik MSP > ConnectWise Automate client
  • Auvik Client > ConnectWise Automate location

ConnectWise Automate requests that you login

Scenario
After accessing the Auvik tab within ConnectWise Automate, Windows prompts you to log in. When you enter the credentials for the configured Auvik API user, you receive this message: You don’t have permission to view this page.

Solution
The Auvik API user must have access to all Auvik clients that have been mapped to your ConnectWise Automate clients and locations. To confirm the Auvik API user access, check to see which clients the user has been authorized on and make any necessary updates.

Auvik devices are producing an error

Scenario
You get an error when clicking on an Auvik device within ConnectWise Automate (instead of being taken to the device’s dashboard).

Solution
The error could mean a couple of things.

  1. There are no devices in ConnectWise Automate that match the device in Auvik.
  2. There are multiple devices with the same IP address whose locations are mapped to the same Auvik client.

Let’s take a look at the logs for ConnectWise Automate.

  1. From a Windows explorer, enter %programdata% in the address bar and click Enter.
  2. Browse to ConnectWise Automate Client > Logs
  3. Open the current LTcErrors file.

If you see any errors in the log that make reference to Auvik, please contact Auvik support with what you’re experiencing and include the relevant log message(s).

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