Troubleshoot login credentials

If Auvik is unable to authenticate to a device using SSH or Telnet, you can use the Discovery Troubleshooting workflow to identify which requirement is preventing successful login.

To access troubleshooting:

1. Open the device from the Device Dashboard.
2. Hover over Discovery in the entity navigation menu.
3. Click Troubleshooting.

Auvik verifies seven requirements before a device can be successfully authenticated for CLI access.

Step 1: Verify the Device Is Managed

Auvik can only collect CLI data from devices that are managed.

If the device is currently unmanaged:

1. Click Re-enable Management.
2. Change the management status from Unmanaged to Managed.
3. Click Save.

Note: If SNMP does not display a green checkmark, verify that SNMP is correctly configured on the device and that Auvik can communicate with it successfully.

Step 2: Verify the CLI Service Is Enabled

The CLI service must be enabled before Auvik can collect device configuration and command-line information.

To enable the CLI service:

1. Click Enable the CLI Service.
2. Set Enabled to Yes, use this service to gather data.
3. Click Save.

If the CLI service is already enabled but the device is not included in the service scope:

1. Click Add this device to the CLI service group.
2. In Devices to use this service, add the device name or device type.
3. Remove any exclusions that apply to the device or device type.
4. Click Save.

Step 3: Verify SSH or Telnet Is Enabled in Auvik

Auvik must be configured to use the same management protocol that is enabled on the device.

To enable SSH or Telnet:

1. Click SSH or Telnet, depending on the protocol used by the device.
2. Set Enabled to Yes, use this service to gather data.
3. Click Save.

If the service is already enabled but the device is not included in the service scope:

1. Open the appropriate SSH or Telnet service.
2. In Devices to use this service, add the device name or device type.
3. Remove any exclusions affecting the device.
4. Click Save.

Step 4: Verify SSH or Telnet Is Running on the Device

Auvik cannot authenticate to a device unless SSH or Telnet is enabled and actively listening for connections.

Verify the following on the device:

• SSH or Telnet is enabled.
• The service is running correctly.
• The Auvik collector can reach the device.
• Any firewalls or ACLs allow the required traffic.

If the device uses non-standard management ports:

1. Open the appropriate SSH or Telnet service settings.
2. Change Use Default Ports to No – Custom Ports.
3. Enter the custom port number.
4. Click + to add additional ports if required.
5. Click Save.

Step 5: Verify Login Credentials

Auvik requires valid credentials to establish a CLI session with the device.

To add or update credentials:

1. Click Add Login Credentials.
2. Complete the credential form.
3. Select the appropriate connection type:
   • SSH and Telnet
   • SSH Only
   • Telnet Only
   • SSH Key Authentication

Depending on the device configuration, credentials may include:

• Username only
• Username and password
• Username, password, and enable password
• Password only
• Password and enable password
• SSH key and username
• SSH key passphrase
• Enable password

4. Assign the credential to the appropriate device, device type, or site.
5. Click Save.

Tip: If multiple credentials exist, confirm that the correct credential is assigned to the affected device.

Step 6: Verify Privileged Access (Enable Mode)

Some devices require an additional enable or privilege escalation password after the initial login.

If Auvik can log in to the device but cannot execute privileged commands, the enable password may be missing or incorrect.

To update the enable password:

1. Click Update the CLI Enable Password.
2. Enter the correct enable password.
3. Use the visibility icon to verify the password if necessary.
4. Click Save.

After saving, Auvik will automatically retry the authentication process.

Step 7: Verify Device Support

If the credentials are successfully authenticated but Auvik is still unable to collect CLI information, the device may not currently be supported for CLI data collection.

You may see a message similar to:

Oh no! It looks like we don’t support this device yet.

This typically indicates that Auvik does not currently have a CLI parser or specification available for the device model or operating system.

If this occurs:

1. Verify the device manufacturer, model, and operating system version.
2. Contact Auvik Support.
3. Provide details about the device and the authentication results.

Support can confirm whether the device is currently supported and, if necessary, submit a request for further evaluation.

Authentication Successful

Congratulations! The device has been successfully authenticated for CLI access.

Auvik will now begin collecting additional device information, which may include:

• Configuration backups
• Hardware inventory details
• Software and firmware information
• Vendor-specific operational data

Depending on the device and polling intervals, newly collected information may take several minutes to appear in the dashboard.