Diagnosing collector connectivity problems

IIn rare cases, an Auvik collector may be unable to establish or maintain a connection to the Auvik cloud.

When this occurs, the collector console may display:

Auvik Status: Running, Not Connected, Not Approved
Internet: Available

Depending on when the issue occurs, you may see one of the following symptoms in the Auvik web interface:

Because every environment is different, there is no single root cause for collector connectivity issues. Use the troubleshooting steps below to identify and resolve the problem.

Step 1: Verify Collector Status

Before making configuration changes, confirm the collector's status:

1. Navigate to Auvik Collectors in the Auvik portal.
2. Verify that the collector:
   • Appears in the collector list
   • Has been approved
   • Is assigned to the correct site
   • Shows its current connection status
3. Review the collector console for startup or service errors.

If the collector services fail to start correctly, investigate collector installation or package issues before continuing.

Step 2: Verify Network and Firewall Connectivity

The most common cause of connectivity problems is a firewall, security appliance, or web filtering solution blocking outbound communication.

Required Outbound Connectivity

The collector must be able to establish outbound HTTPS connections to:

• *.auvik.com
• *.my.auvik.com
• *.amazonaws.com
• *.compute.amazonaws.com
• *.cloudfront.net

Auvik cloud services use dynamic AWS infrastructure and IP addresses may change without notice. Always whitelist domains rather than specific IP addresses.

Note: The Auvik cloud never initiates inbound connections to the collector. All communication is initiated by the collector.

Resolution

• Allow outbound TCP 443 access to all required Auvik domains.
• Verify web filtering, SSL inspection, and threat-prevention policies are not blocking the collector.
• Review firewall logs for denied connections originating from the collector.

Step 3: Check DNS Resolution

The collector relies on DNS to locate Auvik cloud services.

Symptoms of DNS-related issues include:

• Collector appears disconnected
• Intermittent cloud connectivity
• "Cannot resolve" or hostname lookup errors

Resolution

Verify:

• Correct DNS servers are configured
• DNS servers are reachable from the collector
• UDP/TCP port 53 traffic is permitted
• Recent firewall or routing changes have not impacted DNS access

If possible, test hostname resolution directly from the collector.

Step 4: Review Proxy and SSL Inspection Settings

Proxy servers frequently interfere with collector communications.

Potential issues include:

• Web proxy filtering
• SSL/TLS inspection
• Authentication requirements

Resolution

If a proxy server exists:

1. Configure the collector to use the proxy if required.
2. Exempt the collector from SSL/TLS inspection.
3. Whitelist required Auvik domains.
4. If exemptions are not possible, move the collector to a network segment that bypasses the proxy.

Step 5: Validate Recent Network Changes

Connectivity problems often begin after infrastructure changes.

Examples include:

• New firewalls
• Security appliances
• VLAN modifications
• ACL changes
• Routing changes
• DNS changes
• Proxy deployments

Resolution

Review recent network modifications and ensure:

• The collector can still access both the local network and the Internet.
• Security policies permit collector communications.
• No new controls are blocking required traffic.

Step 6: Verify Time Synchronization

Significant clock drift can cause TLS certificate validation failures and cloud connectivity issues.

Resolution

Confirm the collector:

• Has the correct date and time
• Can access NTP services
• Is synchronizing time successfully

Step 7: Verify the Collector Operating System Is Supported

Collectors running on unsupported operating systems may stop connecting to Auvik services.

Resolution

Verify that the collector is running on a currently supported platform.

Examples of unsupported or deprecated platforms may include:

• Ubuntu releases that have reached End of Service
• Older Windows desktop operating systems
• Older Windows Server versions

If the operating system is unsupported, migrate the collector to a supported platform before proceeding.

Step 8: Rebuild the Collector

If all connectivity requirements have been verified and the issue persists, the collector installation may be corrupted.

This can occasionally occur if:

• A power outage occurs during an upgrade
• Storage corruption affects the virtual machine
• Hypervisor datastore issues occur during updates

Resolution

1. Delete the existing collector VM.
2. Download a new collector image from:
   • Auvik Collectors > Add Auvik Collector > Download Auvik Collector
3. Deploy the new collector.
4. Approve the collector in Auvik.

Important Considerations

A newly deployed collector will receive a new virtual MAC address, which may result in a different IP address being assigned.

If devices are configured with SNMP source restrictions or flow-export destinations, consider one of the following:

• Assign the previous collector IP address statically.
• Create a DHCP reservation matching the previous collector IP.
• Reuse the previous virtual MAC address if supported by the hypervisor.

This helps avoid updating SNMP, Syslog, NetFlow, and backup configurations across network devices.

If the Issue Persists

If none of the above steps resolve the problem:

1. Gather collector logs.
2. Document any recent network changes.
3. Record any DNS, firewall, or proxy-related errors.
4. Contact Auvik Support with the collected information for further investigation.