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Diagnosing collector connectivity problems

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In rare cases, the Auvik collector has issues connecting back to the cloud. When that happens, you may see the following Auvik status on your collector’s console:

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

Depending on your progress in deploying Auvik, you’ll run into one of two issues on the Auvik web interface:

Deployment stage

Issue

Brand new account — install wizard appears when you log in

You can’t get past the “Download and install the Auvik collector to discover your network.” install wizard.

Successful deployment but there’s been a regression

The Auvik collector was previously connected but now all you’re getting is a message that says the collector is offline.

These issues don't have a universal solution, as each network’s configuration is different. But from previous customer experiences, we’ve tabulated a list of potential causes and solutions.

Potential Issue

Explanation

Resolution

A network security appliance has mistakenly blacklisted the Auvik collector from reaching the cloud.

The Auvik collector constantly polls and scans your entire network, and uploads metadata back to the cloud. Because of this activity, firewalls sometimes mistakenly see the collector as a threat and block it.

Add a firewall rule or whitelist entry for the Auvik collector to access all of your subnets, as well as amazonaws.com

Note: We use multiple IPs on our backend and these are subject to change. We recommend you whitelist the full Amazon AWS domain rather than entering IPs you may have gathered from a packet sniffer or DNS lookup.

Your network has changed significantly.

The introduction of new network security devices or proxy servers may be interfering with the Auvik collector’s attempts to connect back to the cloud.

If you recently added a proxy server to the network:

  1. Whitelist the collector to bypass the proxy filter.
  2. If whitelisting isn’t possible, move the collector to a subnet that’s not subject to the proxy filter.

If you recently added a new network security device:

  1. Ensure the IP for Auvik’s collector is whitelisted to permit traffic to and from the Internet and your LAN.

The firmware for your Auvik collector has been corrupted.

Your Auvik collector is regularly updated to deliver new features and bug fixes. From time to time, if an event such as a power outage in your data centre or corruption within your hypervisor’s data store, coincides with an collector upgrade, the collector can be corrupted.

Delete the old Auvik collector from your hypervisor. Download a fresh copy of the OVA file from Auvik (Click “Auvik Collectors” -> "Add Auvik Collector" -> “Download Auvik Collector”) and import that into your hypervisor.

Note: When you import the new OVA, your collector's virtual MAC address will be different than your old one. This may result in a different IP address being assigned by your DHCP server. If your SNMP-enabled devices require a “host entry” to be specified within their configuration, you’ll need to update them to accommodate the new IP.

To avoid the cumbersome task of updating your devices’ SNMP configurations, try one of the following:

  1. Set the collector’s IP statically to the old collector’s IP (if the old IP hasn’t already been reassigned).
  2. Add a static DHCP mapping for the new virtual MAC address to the old collector’s IP.
  3. If you had an existing static DHCP mapping for the old collector, change your new collector’s virtual MAC address to that of the old one.

If none of these solutions work, contact Auvik support for further assistance.

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