You can use these steps to identify and resolve typical problems with the Auvik Collector, including connectivity issues, site assignment errors, installation or removal steps, and network or firewall configuration challenges.
1. Confirm Basic Collector Status
- Verify the collector is visible in the Auvik web interface: under Collectors (or Auvik Collectors) you should see it, along with its Connection status and Approval status.
- Check whether the collector is approved (or awaiting approval), connected, or disconnected/unknown.
- If it's a virtual or appliance collector, view its console/logs to see whether services started properly. For example, in an OVA install sometimes dependency packages fail to build or load. See Collector packages not properly installed.
1a. Shared Collector Assignments
Similar to a standalone collector, deploying a shared collector remains another option. With this, you can assign a single collector to multiple sites
Note: If the sites are scanning similar subnets, there may be issues with determining the source of certain data received by the collector (Traffic Insights or Syslog, for instance), and other minor issues may occur. In this case, it would be better to deploy a separate collector.
Once a shared collector has been deployed on a multi-site, you can easily authorize it to start scanning one or more child sites. Once deployed to those sites, you can see it show up under Auvik Collectors, and can then approve it for scanning
For more information on assigning and managing a shared collector, click here.
1b. Post-Nat Configuration
If your collector is behind a NAT device or firewall, you can configure a Post-NAT IP in the Auvik Collector settings. This ensures that devices can send configuration backups and other data to an externally accessible IP address, instead of attempting to reach the collector’s internal IP, which may not be routable from their network segment.
The Post-NAT IP must also be set up on your firewall or router to forward traffic to the collector’s internal IP and the appropriate ports.
To configure a Post-NAT IP:
- Go to Auvik Collectors.
- Select the collector you want to update.
- Click Edit.
- Enter the Post-NAT IP in the Post NAT Backup IP field.
- Review the disclaimer carefully before saving your changes.
2. Firewall & Network Configuration
To ensure the collector can reach devices and the Auvik cloud, and devices can reach the collector where applicable, check the following:
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Ports & Protocols
Consult the Auvik documentation on What protocols and ports does the Auvik collector use? to ensure all required ports are open in both directions. Typical protocols include SNMP (UDP 161), SSH, Telnet, WMI, ICMP, etc. Also, outbound HTTPS (port 443) to *.auvik.com and related AWS/Amazon/CloudFront ranges. -
Static or Reserved IP
Use a static or reserved IP for the collector so devices referencing its IP for SNMP and flow exports stay valid. Dynamic IP changes can break device reachability. -
DNS & Proxy
Ensure the collector can resolve its tenant URL (e.g., <yourprefix>.my.auvik.com), and any proxy or web filter is configured to allow SSL/TLS traffic without breaking it. If using SSL inspection, whitelist the collector if needed. -
Traffic/Flow Exports & Syslog
If using TrafficInsights, NetFlow, sFlow, IPFIX, etc., ensure flow export is enabled on devices/firewalls and pointed at the collector. Ports used for flow collection may include 2055, 2056, 4432, 4739, 6343, 9995, 9996 etc. -
Time Synchronization (NTP)
Ensure the collector has time correct (via NTP or equivalent), as certificate validation, logs, etc., can fail if clock skew is large. This is especially relevant for virtual appliances. Related system requirements mention NTP usage.
For more information on NTP, click here
For more information on ports, protocols, DNS, proxy, etc, click here..
3. OS End of Service — Platform Support Call‑Out
Why this matters: If your collector is running on an operating system that has reached End of Service (EOS), it may no longer be supported. That can lead to unexpected failures—including inability to connect, receive updates, or process certain functions—even if all network/firewall configuration is correct.
- Auvik maintains a list of supported OS platforms. When an OS reaches End of Service, that OS is no longer supported to host Auvik Collectors.
For example: Ubuntu 20.04 LTS reached EOS for standard support as of May 31, 2025, and after a grace period collectors running Ubuntu 20.04 will no longer connect or report data. - Windows desktop OS versions prior to Windows 11, and Windows Server OS versions earlier than Windows Server 2016, are being deprecated / unsupported for collector use. Collectors on these OSes may stop functioning or may no longer be allowed to connect.
Troubleshooting steps relating to OS EOS:
| Check | What to do if you find an EOS OS |
| Identify collector’s OS version | Via remote desktop or SSH, check the OS version. If it matches ones listed in the OS End of Service and the Auvik Collector article, plan upgrade. |
| Check whether collector disconnects or fails to report updates following milestones (grace periods) | This behavior can indicate EOS is in effect. |
| Upgrade OS to a supported version | E.g. migrate Ubuntu 20.04 → Ubuntu 22.04 or 24.04; move Windows 10/older Server versions → Windows 11 / Windows Server 2022 or newer. |
| Have a secondary collector on supported OS | If immediate upgrade not possible, deploy another collector on supported OS to reduce disruption. |
For more information on OS End of Service and the Auvik Collector, click here.
4. Unblocking or Removing Collectors
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Rejecting / Deleting Collectors
From the Auvik portal: go to Auvik Collectors, find the collector, use checkboxes to Reject or Delete it, depending on whether it's still connected or permanently offline. Deleting a connected collector may cause it to reappear. -
Unblocking
If a collector has been blocked (e.g., firewall rules, proxy, or security settings prevent it talking outbound or devices cannot reach it), ensure that relevant ports and protocols are unblocked as per step 2.
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Note on old or unused collectors
Auvik recommends rejecting collectors no longer used and giving a description to track why. Currently deleting is only safe for disconnected collectors.
For more information, click here.
5. Uninstalling & Reinstalling Auvik Collectors
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Uninstalling (Windows Collector)
Use the standard Windows procedure: via Control Panel → Programs & Features, or Settings → Apps → Apps & Features. Locate Auvik Collector and uninstall. Confirm success message. For more information, click here. -
Installing (Windows Collector)
Via the Windows installer or command line. Make sure to provide correct tenant/domain prefix, API key/email where required. If re-installing after removal, make sure to clean up registries or leftover entries. The Windows installer KB notes that sometimes the registry entry under: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\AuvikCollector
This must be deleted if it was left over from a removal via command line. For more information, click here.
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Virtual / Appliance / OVA / Bash Script / Docker
Follow the specific install method used originally. If collectors were deployed as virtual appliances or via OVA, make sure the VM has adequate resources, proper network configuration, and that package dependencies are satisfied. If dependencies aren’t installed properly during OVA startup, see Collector packages not properly installed. -
Reinstalling
After uninstalling, ensure:
- Firewall rules are not interfering (step 2).
- Any registry leftovers are removed (for Windows).
- The machine’s hostname, network configuration (IP / DNS), resources (CPU / RAM / disk) meet requirements in Auvik collector system requirements. For more information, click here.
- During install, no conflicting services binding to required ports (especially Windows: ports 21, 69, syslog / flow ports if applicable). For more information, click here.
6. Changing Collector Site Assignment
Sometimes a collector needs to be moved to a different site (or multi-site setup). Steps include:
- For Windows collector: Stop the collector service (AuvikAgentService -stop), reconfigure tenant/site via command line (via AuvikAgentService -tenant https://<newprefix>.my.auvik.com), then restart the service. Approve the collector in the new site dashboard. For more information, click here.
- Make sure the person doing this has appropriate permissions in Auvik.
- Ensure that any device scanning ranges, credentials, network discovery settings for the new site are set appropriately.
7. Troubleshooting Collector Connectivity Issues
If the collector is showing disconnected, or devices aren’t being discovered / data not flowing, try the following in order:
| Step | What to Check | Purpose / What to Look For |
| 7.1 Network reachability | From the collector host: ping devices you expect to scan; telnet or test SNMP/SSH/WMI to devices. Check DNS resolution to the Auvik cloud endpoint. | Verifies local network connectivity & name resolution. |
| 7.2 Firewall / proxy / internet access | Check that outbound access to *.auvik.com, *.amazonaws.com, *.cloudfront.net, etc., port 443 is allowed. Also that SSL/TLS inspection or proxy configuration isn’t breaking the HTTPS connection. | Ensures the collector can reach Auvik’s servers. |
| 7.3 Port conflicts | Make sure no other service is listening on required collector ports (e.g., on Windows, ports 21, 69, etc.; syslog / flow ports). | A conflicting service will block collection / binding. |
| 7.4 System resource constraints | CPU / memory / disk usage: is the collector host overloaded? Are scan ranges too large? Are too many devices/interfaces? | Poor performance or resource exhaustion can hamper connectivity or data processing. |
| 7.5 Logs & Console Output | For virtual appliances / OVA: check console on boot for dependency install errors. For Windows: check event logs or collector logs. | Identify failures, errors, or blocked dependencies. |
| 7.6 Certificate / TLS issues | If the collector can’t establish secure outbound connection (HTTPS), ensure system time is correct, certificate chains are valid, and proxy isn’t interfering. | TLS failures often manifest as “connection refused/timeout” rather than application errors. |
| 7.7 Device credentials & discovery settings | Ensure SNMP credentials, SSH keys, WMI, etc., are configured properly in Auvik, discovery ranges include correct IPs, subnets, etc. | Even if collector is up, without correct discovery or credentials you won’t see expected data. |
8. Escalation Checklist (When Troubleshooting Doesn’t Resolve Issue)
If after the above steps the issue persists, gather the following info for support escalation:
- Collector type (Windows service, virtual appliance / OVA, Docker, etc.)
- Collector version / OS version
- IP address / hostname of the collector
- Output of collector status logs or console (e.g. dependency failures)
- Firewall rules / proxy / network topology relevant to collector
- Devices or services not being discovered, with examples
- Evidence of connectivity (ping / SNMP / SSH / HTTPS) successes or failures