Overview

If your Auvik collector cannot resolve hostnames or appears disconnected, the issue is typically related to DNS configuration, firewall policies, proxy configuration, or upstream network reachability.

This article outlines the recommended troubleshooting steps and the information to collect before contacting Auvik Support.

Symptoms

You may observe one or more of the following:

The collector status shows offline or disconnected
Errors such as:
- cannot resolve host
- DNS lookup failed
- temporary failure in name resolution
Connectivity failures to Auvik cloud services
Intermittent collector communication failures

Troubleshooting steps

Verify the collector network configuration

Confirm the collector is configured with:

Correct DNS server IP addresses
Valid default gateway
Appropriate subnet configuration

Ensure the configured DNS servers are reachable from the collector network.

Verify firewall access

If the DNS server is external or separated by firewalls, verify that:

Outbound DNS traffic is allowed over UDP/TCP port 53
Return traffic is permitted
No ACLs or security policies are blocking DNS communication

Test connectivity and name resolution

From the collector shell or diagnostic console, test hostname resolution using a known hostname.

Example:

nslookup google.com

If DNS utilities are unavailable, test IP connectivity to the configured DNS server:

ping <dns-server-ip>

If IP connectivity succeeds but hostname resolution fails, the issue is likely DNS-related.

Verify proxy and time synchronization settings

If the environment uses a proxy:

Ensure the collector is configured appropriately
Verify the proxy permits required outbound traffic

Also, confirm the collector time is synchronized correctly using NTP, as significant clock drift can impact TLS connectivity.

Review recent network changes

Check for recent changes that may affect connectivity, including:

VLAN modifications
Firewall or ACL updates
DNS server changes
Routing changes
Proxy deployments

Information to collect for support

If the issue persists, collect the following before contacting Auvik Support:

Collector version
Collector deployment type
Configured DNS server IP addresses
Exact error messages
Failure timestamps
Results of connectivity and DNS resolution tests
Details of any recent network changes

How can we help?

Collector DNS resolution failures: diagnosing and fixing “cannot resolve” issues