Overview

An offline alert may either:

• Clear after the device becomes reachable again
• Disappear entirely from the alert view

This article focuses on troubleshooting cases where the alert is no longer visible and how to verify what happened using device information and collector logs.

Check Whether the Alert Cleared

If the device recovered, the offline alert may have automatically cleared.

To verify:

1. In the Auvik portal, click the device from the site map or device inventory
2. Review the device’s Online Status
3. Use the status history to review the device state during the timeframe in question
4. Review All Alerts for:
   • The original triggered alert
   • The resolved alert event

Offline alerts that clear normally will appear as two entries in All Alerts:

• A triggered event
• A resolved event

If both entries exist, the device likely recovered normally and the alert is no longer active.

Why an Alert May No Longer Be Visible

An offline alert may disappear completely if:

• The device was deleted from inventory
• Alert filters are hiding the alert
• Maintenance windows or suppression rules affected alert visibility

If the monitored device was deleted, alerts associated with that device will no longer be visible because the alert reference was removed with the deleted asset.

If the alert cannot be found in All Alerts, collector logs can help confirm whether the device was unreachable during the reported timeframe.

Validate Using Collector Logs

Gather collector logs for the affected timeframe using the Auvik shell or existing log collection procedures.

Review the logs for:

• ICMP or ping attempts to the device IP
• Timeout or unreachable responses
• Repeated failed connectivity checks

If the collector continuously attempted communication without replies, the device was unreachable from the collector’s perspective during that period.

If logs show repeated failures, also confirm the collector could reach the device network:

• Routing and VPN connectivity
• Firewall or ACL rules
• Network segmentation changes
• Upstream outages

Connectivity issues between the collector and device can cause persistent offline conditions.

If the Device Was Deleted

If the monitored device was deleted:

• Alerts associated with the device will no longer be visible
• Rediscovering the device creates a new device record
• Previous alert references and historical associations are not restored

To resume monitoring:

1. Confirm the device is reachable
2. Re-discover the device
3. Verify monitoring access and credentials