Overview
If your billing dashboard or invoice device counts are lower than expected, first determine whether the devices are missing from Auvik entirely or are present in Auvik but not yet included in the billable count.
For example, if you usually expect 17 devices but see only 6, Auvik may be receiving limited discovery or monitoring data from the environment.
Before you begin
Confirm:
- The devices are expected to be monitored by Auvik.
- The devices belong to the correct site.
- The devices appear in Auvik inventory, if they have already been discovered.
- Sufficient time has passed for billing usage data to refresh.
Billing counts are based on Auvik’s discovery, classification, management status, subscription configuration, and usage calculations. The exact calculation depends on your Auvik product and agreement.
When devices are missing from Auvik entirely
If expected devices do not appear in inventory or the topology, common causes include:
- The Auvik collector or applicable endpoint agent is offline.
- The collector cannot reach the required network segments.
- Discovery or monitoring credentials have changed or expired.
- Firewalls or ACLs are blocking discovery or monitoring traffic.
- VLAN, routing, or trunk changes have isolated devices from the collector.
- An upstream or core device is not managed, limiting topology and downstream visibility.
- LLDP or CDP is disabled, or a firmware update cleared the relevant configuration.
- Devices are powered off or isolated from the network.
- Recent topology changes altered uplinks, subnets, or management interfaces.
When devices appear in Auvik but are not billable
A device may appear in inventory but not be included in the billable count if:
- Auvik has not identified the device as a billable class.
- The device is not in a managed state.
- Valid monitoring credentials are not configured.
- The collector cannot reach the device.
- The device is not responding successfully to monitoring requests.
- The device was discovered recently and has not met the applicable billing criteria.
- The device belongs to a site or subscription that is not included in the expected billing scope.
Auvik determines billable status automatically. Changing the displayed device type does not necessarily change whether a device is billable.
See How does Auvik identify what devices and assets are billable?.
Quick checks to restore visibility
Check the collector or agent
Confirm that:
- The collector or applicable endpoint agent is online.
- The collector can reach the networks and devices it is expected to monitor.
- The collector has access to the Auvik cloud.
- The collector is not experiencing resource, connectivity, or service errors.
Check credentials and monitoring status
Review the credential status for affected devices and confirm that:
- SNMP credentials are valid for network devices.
- WMI or other applicable credentials are valid for Windows devices.
- SSH or CLI credentials are valid where required.
- The devices are in a managed state.
- Monitoring requests are succeeding.
Credential changes must be completed by an authorized administrator.
Check upstream devices and topology
Confirm that key routing and upstream devices are managed and monitored. An unmanaged core switch, firewall, or routing device can limit topology discovery and make downstream devices harder to identify.
Also review:
- VLAN and trunk configuration.
- Routing between the collector and monitored segments.
- Recent uplink or topology changes.
- Firewall and ACL rules affecting discovery traffic.
- LLDP or CDP configuration on switches.
- Firmware changes that may have reset discovery-related settings.
Network and device configuration changes should be completed by an authorized network administrator.
Run discovery again
After correcting credentials, reachability, or network configuration, allow Auvik to update the environment or re-run discovery if that option is available in your account.
Then verify:
- The expected devices appear in inventory.
- Devices are associated with the correct site.
- Device types and management status are correct.
- The topology reflects the current network.
- Monitoring data is updating.
Allow time for billing usage to refresh
Newly discovered or newly managed devices may not appear in billing data immediately.
Auvik records billable asset usage on a recurring basis, and the Billing dashboard may update after the next usage refresh. Allow the applicable refresh period after restoring discovery and monitoring before concluding that the billing count is incorrect.
See How do I see my Auvik usage?.
If the count remains lower than expected
If devices remain missing after discovery and monitoring have been restored:
- Export or record the affected device inventory.
- List the devices you expected to see.
- Confirm each device’s detected class and management status.
- Confirm that the devices are reachable by the collector or applicable agent.
- Review the date and time when the count changed.
- Check for recent credential, firewall, VLAN, routing, firmware, or topology changes.
- Contact Auvik Support or your Customer Success Manager.
Include:
- Auvik account, organization, or site name.
- The list of expected devices.
- The list of devices currently shown in Auvik.
- Device inventory or billing-usage exports, if available.
- Recent network or credential changes.
- Screenshots of the topology, inventory, or billing dashboard.
- The approximate time when the count changed.