Summary
If a device shows as offline in 3manager but is actually online at the customer site, it is often due to discovery or communication issues between the device and the data collector. This article explains common causes and steps to bring the device back online in 3manager.
How it works
A device is marked offline when it hasn’t sent data to 3manager within the configured timeframe.
Even if the device is working at the customer site, certain conditions can prevent the data collector from detecting or polling it, including:
- The IP range no longer includes the device.
- SNMP is disabled on the device.
- SNMP community string is different from public.
- The data collector is not running.
- The data collector is blocked from sending data.
- There is a counter issue. I.e. a counter reset on the device caused the device to go offline in 3manager
Troubleshooting steps
If you have access to the data collector:
- Check if the device is marked red in the data collector.
- If yes, click Discover and see if the device turns white.
- If yes, click Poll and then Send report.
- The device should be online in 3manager within 10–15 minutes.
If the action worked
The issue may be that nightly discovery is missing the device due to:
- Device power sleep mode.
- Using "Daily" as frequency starting at 00:00 at night.
To avoid this, adjust the discovery schedule in the data collector from 00:00 to 09:00 if you prefer "Daily" discovery.
Our recommendation would be as following. Keep start time at 00:00, but change the discovery frequency to the following:
- Small networks – Hourly
- Medium networks – Every 4 hours
- Large networks – Every 12 hours
Things to note
- Ensure SNMP settings and community strings match across the device and data collector.
- If the device continues to go offline, monitor for network changes or power-saving settings that might block discovery.
- If everything is OK, contact 3manager support by leaving a message and we will assist.
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