Documentation forHybrid Cloud Observability Advancedand Network Configuration Manager

Tips for troubleshooting a connection issue

Use the following tips to help you determine why NCM cannot connect to a device you want to monitor.

General troubleshooting tips

  • Make sure the device you are trying to connect to is on and available.

  • Confirm the user name, password, and device name or IP address.

  • Make sure you are using a supported protocol. For example, some devices running Linux might not support Telnet.

  • Verify that you are using the correct port for the selected protocol. For example, Telnet typically uses port 23 (or 2323), and SSH2 typically uses port 22.

Enable session tracing when troubleshooting a connection issue

When you experience problems connecting to a device, you may need to perform a session trace to troubleshoot the issue. A session trace shows all communication sent between NCM and the network device to which you are connecting. The session trace log contains error messages and commands sent that generated the error.

  1. Click Settings > All Settings.
  2. Under Product Specific Settings, click CLI Settings.
  3. Select Enable Session Tracing, and click Submit.
  4. Perform the steps to recreate the issue you are troubleshooting.
  5. Open the session trace file, which can be found in the following location:

    %ALLUSERSPROFILE%\Application Data\SolarWinds\Logs\Orion\CLI\Session-Trace

  6. When the problem has been resolved, deselect Enable Session Tracing.