Author: Paddy Murphy

This wiki was created to assist if you encounter issues with Alarm Sync.

Please note that an Alarm Severity Sync should be run before an Active Alarm Sync

===== Troubleshooting Checklist =====

  - Verify that you can login into the Controller and successfully reach a landing page with data. Some Controllers can only be accessed through a [[support:tunneling|tunnel]]
  - Is the Controller link down?  [[onboarding:snmpmanager:introduction_to_link_polling_and_types|link down functionality]]
  - Is the software version supported. -- check supported technologies & software versions here [[https://docs.google.com/spreadsheets/d/1MWddwE7AitjY1khgNXU6USs8bVP54W5UKb-Byxps4qo/edit#gid=2021934505 | here]]
  - Are the assigned login credentials correct and not null at the controller level? [[support:login_credentials_for_controllers|Controller Login values]]
  - Is the correct IP address assigned to the controller?
  - Does the Controller require a port number i.e. 8080? This can be verified by logging into controller.
  - Is the correct discovered trap configuration value assigned to the Controller and Child elements?
  - Is the correct http session manager configuration assigned to the controller?
  - Is the correct alarm sync configuration assigned to the controller?

Run the following query on the Controller been investigated.
    select id, name, technology, software_version ip_address, port, link_down, login_credentials_id, http_session_manager_configuration_id, alarm_sync_setting_id, discovered_trap_configuration_id  from network_element where id = <network  element id>;
    
Verify that none of the following values are null:
  * ip_address
  * login_credentials_id
  * http_session_manager_configuration_id
  * alarm_sync_setting_id
  * discovered_trap_configuration_id
  * software_version

===== Common Sync Errors  =====

=== URL path or OID did not specified ===
  * Missing or incorrect disabled_alarm_parse_script_id in assigned alarm sync setting
  * verify that the script assigned in retrieve_path_script_id contains a valid entry for disabled alarm.
  * If technology does not support disabled alarms assign a "NO DISABLED ALARMS" script in alarm sync setting

=== Failed to connect/login to ... ===
  * Missing login_credentials_id
  * Incorrect login_credentials_id assigned to controller.
  * UI issues on the controller login page, confirm & report to customer

=== TimeoutException : time out after retries ===
  * Incorrect login_credentials_id assigned to controller.
  * If error message contains OID check if snmp values are correct and manually run command
  * UI issues on the controller login page, confirm & report to customer

=== SocketTimeoutException : Read timed out ===
  * Missing login_credentials_id
  * Incorrect login_credentials_id assigned to controller.

=== disabledAlarms = null, discoveredAlarms = 1 ===
  * Confirm that alarm severity sync has run
  * Verify that only one ALARM_SEVERITY_SYNC is assigned to controller, remove duplicates.

  select * from network_element_sync_setting where job_type = 'ALARM_SEVERITY_SYNC'  and 
  network_element_id = <network  element id>;
  
=== No discovered trap configuration for ... ===
  * The discovered_trap_configuration_id is missing for referenced element