The UNKNOWN_DEVICE device was detected but is not supported

[DCIM_Support]

(CID:134030004)

[DCIM_Support]

The above message was the result after running the discovery on a device (UPS).

(CID:134030023)

[DCIM_Support]

Dear John Beck,

To help you faster and better, we need at least to know:

• the UPS model;
• the firmware version of the UPS;
• the firmware version of the NMC (if applicable).

In addition, we need a log-file from the EcoStruxure IT Gateway server, immediately after the above failed discovering.

Please tell us, does the above error occur with all UPSs of one model (or one firmware version), or only with some of them? Previously, when this UPS model was discovered, did this error occur or not?

P.S.: Taking into account your previous topics  and , I strongly recommend that you follow the system requirements for the EcoStruxure IT Gateway software. In addition, there is a suspicion of the possible presence of some problems in your corporate network related to the settings of firewalls or other network equipment.

With respect.

(CID:134030116)

[DCIM_Support]

Currently they are all online - see below:

(CID:134030586)

[DCIM_Support]

Dear John Beck,

It's good 😀.

Based on this, I recommend that you ask your network administrators about the details of setting up firewalls in your corporate network. I mean, the latency in the network, as this is critical for the gateway software.

Also, ask them for you to explain how two your UPS's 10.48.6.46 and 10.48.6.48 are connected to the corporate network (through which firewalls and gateways, etc.). This is important for understanding why they UPS's behave differently?

In addition, I recommend trying to change the DEVICE POLLING settings of your gateway software for SNMP devices. I.e., change Timeout (seconds) and Retries.

Perhaps this will help you.

With respect.

(CID:134030581)

[DCIM_Support]

John Beck,

Thank you for your question. Getting straight to the point.

An Unknown Device, is a device that currently does not have a Device Definition File or DDF. EcoStruxure IT uses the DDF to translate the information that the monitored device is providing to usable data. During the discovery process the gateway will start to receive data from the device and start comparing make and model information to the DDFs that the gateway has preinstalled. If the gateway doesn't have a DDF already installed then the device will not be allowed to be discovered and the Unknown Device error with be present within the Discovery Log.

My first recommendation is to upgrade to the latest version of the gateway because the most up-to-date DDFs are prepackaged within the installer and the gateway. With the latest version of the gateway we also introduced automatic DDF process meaning that you will never have to request a DDF for the gateway. At this time new DDFs are introduced in the next release of the gateway.

Please let me know if you have any additional questions.

Thank You

Victor

(CID:134030584)

[DCIM_Support]

Dear VSales,

John Beck has the latest version of the gateway software and has an open FTP access to the devices.

With respect.

(CID:134030593)

[DCIM_Support]

Thank you Victor for the explanation (I have been looking for one).  The version of ExoStruxure IT Gateway is as follows:

(CID:134030685)

[DCIM_Support]

Dear John Beck,

Tell us, please, did you solve your problem or not?

With respect.

(CID:134680029)

[DCIM_Support]

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