"Critical Communication error with device"

DCIM_Support · ‎2020-07-04

DCIM_Support · ‎2020-07-04

Hi Michael,

I'm not sure if you omitted the extra information for your post but the only thing that came across was the subject: "Critical Communication error with device".

I'm assuming you're having issues between DCE and a NetBotz device as DCE and NetBotz were provided as as products.

Please provide a little more detail.

What NetBotz appliance are you using? What version DCE? What version of Botzware?

Is this a permanent issue or intermittent?

Logs from both DCE and the appliance would be helpful.

Is this a single device having this issue or multiple devices?

If multiple devices, do they all exhibit this issue at the same time?

If a single device, what is it's configuration?

Is the device plugged into a UPS?

Is the device using SNMP? which version?

If NetBotz 3xx, 4xx, or 5xx, is it set to http or https?

Basic info like this would be helpful in starting to diagnose the issue.

Thanks,

Steve

DCIM_Support · ‎2020-07-04

Hi Steve,

Sorry about that. I didn't intend to post a question, but now that I have... I'm trying to find out how these emails are being generated. I'm assuming that they are coming via DCE (Version 7.3.1.114). The IPs that the emails list are NetBotz devices (Version 4.5.2.20160602.1247).

I believe that I need to modify the distribution list.

Here is an example of the emails that were sent out:

-------------------- Start of email --------------

-----Original Message-----
From: DCE@yyc.com [mailto:DCE@yyc.com]
Sent: December-12-17 2:03 AM

Subject: Critical Communication error with device 172.21.1.56

-- Report from MGMT-DCIM01.mgmt.yyc.com_(10.1.0.49) at http://MGMT-DCIM01.mgmt.yyc.com, at 12/12/17 02:02 AM --

Device is online

--------------------- End of email ---------------------

Any assistance you can provide is appreciated.

Thanks again,

Michael Adachi

DCIM_Support · ‎2020-07-04

Hi Michael,

Gotcha. It happens often, you try searching posts and it ends up being a post itself. I've done it myself.

Basically any event on the NetBotz itself (3xx, 4xx, and 5xx) causes the device itself to alarm. When the appliance loses communications with DCE however, DCE does send these e-mails noting the loss of communications.

Any user in the system, local, LDAP, or Active Directory, that has an e-mail address associated with the user name AND that has the ability to view that device should receive the lost comm e-mail. So if you have a group in DCE with NetBotz and your user does not have access to that group or does not have an e-mail address associated with it in the server, they will not get the e-mail.

If you're getting the e-mails and do not want them, the only thing you can do at this time is to either remove the user's right to see that device or remove his e-mail from the system. At this time, there is no configuration such as the notification policies that exist for SNMP devices.

Steve

DCIM_Support · ‎2020-07-04

Thank you Steve 😀

DCIM_Support · ‎2020-07-04

Hi Steve

I have a similar query - DCE reports that loss of communication to Netbotz. Version - Netbotz 550 and DCE 7.4.1.

What is troubling is its very VERY random e-mail notifications and the frequency is +/- once a month and at different time intervals.

Currently we have pinned it to network latency issues considering the default netbotz polling settings. Besides changing/editing these settings what other alternatives are there?

Thank you for your time.

DCIM_Support · ‎2020-07-04

Hi Juice,

It seems as though you've at least partially discovered the reason for the events so if you want to stop receiving the e-mails, you need to either completely resolve the issue (very difficult, especially when it is so intermittent) or you need to remove the e-mail addresses associated with users in DCE. There is nothing to configure that can set a timeout...nothing to be able to group all the messages into one e-mail.

Steve

DCIM_Support · ‎2020-07-04

Hi Steve

Thank you for your feedback.

Since the last communication we had i have received these errors regularly, (""Critical Communication error with device"), and within 2-5 mins the device is online (return to normal).

I have confirmed with network team there are no new changes implemented and no latency issues. DCE (7.4) is monitoring +/- 500 SNMP devices and I get these communication errors from various devices and at random intervals.

The average ping response is between 1 and 10ms. In the interim I have configured SNMP timeout settings from 2s to 5s and retries from 3 to 5 which have resolved the issue, however our client does not approve.

any other possible ideas that I can try ?

thank you for your assistance... very much appreciated.

DCIM_Support · ‎2020-07-04

This question is closed for comments. You're welcome to start a new topic if you have further comments on this issue.

&quot;Critical Communication error with device&quot;

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"Critical Communication error with device"