Troubleshooting Gateway device discovery failure

[EcoStruxureIT]

A Gateway device discovery can fail for various reasons. After you run a discovery, open the Discovery Log to see the results for each device that was scanned.

Connection Failure

The Gateway was unable to communicate with the device. Check that the device and the discovery settings match for:

• Protocol (SNMP vs Modbus)
• IP Address
• Port
• Credentials (username, password, etc.) 

APC network-enabled devices are being updated to improve security and comply with regulations. 

New versions of APC Network Management Card (NMC) firmware will have the SNMP protocol disabled by default. Devices that have these cards cannot be discovered by EcoStruxure IT Expert or Data Center Expert until SNMP is enabled. 

More information on specific changes

The <type> device was detected but is not supported

The Gateway was able to communicate with the device, but did not find a device definition file (DDF) that supports the device.

Request support for a new device

<type> device was detected but could not be uniquely identified

The device was detected and the Gateway has a DDF, but cannot get a unique identifier for the device. 

Typically the Gateway tries to use the device's serial number as a unique identifier. For some devices, the serial number field is available but not set, such as:

• Easy UPS 3s
• Galaxy 5000 & 5500 device dependent

If possible, work with Technical Support to help you set the serial number.

In Gateway 1.7.0, these devices will fall back to using the device MAC Address as a unique identifier if serial number is not available.

The <type> device has been successfully discovered

The device was discovered and will appear on the Devices page.