Purpose
This guide assists L1 support engineers in diagnosing and resolving SNMP monitor failures in Datto RMM (DRMM).
1. Confirm the Issue
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Symptoms:
- SNMP monitors are not returning expected values or are failing.
- SNMP checks show as failed or do not update.
- Alerts are triggered for SNMP monitors unexpectedly.
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Scope:
- Identify if the issue affects a single device or multiple devices.
- Note which SNMP OIDs or monitors are impacted.
2. Initial Checks
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Device Status:
- Ensure the device is online and reachable from the DRMM platform/Network Node
- Confirm the device is assigned to an online Network Node
- Confirm the device has SNMP credentials assigned
- Does the SNMP device show a date in the Last Audit field in the dRMM UI
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SNMP Service on Device:
- Verify SNMP service is enabled and running on the target device.
- Confirm SNMP community string and version (v1/v2c/v3) are correct.
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Network Connectivity:
- Check for firewall or network restrictions blocking SNMP (UDP port 161).
- Ensure the assigned Network Node can reach the SNMP device. Can Network Node ping the SNMP device.
3. Basic Troubleshooting Steps
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Check SNMP setup
- Network Node and SNMP Credentials assigned in dRMM UI - no need for the Network Node to be set "With Scanning"
- Audit: Has the SNMP device recently audited? Check on Network Node in C:\ProgramData\Centrastage\<Device UID> SNMP Audit.xml
- Monitoring: Check AEMagent.log for the SNMP polling. May need to download and decrypt the monitors.json to find the monitorsID
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Test SNMP Locally:
- Connect to the Network Node via the Agent Browser. Use the SNMP Test Tool to test that you can get a response from the SNMP device.
- If certain OIDs are no returning a value or are coming back with incorrect values. Use the SNMP Test Tool using these OIDs and see what the responding value is returning.
- Have partner use an SNMP walk tool (e.g., snmpwalk) from a device on the same network to test SNMP access, and produce a list of the device's available OID.
- Example command:
snmpwalk -v2c -c [community] [device IP] - Use a MIB Browser to get a more graphical output of the SNMP OIDs that the device has access to. Example MIB Browser: https://www.ireasoning.com/mibbrowser.shtml
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Verify SNMP Credentials:
- Double-check that the SNMP credentials are correct in dRMM Credentials page.:
- For version v1/v2c: community string
- For version v3: username, password, authentication and encryption
- Double-check that the SNMP credentials are correct in dRMM Credentials page.:
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Check OID Configuration:
- Ensure the correct OID is being monitored.
- Validate OID syntax and existence on the SNMP device.
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Restart SNMP Service:
- Restart the SNMP service on the device if possible.
4. Review DRMM Configuration
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Monitor Policy:
- Confirm the SNMP monitor is correctly assigned to the device.
- Check for recent changes to monitoring policies.
- Check that the SNMP Monitoring policy is turned on for the device
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Agent Logs:
- Review AEMAgent.log for SNMP-related polling errors
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Historical Data:
- Check if SNMP data was previously collected and when it stopped via the AEMAgent.log
- Check the Latest Value on the Network Device's Monitors card to see if data is coming through
5. Escalation
If the issue persists after the above steps:
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Document Findings:
- List all troubleshooting steps performed.
- Include screenshots, error messages, and log files.
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Escalate to L2:
- Provide device details, SNMP configuration, agent version, and timeframes of failure.
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Communicate with Partner:
- Inform the partner of the escalation and any known issues or next steps.