Device Reachability Status shows "Unknown" in DX NetOps Performance Management

Products

• Network Observability
• CA Performance Management

Issue/Introduction

A device in the DX NetOps Portal displays a "Reachability Status Unknown" state. Attempts to run a rediscovery or an "Update Metric Family" on the Availability metric family do not resolve the issue

Cause

To investigate root cause we would need to see:

A)  Please download the logging for the device;

1. Go to the main DCDebug page at https://DA_HOST:8582/dcdebug..
2. Enter the IP Address and IP Domain for the device.
3. Select the "Download all logs for IP" option
4. Select the "Download As Zip" button

     Please upload the related zip.

B) Check to see when the data stopped for the device on he device context page,

C) Collect the last 30 days of events for the device if the stop time is within that 30 days from the event view on the device context page.

D) A Remote Engineer from the Data Collector polling the device, Data Aggregator, and NetOps Portal:


Once you do step A, you can stop/start polling on the device. Then doanother save of the dcdebug after it starts working again for comparison.

Resolution

To force the Data Aggregator and Data Collector to re-align the polling configuration for the specific device:

1. Log in to the DX NetOps Portal as an administrator.
2. Navigate to the affected device in the Inventory or a Device View.
3. Select the device and click Stop Polling.
4. Wait at least one minute for the change to propagate to the Data Collector.
5. Select the device again and click Start Polling.
6. Monitor the device for 5–10 minutes. The status should transition from "Unknown" to "Up" or "Down" based on the next polling cycle.