4 Replies Latest reply: May 8, 2012 7:59 AM by system.office RSS

SAM - Hardware polling failed: Error 31002

jleecong

Recently we upgraded from APM 4.2 to SAM 5 and enabled Hardware Health. Out of the 150 or so servers 6 have the error "Hardware polling failed: Error 31002". I can't seem to find any docs that explain what the error codes are, or how to fix them, Thanks!

 
  • Re: SAM - Hardware polling failed: Error 31002
    lukas.belza

    Hello,

    This error means "No Such Name" SNMP error, so SAM is not able to get some basic OIDs (chassis information). Please check if servers with problem respond to following OIDs (depending on vendor):

    IBM
    Chassis information: "1.3.6.1.4.1.2.6.159.1.1.60.3.1"
    Model: "1.3.6.1.4.1.2.6.159.1.1.60.3.1.8"
    Serial Number: "1.3.6.1.4.1.2.6.159.1.1.60.3.1.10"

    DELL
    Manufacturer: "1.3.6.1.4.1.674.10892.1.300.10.1.8.1"
    Model: "1.3.6.1.4.1.674.10892.1.300.10.1.9.1"
    Serial Number: "1.3.6.1.4.1.674.10892.1.300.10.1.11.1"

    HP
    Serial Number: "1.3.6.1.4.1.232.2.2.2.1.0"
    Model: "1.3.6.1.4.1.232.2.2.4.2.0"

     

    Thanks,

    Lukas Belza (SolarWinds development)

    • Re: SAM - Hardware polling failed: Error 31002
      system.office

      Hi,

       

      we have the same issue, the remote host does not reply to the Dell serial number OID.

       

      There is some workaround to solve the problem.

       

      Thanks.

      • Re: SAM - Hardware polling failed: Error 31002
        aLTeReGo

        we have the same issue, the remote host does not reply to the Dell serial number OID.

         

        I've seen this commonly with Dell machines that have had motherboards replaced and the tech replacing the board neglected to run the BIOS utility that flashes the ROM with the physical serial number of the chassis. All replacement boards leave the factory with no serial number information since this information is on a sticker, usually on the bottom of the machine. It's the technicians responsibility to populate this information into the BIOS where it's then available to other programs including the Windows OS, Dell OpenManage, etc.  On rare occasion I've also seen new machines leave the factory without the serial number burned into the BIOS. While this is very unusual, the resolution is the same. If you're not seeing the serial number information populated anywhere it should, then you will likely need to contact Dell Technical support and have them point you to the tool their on-site technicians use to enter the machine serial number into the BIOS.

  • Re: SAM - Hardware polling failed: Error 31002
    system.office

    Hi,

     

    you are right, the serial number in the server is missing.

     

    I'm trying to contact Dell support to add the serial via BIOS.

     

    Thanks