Troubleshooting Topology Issues

Version 1

    PURPOSE: Guide to walk through a methodical way of identifying the issue and resolving the problem


    ISSUE: Topology data is missing; whether IP, MAC, Hostname or VLAN data.


    Solarwinds Tools that provide Topology data that this document ultimately will fix.

    1. Network Topology Mapper
    2. User Device Tracker
    3. Engineer's Toolset tool Switch Port Mapper
    4. Connect Now in Orion Products for creating maps.



    1. Configuring Devices for SNMP
    2. Identify what information is present/missing from devices
    3. Troubleshoot and fix the issue via Toolset (preferred) or User Device Tracker.



    Phase 1 - Configuring Devices for SNMP

    Determine the SNMP version configuration for devices

    1. SNMPv2 - easiest - rocommunity <communitystring>
    2. SNMPv3 - can become complex, see guide - Configuring SNMPv2 and SNMPv3 for Solarwinds Products



    Phase 2 - Identify what information is present/missing from devices

    Note: Regardless of the Solarwinds Products used for topology, they all reference the same data, so identifying what is missing vs present is key in resolving the issue quickly.


    Order of Operations: Order of identifying the issue for devices. If anything is missing in the previous step, no data will be in the next.

    1. Does the Device list any MAC Addresses on the Interfaces?
      1. The collection of the switch could be having issues, or are other VLANs than VLAN1. Please check configuration of the Switch.
    2. Are devices connected only Limited to only VLAN 1
      1. If only VLAN1 is shown, reconfigure SNMPv3; see doc.
    3. Are IP Addresses Present?
      1. If missing the ARP cached router with the associated IP Addresses is being monitored.
    4. Are Hostnames Displaying?
      1. If missing the DNS Server the Solarwinds application is installed on does not contain DNS records for the IP Addresses
    5. Is this happening to switches of the same vendor, same model, or is the issue spotty?
      1. If the issue is with all of the same vendor, please reconfigure SNMP; see Doc Configuring SNMPv2 and SNMPv3 for Solarwinds Products.
      2. If issue is only with a specific model, check configuration first, but a bug or limitation may exist.
      3. If issue is spotty or happens to a few devices, reconfigure these devices to match the SNMP configuration of other devices on the network.



    Phase 3 - Troubleshooting

    Troubleshooting with Engineer's Toolset

    Note: When Troubleshooting via this tool, we focus on the Switch and the Router to make sure all data is available.


    1. Go into the Switch Port Mapper Tool Directly, or in the Workspace Studio
      1. Tool: Go into Start> Programs> Solarwinds Engineer's Toolset> Classic Tools> Discovery> Switch Port Mapper
      2. WorkSpace Studio Start> Programs> Solarwinds Engineer's Toolset> Utilities> Workspace Studio
        1. Then under Gadgets> Tools> Discovery Tools> Switch Port Mapper
    2. Enter in the Switch information
      1. Layer 2 Switch and the Layer 3 device that would have all IP information for the switch.
    3. Select Map Ports
    4. Look for the MAC Addresses, IP Addresses, and Hostnames.
    5. This is an example of a working configuration. Notice MAC IP and DNS have entries:


    • Router with IP information missing - Add Router and rescan and this will be corrected. This router needs to be in the Product to show this information properly


    • Hostname information missing - DNS Records missing on the DNS Server.


    Troubleshooting with User Device Tracker

    Note: This is a striped down guide from the following KB:


    This tester is more to see if the pollers can get the data. Switch Port Mapper Troubleshooting is more comprehensive and walks through misconfigurations.


    1. Open the UDT Compatibility Check (by default, "\SolarWinds\Orion\UDT\").
    2. Click New. This opens a wizard that guides you and where you configure what device to poll and what data to collect.
      • If you select Orion Node, provide the requested information.
        • Enter Website credentials.
        • Select the switch we are attempting to correct
        • Select a connection type (layer 2 and 3).
      • If you select Manual
        • Enter the IP address of the device
        • the credential type (SNMPv1, SNMPv2c, SNMPv3, or REL)
        • The connection port
        • Device vendor.
        • For SNMPv1 and SNMPv2, enter the community string.
        • For SNMPv3, enter the user name and context.
        • For REL, enter the user name and password to access the remote event log.
    3. Click Next
    4. Select the test targets for this session and then click Finish.
    5. Results display in the session data window.
      1. Once this completes, select the Report Button. This is a Pass/Fail for each Section.

    Note: This is a successful scan of a working switch checking for Layer 2.



               Example of Correctly Configured Layer 3


         If you are see any Red Xes, please check the SNMP configuration, or go into the Toolset Troubleshooting area of this document.