Troubleshooting

Before troubleshooting, ensure all prerequisites prerequisites are met.

If Poly AV Studio integrations fails to discover or monitor, troubleshoot using the following steps:

  • Check if any alerts have been generated on the Polu Trio resource or gateway, or if there are any error logs in vprobe.
  • If there is an error or alert related to the end device connectivity or authentication, try checking the reachability of the end device from the gateway with the following commands:
    • to ping the IP address provided in the configuration: {ping <IP Address>}
    • to try telnet: {telnet <IP Adress> <Port>}
    • To run an API:

      • Prepare the request payload by using below sample request:

        { “apiVersion”: “debug/v1”, “module”: “Debug”, “app”: “poly-trio”, “action”: “Reachability”, “payload”: { “ipAddressOrHostName”: “”, “protocol”: “https”, “port”: 443, “requestPath”: “”,

        “version”:“v1”,

        “requestMethod”:"<get/post>", “userName”: “”, “password”: “” } }

      • Encode the request payload to base64

      • Log in to the gateway concole and connect to the GCLI terminal using the below command: {## gcli}

      • Run the command using the previously generated base64 encoded string {## sdkappdebug <base64 encoded string>}