Here are the troubleshooting steps for some of the common errors that


Please note that if you are trying to discover computer assets, then installing the Freshservice Discovery Agent will help avoid most of these errors in future.


Installation Errors


Unsupported Operating System

Cause: Discovery Probe doesn't support this OS yet
  • Send us the details of your Operating System at support@freshservice.com. We'll get in touch with you


The application requires .Net Framework 4.6 

Cause: Your device requires .Net 4.6 to install the Probe
  • Please download and install .NET 4.6 and retry installing the probe. (.NET 4.6 can be downloaded from this link)


Authentication Errors


Error: Unable to Connect to Freshservice

Cause: Internet connection issues or a Proxy is configured
  • Check if the device can connect to the internet
  • If you have a proxy configured, provide the proxy information and retry authenticating the probe
  • If the issue persists, reach out to support@freshservice.com.


Error: Unable to Connect to Freshservice. Please check the proxy setting

Cause: Incorrect Proxy credentials or Firewall issues

  • Check if  the device is connected to the internet
  • Check the Proxy credentials
  • Check if there is a firewall blocking communication from the probe to Freshservice



Migration Error


Migration Failed

Cause: The database migration was not successful after reinstalling the new version
  • Send us the DB file of the Discovery Probe to support@freshservice.com. We'll get in touch with you.


Scan Related Errors


DCOM / Firewall Settings Error

Cause: There is an error with your DCOM/Firewall Settings that doesn't permit the asset in your network to make WMI requests

  • Download this executable file in the client device.
  • Locate FSScanConfig.exe in the downloaded folder on the client machine and double click it.
  • UAC dialog box will prompt for Administrator access. Click Ok.
  • The DCOM/Firewall Settings should be resolved now.


Requests Blocked by Firewall

Cause: The ports required for sending and receiving WMI requests in the device might not be open.
  • Download this executable file in the client device.
  • Locate FSScanConfig.exe in the downloaded folder on the client machine and double click it.
  • UAC dialog box will prompt for Administrator access. Click Ok.
  • The DCOM/Firewall Settings should be resolved now.


Invalid SSH Credentials

Possible Cause 1: SSH credentials given in the scan page might be wrong.
  • Update the username and password for your SSH connection.

Possible Cause 2: Sometimes, scanning certain parts of your devices might require root access (for Linux and OS X users) 

  • Please check if the device was turned on during the scan. 
  • Try passing the root password of your machine to the Probe (optional).

SSH Connection Disabled

Cause: The SSH Connection is disabled


To enabled SSH on Mac OS X:

  • Go to System Preferences → Sharing (under Internet & Wireless)
  • Enable 'Remote Login' on the LHS list
  • Select 'All Users' under 'Allow access for'

Linux Users and Mac users can also download and Install SSH server and Client in the device.

Unable to Ping Device

Try pinging the device manually
  • Open command prompt in your computer (Terminal if you are using Linux or OS X)
  • Type “ping <HostName / IP>”
If all the packets are sent and received and if you do not see any timeouts, then everything is working fine. Try scanning the specific device again in Probe

Possible Cause 1: The device is unavailable in your network

  • Ensure that the device is available in the same network.


Possible Cause 2: The device is currently turned off

  • Check if the device was turned on during the scan. 


Possible Cause 3: Your firewall is blocking ICMP packets from the Discovery Probe

  • Check whether there is an Inbound rule in your Firewall Settings to allow ICMP packets.  If not, create an Inbound rule in Firewall to allow such one.


Other 


Error: Freshservice Account Suspended/Deleted

Cause: Looks like the account that was connected to the probe has been suspended/deleted


Error: Probe removed in Freshservice

Cause: Looks like the probe has been removed in the Freshservice application (Admin -> Discovery -> Probe -> Remove)
  • Please reach out to your administrator for more information

  • If you would like to re-use the probe, please uninstall and reinstall the probe


General Errors

  • Unknown Error
  • Unable to Identify Device Type  
  • Connection Timed Out (SSH)
  • Unable to Identify SNMP Device - Learn more about SNMP Device Scanning here
  • Connection Timed Out (SNMP)   
  • Server is Unreachable
In case you come across any of these general errors, please collect your log file from your installation folder (for example: C:\Freshservice\FreshserviceProbe_1.00\logs) or take a screenshot of what you are looking at in your end. Send them over to support@freshservice.com and we'll get in touch with you right away.