Troubleshooting
Troubleshoot common results
Use the exact collector result to find the next action without repeating a successful read.
On this page
Read the message first
| Message / condition | What to check | Next action |
|---|---|---|
| Credentials refused | Vendor account, password/key, expiry and all supplied sign-ins | Correct the vendor credential. Do not replace the ConfigProof token for a device-authentication error. |
| Not reachable | Management address, VPN, DNS, route and port | Test from the collector workstation. |
| Timed out | Reachability or slow/throttled API | Wait for the current run to settle, then review network/device load. |
| Not allowed | API role, scope, trusted source and required read permission | Have the platform owner authorize the missing read. |
| Not supported | Wrong target, unsupported response or installed collector version | Use the matching source and current download. |
| Read, not delivered | Workspace token or upload connectivity | Use saved-delivery retry after fixing the upload path. |
| Read and delivered | Delivery result and analysis status | Open the result; complete any requested selection. |
Workspace-token errors
| Code | Action |
|---|---|
| token_missing / token_invalid | Paste the complete intended cpc_ token. |
| token_expired / token_revoked | Obtain a fresh authorized token. |
| token_spent | A Single use token or its upload allowance is spent; use a new token for additional deliveries. |
| token_limit_reached | Ask the owner to review unneeded active tokens before creating another. |
Certificate or SSH-key change
Verify the device with its owner before updating a changed certificate or SSH key. Check for a wrong hostname, proxy or replaced endpoint; keep global verification enabled.
Some devices or endpoints were not read
Check failed rows and coverage. Manager access does not guarantee managed-device access; cloud reads may depend on roles or licenses. A missing response does not mean empty configuration.
What to include when asking for help
- Collector version, operating system, vendor and firmware.
- The selected source and connection method.
- The exact result message and whether read or delivery failed.
- A screenshot with names, tokens, addresses and customer labels hidden where sensitive.
- No passwords, API keys, raw device-state exports or private keys.