User Guide:Troubleshooting Guide

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Finding Help

Need help with your Netmon server appliance? We’re here to help. For Registered Product Subscribers, assistance is just a call or click away.

Troubleshooting the Packet Analyzer

Here are a series of tips for troubleshooting Netmon's packet analyzer:

No Visible Traffic

  • Ensure that one or both network cards are plugged into a port on the switch which is receiving a copy of all of the network traffic through port forwarding, SPAN, port mirroring or a similar mechanism.
  • Ensure there is a valid network link by verifying that the network jack itself displays a flashing or solid green light for both network cable connections.
  • Be sure you have not applied a traffic filter or host filter in the Visual Network Explorer which is not present on your network, causing no devices and traffic to be shown in the VNE.

Seeing Partial Traffic

  • If you're seeing mostly broadcast traffic (directed to x.x.x.255 addresses) and only a few instances of other types of activity, chances are that port forwarding is not configured correctly your switch. Netmon's secondary network card operates in promiscuous mode, which means that it will capture all broadcast traffic for the entire network segment being monitored, regardless of whether or not port monitoring is correctly configured.

Troubleshooting Email Alerts

Here are some tips for troubleshooting Netmon's email alerts:

1. Click Settings > Initial Setup Tasks > Alert Testing Utility.

2. Choose an appropriate Recipient from the available list.

3. Click the Send button.

Netmon will attempt to send a test alert message to the specified recipient. You will see the output provided by your mail server in the window. If the alert was relayed successfully, you'll receive it by email, along with an OK message in the output window.

If the alert was not relayed successfully, you will see the error message returned by your mail server in the output window. The most common problem seen here is that the mail server is not configured to permit the Netmon server appliance to relay email messages.

Troubleshooting Pager Alerts

Here are some tips for troubleshooting Netmon's pager alerts:

  • Be sure the modem on your Netmon server appliance is connected to a dial tone via the supplied telephone cable. This line should be a plain analog line, similar to what would be required for a FAX machine. Certain phone systems do not provide a dial tone that is usable by the Netmon server.
  • It’s important to distinguish between the Pager Terminal Number and the Pager Number. The Pager Number is usually the number that people dial when they wish to send you a page. The Pager Terminal Number is a special access line provided by your paging company. Instead of a voice prompt, it provides a TAP-compliant handshake to facilitate electronic communications with a system like Netmon for automated paging. In most cases, you’ll need to contact your paging service provider to acquire this number.

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