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How To: Using Sonar's Customer Portal
Accounts
Account Types: Overview & Example Use Cases
Account Statuses: Overview & Example Use Cases
Account Management View: Overview
Scheduled Events: Overview & Use Cases
Notes & Tasks: Best Practices & Use Cases
Child Accounts: Best Practices & How Tos
Disconnecting an Account
Understanding the Affordable Connectivity Program
FCC Broadband Data Collection (BDC) Filings: How Sonar Can Help
Account List View: Overview
Specify Account ID upon Creation
Lead Intake Form Processing
Account Groups: Overview & Example Use Cases
CPUC Fixed Broadband Deployment by Address
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Serviceable Addresses: Overview and Usage
FCC Data Exports: General Overview and Usage
Creating a New Account
Billing
Setting up Bank Account & Credit Card Processors
Billing Settings
Billing Defaults
Taxes Setup
General Ledger Codes: Overview
Services: Overview
Building a Data Service
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Delinquency Billing Best Practices
Accounts in Vacation Mode
Batch Payments & Deposit Slips: Overview
Creating Discounts for Services and Packages
Setting Up Payment Methods and Taking Payments
Canadian ACH tool
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Delinquency Exclusions: Overview and Use Cases
Multi-Month Billing & Multi-Month Services
How to Take Bank Account Payments
Email Invoice Batch: Overview
Manual Transactions
ACH Batching: Overview
Billing Calculator
General Transactions: Best Practices
How Sonar Prorates Billing
Usage Based Billing Policies: Overview and Usage
How to: Adding a Service to an Account
Usage Based Billing Policy Free Periods: Overview and Usage
Using Tax Exemptions - How To
Avalara: Overview & Setup
Print to Mail
Communication
Setting up an Outbound Email Domain
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Call Logs: General Best Practices
Using the Mass Message Tool
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Using Outbound SMS
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Trigger Explanations
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How to: Setting Up a Company in Sonar
Managing Multiple Companies in Sonar: Best Practices
Rebranding your Sonar Instance
Financial
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Invoice Attachment Use Cases & PDF Examples
Invoice Messages: Overview & Use Cases
Invoices in Sonar: Examples, Creation & Contents
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Calix Integration: Overview
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Webhooks in Sonar: Basic PHP Example
How to Connect Cambium to your Sonar Instance
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The Sonar Field Tech App
How to Connect Preseem to your Sonar System
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GoCardless Integration: Overview & Setup
Vetro FiberMap Integration: Overview
How to: Using Webhooks in Sonar
CrowdFiber Integration
Inventory
Setup of Inventory: Manufacturers, Categories, and Assignees
Inventory List View: Overview
Inventory Model Management: General Overview
Tracking and Using Consumable Inventory
Jobs
Job Types: Best Practices
Setting Up Schedules General Overview
Applying Task Templates to Jobs
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Example Jobs & Templates
Scheduling How-to: Creating and Booking a Job
Geofences: Overview
Edit Job Options
Jobs and Scheduling: Overview
Mapping
Misc.
Monitoring
Building a Monitoring Template
Pollers: General Overview, Deployment Strategy, Build Out & Setup
Building Alerting Rotations
Poller Troubleshooting
Networking
IP Assignments & Sonar
MikroTik: Setting Up a Sonar Controlled DHCP Server
IPAM: Basic Setup
MikroTik as an Inline Device: Integration With Sonar
MikroTik: Controlling Speeds
MikroTik: Controlling Access
PacketLogic: Integration With Sonar
Setting Up CoA Proxy
RADIUS: Building Reply Attributes
Data Usage Available Methods
Pulse, Polling, and PHP
Using Multiple Network Devices in Sonar
IPAM: Overview
Cable Modem Provisioning
LTE Integration
Assigning RADIUS Addresses
Controlling Customer Speeds with Sonar: General Overview
Sonar Flow
RADIUS: Build-Out & Integration with Sonar
Network Dashboard: Overview
Being Cloud Native
Netflow Integration: Overview
Building a Device Mapper
Sonar IP Addressing
Automating IP Assignments, Data Rates, and Network Access in Sonar
DHCP Delivery
Assigning an IP Address Using Sonar's IPAM: How to
Network Sites: Management View Overview
Building RADIUS Groups
Building Address Lists
Finding your OIDs
Purchase Orders
Release Notes
Reporting
Understanding Sonar Reports
How To Enhance Your Reporting With Custom Field Data
Report Licenses
Enhanced Business Intelligence - Tips & Tricks for Advanced Users
Sonar's Business Intelligence: Overview
Security
User Role Creation & Best Practices
Removing a Terminated Employee In Sonar
Password Policy In Depth
Application Firewall: General Overview and Best Practices
Auth0: Overview
Users: Overview
Role Creation using GraphiQL
Sonar Billing
sonarPay
sonarPay Disbursements: Overview
sonarPay Overview
sonarPay: Token Migration Process
sonarPay Chargebacks & Disputes: Overview
System
How to Best Use Global Search
How Your Data is Backed Up
How To Use GraphiQL to Understand the Sonar API
Frequently Used Terms
Sonar's Rich Text Editor
Mutations in the Sonar API
Notification Preferences
API Calls Using Third Party Applications: Personal Access Tokens
Date/Time Picker: Overview
The New Sonar API
Introducing the New Sidebar
Upgrading your Ubuntu OS - Customer Portal Upgrades
A Deeper Dive into the New Sonar API
Consuming the Sonar API
Filtering: Simple vs Advanced
Browser Compatibility and Minimum Hardware Requirements for Sonar
REST API Wrappers for V1 Compatibility
User Profile: Your Personal User Settings
SMS Notifications
Dynamic Time Zones in Sonar
System Settings: Overview
Troubleshooting the Customer Portal
Controlling Your Landing Page: Personal Preferences
Interacting with Files via the API
Getting Your Data into Sonar
Customizing Your Customer Portal
Ticketing
Ticketing: Overview
Canned Replies Examples & Templates
Canned Reply Categories
Inbound Mailboxes Example Build
Ticket Categories Best Practices & Example Build
Exploring Ticket Groups
Using Parent Tickets
How to Integrate Inbound Mailboxes with Slack
Advanced Ticketing Features
Voice
API Changes for Voice Billing
Best Practices to Remain CPNI Compliant
Billing Voice Services in Sonar
Deploying Voice Services in Sonar
Working With the Sonar Team & Additional Resources
Sonar's Security Practices & Certifications
Sonar and General Data Protection Regulation (GDPR)
Technical Security Overview
CyberSecure Canada Certification
Sonar's Security Strategies
Best Practices for Fast Tracking a Support Request
How Sonar Bills Your Instance
The Sonar Status Page
The Sonar Community Forum
Feedback Portal / Suggest a Feature
Sonar Casts Table of Contents
How to Request Termination of your Sonar Instance
Submitting Bugs vs. Feature Requests
Third Party Customer Support Referrals
New Client Training Overview
Learning with Sonar: Tools and Resources
Table of Contents
- All Categories
- Monitoring
- Poller Troubleshooting
Poller Troubleshooting
Updated by Jennifer Trower
Read Time: 5 mins
Why is my Poller not communicating with Sonar?
One of the many issues that can occur when configuring the poller is a failure of the device or Virtual Machine you've configured to poll your network reporting the data back to your Sonar instance. This can result in all devices showing as "good" when observed on the Network panel, even if they've never been contacted. If you suspect your Poller isn't communicating with Sonar, you can review the following troubleshooting guidelines:
- In the Poller GUI, check the API key and the link to the Sonar instance to make sure both are correct.
- Your Poller may be polling too many devices simultaneously or polling your devices too frequently. You can uncheck some of the subnets on the Monitoring Template to see if it makes a difference, and if so, deploy additional pollers. You may also need to increase the "Account Polling" setting within your instance, under Settings > Monitoring > Poller Settings.
- Your Poller hardware may be running out of disk space. Running the command below will tell you how your disk usage is doing as well as which top 3 poller directories are taking up a lot of space.
# See how much used/available disk space you have:
df -h /
# See which poller-related directories are large:
du --exclude=vendor -h /usr/share/sonar_poller | sort -hr | head -3
Why is my Poller not polling my inventory item(s)?
If you're experiencing issues with the Poller returning results for specific Inventory Items, then there are some alternative troubleshooting steps to explore. For the purpose of these troubleshooting guidelines, we'll assume the Poller hardware is connected to the network without issue, is running a default configuration, and communicating with Sonar properly. From this point, it becomes an exercise to ensure your inventory items and monitoring templates are correctly configured.
- There may be an issue with the monitoring template you've configured within your instance. To check the configuration settings, go to Settings > Monitoring > Network Monitoring Templates and edit the template responsible for the inventory item(s) not being polled:Ensure that:
- You have a template,
- You have added the Inventory Model you want to monitor to the template,
- The template is configured to monitor ICMP and/or SNMP
- There may be an issue with how the Poller is configured within your Sonar instance. Navigate to Settings > Monitoring > Pollers and verify the configuration of your Poller by clicking the "Edit" button:Ensure that the Poller you have configured is set to monitor the subnet that you expect it to. Verify by clicking the "Edit" and ensuring that the subnet in question is checked.If no Poller details are shown, as depicted in the screenshot example, it's because your Poller has never contacted your Sonar instance. In this case, refer to the previous section for troubleshooting.
- The lack of reporting for your Inventory Item may be due to how the IP Address is assigned. If the IP Address isn't assigned to the MAC Address, IMSI Field, or the Inventory Item itself, the IP address won't be polled. Applying the IP Address to an entity, such as Network Site or Account, will not work. The IP must be assigned to the item in some way, which can then be assigned to the entity.
- In the image below, IP addresses 1, 2, and 3 in the list will be monitored, because the assignee column shows that 1 and 2 are assigned directly to an item, and 3 is assigned to an item’s MAC address. The bottom address, however, is assigned directly to the account, so it will not be monitored.
- Open the Poller’s web interface at https://<poller-ip> and click the Logs button at the top and see if anything indicates what might be wrong. From there, you can also enable debug logging by checking “Log all errors”
Device(s) in Sonar shown in a "Down" state when they should be "Good":
In some cases, devices in Sonar will be shown as "Down" in the Network section of your instance, but further testing will show that these devices are working just fine. In these cases, follow the troubleshooting steps below:
Check to see if the Poller is reporting that both ICMP and SNMP are down. If only SNMP is being reported as down, it is a false positive due to SNMP communication failure. In that event, proceed below.
Perform a “MIB walk” using the Net-SNMP tools on the poller to make sure the device is able to respond to SNMP walk requests. For SNMP version 1, the Sonar poller uses snmpwalk
; for versions 2c and 3, snmpbulkwalk
is used. You should do the same when testing.
- To test a device using SNMP version 1:
snmpwalk -v 1 -c <community> <inventory-item-ip-address>
For example:snmpwalk -v 1 -c superSecret 198.19.8.33
- To test the same device using SNMP v2c:
snmpbulkwalk -v 2c -c superSecret 198.19.8.33
- The command format for SNMP v3 is very different. Take the values from the Sonar dropdowns under Settings > Monitoring > Network Monitoring Templates > SNMP Settings:
snmpbulkwalk -v 3 -l <security-level> -a <authentication-protocol> -A <authentication-passphrase> -x <privacy-protocol> -X <privacy-passphrase> -u <community> <inventory-item-ip-address>
For example, if your community (aka, username) is “sonar”:snmpbulkwalk -v 3 -l authPriv -a SHA -A nowSecure1 -x AES -X nowSecure2 -u sonar 198.19.8.33
If your poller doesn't respond, make sure SNMP is enabled on the device and the community string / credentials match what is defined on the Monitoring Template.