Frequently asked questions

    • General

      Q. Are there any restrictions on the 30-day trial?

      A. No, the trial edition comes with all functionalities and you can monitor unlimited number of devices. If you need to extend your evaluation beyond 30 days, please request a license.

      Q. What are the system requirements for OpManager?

      A. Please refer to the System Requirements page.

      Q. Am I eligible for technical support during evaluation?

      A. Yes absolutely. Install a 30-day trial version and register yourself during installation to avail free technical support during evaluation period.

      Q. How is OpManager licensed?

      A. OpManager is licensed based on the number of monitored devices. Any device that responds to an ICMP ping can be monitored using OpManager e.g. Routers, Switches, Firewalls, Servers, UPS, printers. In a virtualized environment, every virtual instance is considered as a separate device for both monitoring and licensing purposes. 

      Q. Do I need to rebuild OpManager from scratch after purchasing?

      A. No, all ManageEngine products are licensed through a registered XML file. One can simply apply the license and use the same OpManager instance in production environments. One can even move the data to a different server if needed.

      Q. Does upgrading to a newer OpManager version cost me?

      A. No, it is absolutely free. All you need to do is, ensure you have paid the Annual Maintenance and Support fee. 

      Q. If I buy more devices or add-ons or plug-ins in future, how does it work?

      A. Absolutely, you can upgrade OpManager at any point of time. For instance, if you wish to upgrade OpManager 250 devices to 500 devices pack, you have to pay only the difference between these price slabs. Similarly for add-ons and plugins, you have to pay only the cost pertaining to it as per the current pricing.

      The newly obtained license file has to be applied on your existing OpManager installation to enable the purchased devices pack or modules. It is not necessary to start things from scratch.

      Q. Can I buy a single 250 devices OpManager license and monitor in two different locations?

      A. No. The license is restricted to a single installation of OpManager and not a consolidated license for the enterprise. In such a case you have to buy OpManager Enterprise Edition for remote network monitoring or separate license for each locations. 

      Q. How does OpManager monitor the devices?

      A. OpManager is an agent-less monitoring and management tool that uses a wide variety of protocols and technologies: ICMP, SNMP, WMI, CLI (Telnet/ SSH), TFTP, SCP. OpManager also includes a Syslog demon, SNMP Trap listener and Flow collectors for NetFlow, sFlow etc.. All these and more bring together many network performance monitoring and management capabilities within OpManager.

      Q. Which vendors are supported by OpManager?

      A. OpManager supports out-of-the-box over 100 vendors. To list a few: 3Com, Cisco, DELL, HP, D-Link, Extreme, Fortigate, Foundry, Juniper, Netgear, Netscreen, Nortel, Linux, Solaris, HP-UX, IBM-AIX, Microsoft Windows, APC, Libert. 

      Q. How many devices can I monitor with OpManager?

      A. The OpManager polling engine can monitor upto 10,000 Interfaces. However this depends on the system hardware, polling frequency and type of devices. The OpManager Enterprise Edition can monitor upto 50,000 interfaces. To know the exact number of interfaces monitored by your OpManager installation, refer to the "About" page in the product (top right-hand side).

      Q. Does OpManager integrate with 3rd party tools?

      A. Yes through API. More about REST API here. Further OpManager integrates with ManageEngine products viz. ServiceDesk Plus, Firewall Analyzer, Applications Manager, NetFlow Analyzer and Device Expert. See more on OpManager Integration

      Q. Can I Install OpManager on Linux? Is there any limitation?

      A. Yes, you can install OpManager on any Linux server viz. RedHat 7.x and above, Debian 3.0, Suse, Fedora, Mandrake. However NCM plug–in supports only Windows OS and doesn’t support Linux.

      Note: Installing OpManager on a Linux server will disable all WMI based monitors.

      Q. Is OpManager using 'Apache Struts' framework?

      A. Apache Struts was used in OpManager till version 11600. Latest version of OpManager doesn't use 'Apache Struts'.

      Note:

      The following CVE id's are not applicable to OpManager:

      • CVE-2013-2251
      • CVE-2017-5638
      • CVE-2018-11776

      Q. What’s the difference between OpManager standalone version and enterprise edition?

      A. There’s no difference in the functionality. OpManager Enterprise Edition is designed to scale the network monitoring and management needs of large enterprises managing more than 500 servers or 5000 interfaces. The Enterprise Edition lets you deploy Probes for scalability on the LAN or in the remote locations to manage distributed networks.

      Q. Can the enterprise edition manage distributed networks?

      A. Yes. Its Central-Probe architecture helps you manage distributed networks from a central location.

      Q. What are the system requirements to install Enterprise Edition?

      A. Refer the detailed system requirements specified here.

      Q. I’m an existing user of OpManager standalone version, can I switch to Enterprise Edition for better scalability?

      A. Yes, if you are managing more than 500 servers or 5000 interfaces, the Enterprise Edition is the best fit for you. Please sign-up using this form. Our support engineers will call and assist you.

      Q. How the Enterprise Edition is licensed?

      A. OpManager is licensed based on the number of monitored devices. Any device that responds to an ICMP ping can be monitored using OpManager e.g. Routers, Switches, Firewalls, Servers, UPS, printers. In a virtualized environment, every virtual instance is considered as a separate device for both monitoring and licensing purposes.

      Q. Is it possible to run the Central and Probe on the same machine?

      A. Yes, it is possible provided you meet the system requirements of both the Central and Probe.

      Q. Is the data communication between the Central and Probe secured?

      A. Yes it is secured. The Central and Probe communicate xml over HTTPS/HTTP connection.

      Q. Does the Enterprise Edition run on MSSQL?

      A. Yes, the Enterprise Edition runs on MSSQL. However it also includes PostgreSQL bundled.

      Q. My Central Server runs on a server in which two ports (port1-main, port2- for failover)work off of different ISPs. Is it possible set up the Central server to fail-over from port1 to the other?

      A. Ideally, OpManager will bind to both the IPs and can be accessed via both the addresses. In the Enterprise Edition deployment, you would have specified the Central Server address in the Probe. If both the IPs resolve to the address you have configured, there should not be any problem. If you have configured one of the IP addresses as the Central Server address, then you must take care to see that it automatically resolves/redirects to the other port that is available to effect the fail-over.

      Q. I'm a service provider and have more than 100 remote sites to monitor. Each site has approximately 10 devices to monitor. Will OpManager Enterprise Edition (EE) suit me?

      A. Yes, OpManager EE is built for scaling to the monitoring needs of emerging and large organizations.

      Q. How can I migrate to Standard edition from v12.3?

      A. You need to migrate to version 124015  or above to apply Standard license.

      Q. Can I downgrade from OpManager Professional edition to OpManager Standard edition?

      A. No. You can only upgrade from OpManager Standard edition to OpManager Professional or OpManager Enterprise edition. Downgrade is not supported.

      Q. Is OpManager Professional edition the same as OpManager Essential edition?

      A. Yes. OpManager Essential edition has now been renamed as OpManager Professional edition.

      I still have some questions which needs clarification!

      If you have any questions about OpManager, feel free to raise a support request and we’ll get back to you.

      Q. Based on what condition are interfaces listed as subinterfaces?

      Subinterfaces are listed based on two criteria

      • When two or more IP Addresses have the same ifIndex in the same device. (You can check it in ipAdEntifIndex (.1.3.6.1.2.1.4.20.1.2) in RFC1213-MIB)
      • When two or more interfaces have the same IP address in the same device or different devices.

      Q. Why are interfaces not rediscovered in my device?

      • Check whether the SNMP Credential is passed in the device.
      • Check whether the ifTable returns an output in the MIB browser (Both Standalone and in OpManager)

      Q. Why is there no data collection at my interfaces?

      • Check whether the SNMP Credential is passed in the device.
      • Check whether the ifTable returns an output in the MIB browser (Both Standalone and in OpManager)

      Q. Why are the interface traffic values displayed as zero?

      Check ifInOctects (.1.3.6.1.2.1.2.2.1.10) and ifOutOctects (.1.3.6.1.2.1.2.2.1.16) for the specified interface in the MIB Browser (RFC1213-MIB)

      Q. Why do traffic values differ from the real-time interface values in my interface graphs?

      Traffic values are different in these Interface Graphs because, data collection happened at a different time. When you check real-time traffic during the interface's next poll, you may find that the real time traffic values and the interface graph values are the same.

      Interface related reports are based on an hourly table. You can check these reports after an hour from when these interfaces were added.

      Q. Why the Ping/Availability status failed for the device even the device is up?

      The following may be the reasons for the ping option to fail even when the device is Up and running.

      1. ICMP agent is not enabled in the destination device. server 

      By default, OpManager checks the availability of a device with the help of ICMP ping function. But some business environment may only use the TCP agent in their devices as per their business functionality. In such cases, you can choose any of the alternate protocols (TCP or SNMP) to monitor the availability of those devices.  

      To change the monitoring method,

      • Go to the Device Snapshot page of that particular device. 
      • Click on the three horizontal lines on the top right corner and select Edit Device details.
      • Select TCP as the method under Availability Monitored via and save the changes. 

      2. The device may not be reachable from the OpManager server.

      The following may be the reasons for a device to be Up and not reachable.

      • Communication port may have been blocked by the Firewall
      • Network latency 
      • ICMP traffic may have been disabled in that particular device.

      User personality identifiable information like an email id/ phone number may be used multiple times in OpManager for various reasons across modules. The Personality Identifiable Information Search in OpManager allows you to locate the modules and view the total number of times a particular identity is used.

      Q. What are the different types of Personality Identifiable Information in OpManager?

      • Email ID
      • Name 
      • Phone Number
      • Mac Address
      • IP Address



    • Inventory

      Q. Why the discovered devices are classified as Unknown?

      The discovered device status is marked as 'Unknown' in the following conditions

      1. The credentials are invalid.
      2. A matching device template is not found. (You can create a custom template or import custom-templates from third party website or forums)

       

      Q. Why is the status of a device shown as 'Not Monitored'?

      The device status is classified as 'Not Monitored' when

      1. The credentials are invalid or outdated.
      2. The device is not pingable from OpManager server.
      3. The device has been unmanaged by the network administrator.

       

      Q. Why are interfaces not rediscovered for the devices?

      It maybe due to the following reasons:

      1. Check if the interface discovery is enabled in the discovery profile.
      2. SNMP credential failure
      3. SNMP timeout due to large number of interfaces

       

      Q. Why do I see new devices being added to OpManager automatically?

      OpManager will add new devices automatically in the following scenarios:  

      1. Scheduled discovery (scheduled by the admin/operator)
      2. Auto VM discovery is enabled
      3. Devices discovered via SNMP traps (Settings > Discover Settings > discover devices via trap)

       

      Q. I have created a custom category, but the same is not listed in Inventory category list. Why?

      After creating a custom category, the operator must associate devices to this category. If not, the newly created category will not be displayed.

      Q. Why are interfaces not discovered for my device?

      1. Discovery - Interface is disabled in the Discovery Profile
      2. Interface type is not selected in the Discovery - Interface page

       

      Q. How to configure multiple threshold severity for interfaces?

      1. Go to Inventory>Interfaces
      2. Choose the required interface from the list
      3. Click on the menu icon on the top right corner of the interface summary page
      4. Click on Threshold Settings and assign the threshold values for attention, trouble, critical for Utilization, Error Rate & Discard Rate
      5. Click on Save

       

      Q. How to view interface graphs for multiple interfaces in a single page?

      1. Go to Inventory > Interfaces
      2. Select the required interfaces by ticking the appropriate check boxes and click on Generate Reports button on the top right corner.
      3. Choose the time frame, monitoring parameters and click on Generate Report.

      Q. Why am I receiving wrong interface alerts?

      Ifindex is an unique number that identifies each and every interface. When an interface is changed physically, the ifindex also changes. But, in OpManager, that interface will still have its old ifindex value. This directly affects the monitoring and data collection of that particular interface and triggers wrong alerts. You can either persist using the same ifIndex or enable schedule rediscovery for those interfaces in particular. 

      Q. Why there is no data when I choose custom time less than 1 day?

      Reason: OpManager archives and maintains data from different performance tables regularly. 
      Likewise, the data collected at that very instance is stored in the Statsdata table. This is known as raw or current data. This table is created every 24 hours, which means the backup of the previous day's data is carried out at the end of the day. So, when the custom time period mentioned is less than a day, OpManager will not have any data to display. 
      Solution: Since the backup takes place between 23.55 hrs to 23.58 hrs every day, specifying the duration from that day's midnight to the next day's midnight will fetch the necessary information.To know more about generic data archiving behaviour in OpManager, visit https://www.manageengine.com/network-monitoring//faq/performance-monitor-data-archiving.html?utm_source=inproduct%27.

      Q. Why does the real time graph values differ from the interface snapshot graph values?

      The primary reason for this mismatch is the fact that both the graphs fetch data in two different ways. In the real time graph, the refresh rate is set to 1 second by default and the polling happens every 10 seconds. Concurrently, in the interface snapshot graph, the default polling interval is 15 minutes, but can be customized to a minimum of 30 seconds. Here, the polling happens for the time interval that is specified by the user. Clearly, both the graphs fetch data at different polling intervals and operates differently. 






    • Workflows

      Q. What is Workflow?

      Workflow is a framework used to automate tasks. It lets the users define conditions, variables and actions for performing tasks. Workflow helps in hassle-free network management and it is completely code-free. To know more, click here.

      Q. What are workflow variables?

      Workflow Variables are used to append dynamic values in a field of task. For e.g, let us consider a workflow variable $[DeviceName].

          • When an alarm is triggered by the unavailability of a device, we can automate troubleshooting process with Ping Device command in workflow.
          • Using the DeviceName (for e.g, Windows-7187), the action Ping Device can be automated for that particular device.
          • On the other hand, by using the variable $[DeviceName], the same action can be automated for any device, as defined by the user.

      Click here for the list of workflow variables and their functions.

      Q. What are the types of triggers available in workflow?

          • Alarm Trigger - Workflows are triggered based on generated alarms
          • Schedule Trigger - Workflows are triggered on a specific time as defined by the user. To know more, click here.

      Q. Is there any workflow action available for add-on products?

      Workflow actions are available for Network Configuration Management (NCM) add-on. To know more, Click here.



    • Business Views

      A. Before checking the link connectivity status and traffic GUI in Business View, make sure:

      • There is active signal transmission between the devices present in the Business View.
      • There is an active physical connection between the devices that have been connected in the Business View using the connection link.

      In Business View, click on the link connecting the various devices to know the connectivity status and traffic. For the sake of simplification, prefer creating a layer 2 map with your devices and then converting them to Business View using the Save as Business View option in Layer2 Maps.

      Calculating the speed of the interface link in OpManager's business view:
      The interface link's speed is the average of InSpeed and OutSpeed of the interface. i.e, Speed = (InSpeed + OutSpeed)/2
      For Example:
      If InSpeed = 200 Mbps; OutSpeed = 300 Mbps.
      Then, Speed = (InSpeed + OutSpeed)/2 = (200 + 300)/2 = 500/2 = 250 Mbps.

      Q. Why the device icons in my BV are displayed in very smaller/negligible size?

      A. Business view is set to Fit to screen by default. Change this option to Normal Screen by clicking on the square icon near the zooming option. To magnify the view even further, press the "+" icon until a satisfactory size is achieved.

      Q. How can I edit multiple links, devices or shortcuts in a Business view?

      A. Select a Business View and click on the edit button. Now, press ctrl and choose multiple devices. Click on the Properties icon near the Grid icon and open the Bulk edit option. You can now edit multiple devices and links at once.

      Q. How to view the status of multiple site maps?

      A. A Business view can be embedded within a business view using Shortcuts. To create a shortcut, 

      • Create a new Business view or open an existing one and click on Edit.
      • Click on Add Shortcut icon on the toolbar, configure shortcut properties by assigning the Business view this shortcut icon should represent and click on Save.
      • Clicking on this shortcut will open the Business view that it is linked to. You can create multiple shortcuts in a single Business view.

       

      A. Connections between devices and shortcuts can be made by Links. To establish connection between devices/shortcuts, select a device and choose the Add Link icon from the toolbar.
        An alternate option is to drag the link button present at the top right corner of the source device's icon and drop it on the destination device's icon.

      A. To view the traffic/link arrow, open a Business view and click on Edit. Double click on a link connection and enable the Show Arrow option and press Save. Ensure there is traffic in the link for the arrow to be displayed.

      Q. Why am I not seeing Traffic Load Legend in a few Business view maps?

      A. The absence of a map legend can be attributed to the following reasons:

      1. Absence of link connection.
      2. when there is no traffic available
      3. The devices in the business view should not be in an unmanaged state.

      Q. How to provide user access only to the devices of a particular business view?

      A. Go to Settings > Basic Settings > User Management. If you wish to add a new user, click on Add User and fill the role and credentials listed under the User Details tab. If not, select an existing user from the list below.  Click on Scope tab. Here, a list of all the existing Business views can be found. Click on Selected Business Views and choose the business views that the user can access. 



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