Use these tables for first-line diagnosis. Contact Monozu support when the issue involves claim pairing, licensing, or appliance recovery.
| Symptom | Likely cause | What to do |
|---|
| Device Offline in Edge Devices | Pairing incomplete, firewall, or network outage | Confirm Monozu completed claim pairing; check outbound HTTPS to cloud.monozu.io and api.cloud.monozu.io — Network & Connectivity |
| Claim code expired | Delay between on-site registration and pairing | Ask Monozu to re-run pairing; technician may need monozu edge register again |
| Cannot SSH to appliance | Wrong IP/VLAN or local ACL | Verify cabling, DHCP, management VLAN; use local console if available — Connect & Register |
| Discovery empty | Wrong LAN port, module disabled, or scan pending | Confirm LAN cable; wait for scan interval; check license — Asset Discovery |
| VPN users cannot connect | Hub hostname, policy, or edge offline | Verify edge Online; review VPN policies |
| Symptom | Likely cause | What to do |
|---|
| Host stuck in Pending | Awaiting administrator approval | Approve Host Agents |
| Host never appears in Pending | Wrong enrollment key, expired key, or blocked HTTPS | Regenerate key; verify outbound access to api.cloud.monozu.io — Install |
| Inventory stale | Agent stopped or host offline | Check service on host; re-approve or reinstall if revoked |
| Duplicate assets | Discovery and agent both reported same host | Merge in CMDB; align hostname/MAC conventions |
| Symptom | Likely cause | What to do |
|---|
| SLA timer not starting | No matching SLA policy for severity/site | Create or enable policy under Settings → SLA Policies |
| SLA paused unexpectedly | Incident in waiting state with pause enabled | Review incident status and policy pause on waiting option |
| No breach notification | User notification preferences off | Settings → Notifications — enable incident SLA categories |
If browsers or appliances fail only on corporate networks:
- Allowlist
cloud.monozu.io and api.cloud.monozu.io for outbound HTTPS.
- Avoid TLS interception that breaks pinned certificates on edge agents.
- Retest from a VLAN that mirrors production egress.
Gather tenant name, site, device or hostname, and approximate time of the issue, then contact Monozu support. For edge pairing, do not share claim codes in unsecured channels.
