Troubleshooting

Start with the status and its freshness. A missing result and a current failed check require different next steps.

A device shows NO DATA

1. Check the device’s Monitoring method and the host, web interface, or port it requires.
2. In the device editor, check the Collector line. If automatic selection cannot choose a collector, review Area and subnet coverage or choose a specific collector with Change. Open Collector and check that the assigned collector is reporting for the correct Organization.
3. Confirm the collector is running and its Mac is awake and connected.
4. Check the Mac’s local network permissions and its access to the device.
5. For HTTP or TCP checks, confirm the assigned collector supports them. HTTPS checks need a trusted certificate; a certificate failure leaves NO DATA.
6. Allow a fresh check to arrive, then zoom into the device on the dashboard again.

A device in your inventory can still be useful without monitoring. Do not remove it simply because it has no current evidence.

A device shows offline

Check the device’s power and network connection. Confirm that the documented monitoring host and monitoring method are correct. Check the selected destination from the collector’s Mac. If the application works but the configured check fails, offline does not establish an application failure.

A saved destination will not open

Review the saved address and confirm your browser can access that device or page from your current network. The shortcut does not provide remote access to your network.

Pairing did not finish

Check that you chose the correct Organization and that the collector is open. If the code expired, generate a new one and try again. To reconnect a revoked collector while keeping its settings, choose Restore collector on its card and pair the app with the new code. To add a separate computer, choose Add another collector. See Set up a collector. Do not share pairing codes in screenshots or support messages.

A scan cannot run

Confirm the collector selected for the scan is running and can reach the selected network. Check local network permissions on its Mac. A scan error does not establish that the devices on the network are offline.

Watchtower cannot load current information

Check your connection and try again. An unavailable view is not evidence that all devices failed. When requesting help, describe the action you took and the visible message. Leave passwords, pairing codes, device addresses, and customer information out of screenshots you share.