Fix scan issues

[ Applies to ] StorageGuard 9.2 and later  /  All supported storage, backup, SAN and cloud systems  /  Windows and Linux deployments

When a scan can't collect everything it needs, StorageGuard records a data collection issue and marks the system as partially scanned or failed. Nearly every scan error comes down to one of five causes: the system can't be reached, the credential is wrong or expired, the account lacks privileges, a command fails on the system, or the scan ran out of time. This article shows how to find the error, match it to a fix, and confirm the fix with a rescan.

Find the error

There are three places to look, from the quickest overview to the exact command that failed:

Assets inventory: which systems have errors

1. Go to Assets > Inventory.
2. Sort by the Scan Status column. Anything other than Fully Scanned needs attention.
3. The Scan Errors column shows how many issues each system has. Click the number to open them.

Data collection issues: what went wrong

1. Go to Settings > Diagnostics > Data Collection > Issues.
2. Open the tab for the kind of system: Storage systems or Backup systems. Each lists the open issues for that kind, with the system's name. To include suppressed issues, switch the toggle from Unsuppressed to All.
3. Select an issue. The Issue Preview area at the bottom of the page has two tabs: Details, with the specifics of the failure, such as the connection error, or the API call that failed with its error code and message; and Notes, where you can record what you found.

Column	What it shows
Severity	How much the issue affects the reliability of the collected data.
Type	The kind of issue, such as connection, authentication or command failure.
Summary	A short description, usually naming the command or step that failed.
Storage system / Backup system	The system the issue was raised on.
Proxy	The data source or collector used to scan the system.

The third tab, Un-scanned entities, lists storage and backup systems that discovery found but that haven't been scanned. If a system you expect to see in the inventory is missing, look here first: it usually means the system isn't in any scan task's scope, or has no connectivity policy.

Task Manager: the exact command

1. Go to Settings > Task Manager and open the Failed tab (or Finished for scans that completed with errors).
2. Click the … menu on the scan task and select Scan Overview.
3. Open Commands. Each command the scan ran is listed with its result, so you can see which one failed and what the system returned.

Match the error to a fix

What you see	Likely cause	What to do
Connection Failed or Ping Failed	StorageGuard, or its collector, can't reach the system.	Check the IP address or host name, and that the required ports are open from the server or collector to the system. See StorageGuard Network Port Requirements.
Authentication Failed	The password is wrong or has expired.	Update the credential. For rotated passwords, use a PAM vault, or set the credential's expiry shorter than the target's password policy. See Add a credential.
Missing Credentials or Multiple Credentials	The connectivity policy has no credential for this system, or more than one applies.	Check the connectivity policy assigned to the system. See Create the connectivity policy.
A permissions error, or a command that returned access denied	The account lacks the privileges the scan needs.	Grant the permissions listed in the platform's scan requirements article (StorageGuard Scan Requirements). For hosts, add a sudo configuration to the connectivity policy.
A sudo error	The sudo path, credential or PTY setting is wrong.	Check the sudo configuration in the connectivity policy. Select PTY if the system only allows interactive SSH sessions.
Command not found	The application is installed in a custom path.	Contact Core6 Support with the command name and the actual path on the system.
Data Collector Not Available	The collector that scans this system is down or disconnected.	Check the collector's service and its connection to the server. See Install and register a collector.
Scan Timed Out	The scan didn't finish in time.	Check network latency to the system and that the task's Max Task Duration is long enough. If it keeps happening on one system, contact Core6 Support.
Partially Scanned with no obvious cause	Some information couldn't be retrieved.	Send a support bundle to Core6 Support, below.

Suppress or annotate an issue

If an issue is expected and you've decided to accept it, suppress it so it no longer appears in the default view. Right-click the issue and select Suppress. To bring it back, switch to All, right-click it and select Un-suppress.

To record what you found or who owns the fix, select the issue, open the Notes tab in the Issue Preview area, enter your note and click Save.

Rescan and confirm the fix

1. If you changed a credential, connectivity policy or network rule, right-click the data source or system and select Verify. This tests connectivity and authentication without a full scan.
2. Rescan the system: select it in Assets > Inventory and click Scan, or rescan the data source. See Scan a single system or data source.
3. When the scan finishes, confirm that Scan Status is Fully Scanned, Scan Errors is empty, and the issue is gone from Data Collection > Issues.

Send a support bundle to Core6 Support

If you can't resolve an issue, create a support bundle for the affected systems and attach it to your request.

1. Go to Settings > Diagnostics > Support bundle.
2. Enter the names of the affected configuration items, or click them in the table to add them.
3. Click Download Package and wait for the package to download.

Related articles

• Run your first scan and confirm collection succeeded
• Set up credentials and connectivity policies
• StorageGuard Scan Requirements
• Find logs and send a support bundle