Troubleshooting and FAQ

The node does not appear under "Check it connected"

1. On the server: cd /opt/retivo-node && docker compose logs --tail 50.
2. If it says it cannot reach dash.retivo.net, allow outbound HTTPS (TCP 443) to it, including through any proxy.
3. If it says the token is not valid, copy the command again from Download & setup. Tokens stop working when someone presses Make a new token.
4. If it says the license is not active, activate one on License.

A device shows as down but it is up

Retivo uses ping, and a TCP connection where ping gets no reply. Check from the node's server that the device answers: ping -c 3 <device address>. Firewalls between the node and the device often drop ICMP or SNMP.

Backups fail

Open the device page; the last backup message says why. The usual causes:

• wrong SSH credential, or the account lacks rights to show the running config,
• SSH not enabled, or on a port other than 22 (set the port on the device),
• the wrong platform chosen for the device.

The device has no vulnerabilities listed

The OS version is unknown. It is read over SNMP, over SSH, or during the first backup. Check that one of them works, then press Check vulnerabilities now.

I did not get the sign-in code

Codes come from no-reply@mg.retivo.net. Check spam, then press Send a new code. A code works for 10 minutes.

Active Directory sign-in says the node is not online

AD passwords are checked by your node. Make sure at least one node shows as online on your overview, and that it can reach a domain controller on port 636 (LDAPS) or 389.

How do I move to another server?

See Move the node to another server.

Is my data sent to Retivo?

Device credentials, configs and the device database stay on your node. See Architecture.

Still stuck?

Write to hello@retivo.net with what you tried and the node's log lines.