How to resolve the error 'The appliance is unable to connect and send monitoring data to the Dashboard'

Introduction

When checking the IBDR Appliance management console you may get the following error message:

The appliance is unable to connect and send monitoring data to the Dashboard. Click here for more information on possible causes and solutions.

This error indicates that the appliance is unable to communicate with the Infrascale Dashboard.

There are a few potential causes of this issue:

1. Appliance services responsible for connection to the Infrascale Dashboard are stuck.
2. Infrascale Dashboard username, which was used to register the IBDR appliance, is inactive, deleted, or the password has been changed.
3. Appliance is unable to communicate with it's backend services due to network issues (for example hostnames or ports are blocked by the firewall; DNS server is not set or unreachable).

Instructions

Reboot the appliance

As a basic troubleshooting step, it is recommended to reboot the appliance first to ensure that the device and all of its services are running properly. Once rebooted, it will try to reestablish the connection to the backend services.

You can find the steps to reboot the appliance on the following page:
How to reboot an IBDR Appliance via the Management Console

Verify the Infrascale Dashboard account credentials and re-register the appliance

1) Check the username which was used for registration on the appliance. You can find it by going to Settings > Registration on the appliance Management Console.

2) Try to log in to the Infrascale Dashboard using the same credentials.

You can find the steps to login the Infrascale Dashboard on the following page:
How to log in to the Infrascale Dashboard

In case you are unable to login, please try to reset your password.

3) If you are able to log in the Infrascale Dashboard, try connecting to the appliance from the LAN using the IP address and re-register it again.

Verify that the required hostnames and ports are whitelisted

The services in question on the appliance are using specific hostnames and ports to connect to the Infrascale Dashboard. It is recommended to confirm with your network team that the necessary hostnames and ports are whitelisted.

You can find the full list of hostnames and ports used for a specific functionality on the following page:
Network ports used by the Backup & Disaster Recovery appliance :: Infrascale Documentation Portal

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