Troubleshooting data mismatch in the scanner and consolidator
Occasionally, you may observe that data in the Consolidator appliance is different from the Scanner which scanned the endpoint and sent the data to the Consolidator. In such cases, use the troubleshooting steps described in this section to either resolve the problem or create a BMC Support case.
- You notice that the data on the Consolidator is different from that seen on the Scanner, which discovered the Directly Discovered Data (DDD).
- You have a report from CMDB that does not display exactly what you see on the Scanner.
- You notice that the count of devices on the Explore>Data page in the UI is different when comparing the Consolidator with the Scanners.
Some data displayed or reported on the Consolidator (and optionally synced to and reported from CMDB) does not reflect what you see on the Scanner appliance.
Perform the following steps to troubleshoot the data mismatch discrepancy:
Identify the problem and its scope
Is the data mismatch between the Consolidator and the Scanner, or between the CMDB and the Consolidator? Thus, is the data on the CMDB and Consolidator the same as each other but different from the Scanner, or the data on the Consolidator and Scanner are the same but different from the CMDB? This is important so you know how to investigate. This section helps you investigate differences between the Consolidator and the Scanner.
If your issue involves the data mismatch between the Consolidator and the CMDB, check your CMDB Sync patterns and research other KAs or troubleshooting articles. Ensure that your CMDB Sync connection is working and that Continuous Sync is enabled.
Identify how many Hosts, Network Devices, Software Instances, and so on are different between the Consolidator and the Scanner appliances?
When did the problem start?
Investigate the start of the problem. Do you have reports from the Consolidator or from CMDB (such as, Smart Reporting) that can assist you with determining this?
What changes occurred around the time that the problem started? For example:
|3.||Verify the prerequisites|
|4.||All prerequisites are fulfilled but the data mismatch still occurs. What next? Review the KA.|
Check for the possible reasons in this article: KA000293624
|5.||Destroy the device, rescan, and compare|
If all the prerequisites are correct and the above KA has not helped to resolve the discrepancy, try manually destroying the Host/Device on both, the Scanner and Consolidator appliances. Then try scanning it afresh and compare the data on the Consolidator and Scanner after the consolidation is complete.
|6.||Log a Support case|
If you followed the earlier steps but are still not sure why there is a data mismatch then perform the following steps and provide the requested information when logging a Support case with BMC Customer Support:
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