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Troubleshooting

Common CMDB issues and their resolutions.

1. RMM Discovery Not Finding Devices​

Symptom: No discovery results appear after enabling RMM sync.

Resolution:

  1. Navigate to Discovery and confirm RMM Sync is toggled on
  2. Verify the Scan Interval is set (default: 6 hours)
  3. Click Sync Now to trigger an immediate sync
  4. Check that the RMM integration key is configured correctly in Hub
  5. Verify RMM agents are reporting — devices that haven't checked in recently won't appear

2. Password Reveal Fails with Rate Limit Error​

Symptom: "Rate limit exceeded" error when trying to reveal a password.

Resolution:

  • Individual limit: 10 reveals per minute per user
  • Tenant limit: 50 reveals per minute across all users
  • Wait 60 seconds and try again
  • If you're hitting limits regularly, consider checking out passwords for longer durations to reduce reveal frequency

3. Password Checked Out by Another User​

Symptom: Cannot check out a password — shows another user's name.

Resolution:

  1. Wait for the checkout to expire (check the checkout_expires_at time)
  2. Contact the user who has it checked out and ask them to check in
  3. If the user is unavailable, an admin can force-release the checkout

4. IT Glue Import Creates Duplicate Records​

Symptom: After import, CIs appear twice — once from IT Glue import and once from RMM discovery.

Resolution:

  1. Disable auto-create in Discovery before importing from IT Glue
  2. After import, run a manual sync to match discovered devices to imported CIs
  3. For existing duplicates, merge by deleting the duplicate and ensuring the remaining CI has the correct rmm_device_id link

5. CI Custom Fields Not Appearing​

Symptom: Expected fields are missing when creating or editing a CI.

Resolution:

  1. Navigate to CMDB Admin
  2. Verify the CI type has the expected custom fields defined
  3. Custom fields are type-specific — switching CI type shows different fields
  4. Check that the field was saved correctly (name, type, and any options for select fields)

6. Knowledge Base Articles Not Visible in Portal​

Symptom: Published articles don't appear for clients in the Portal.

Resolution:

  1. Open the article and verify Status is set to published
  2. Verify the Public toggle is enabled — only public articles appear in Portal
  3. Confirm the article is assigned to the correct company
  4. Check that Portal integration is active in Hub

7. Topology Map Shows No Connections​

Symptom: CIs appear as isolated nodes with no edges.

Resolution:

  1. Verify relationships exist between CIs — navigate to Relationships and confirm entries
  2. Check the Depth setting — a depth of 1 only shows direct connections
  3. Ensure the selected Company filter includes CIs that have relationships
  4. If viewing from a Root CI, confirm that CI has at least one relationship

8. Document Flagged as Stale Incorrectly​

Symptom: A recently updated document appears in the staleness report.

Resolution:

  • The staleness threshold is 180 days since last modification
  • Saving the document (even without content changes) resets the updated_at timestamp
  • Open the document, make any edit, and save to clear the stale flag

9. Export File Is Empty or Missing Records​

Symptom: JSON export contains fewer records than expected.

Resolution:

  1. Exports only include non-deleted records — soft-deleted CIs/documents are excluded
  2. Password records are never included in exports (security policy)
  3. Check the export type — CI export and document export are separate downloads
  4. Verify you have access to all companies — exports are scoped to your accessible tenants

10. Anomaly Alert Triggered for Normal Activity​

Symptom: CMDB flags a password anomaly alert for a legitimate user.

Resolution:

  • Anomaly detection triggers at 20+ password reveals per hour
  • Legitimate scenarios: onboarding a new client (bulk credential setup), auditing credentials, migrating to a new password manager
  • Acknowledge the alert and document the reason
  • The alert is informational — it doesn't block access

11. Network Subnet Shows Incorrect Usage Count​

Symptom: Subnet utilization doesn't match the number of IP address records.

Resolution:

  1. used_addresses reflects IP records with status in_use or reserved
  2. IP addresses with status available or dhcp are not counted as used
  3. Manually reconcile by reviewing the IP Addresses tab for the subnet
  4. Update IP address statuses to reflect current assignments

12. HSM Encryption Error on Password Save​

Symptom: Error when creating or updating a password — "encryption failed" or timeout.

Resolution:

  1. HSM operations depend on Azure Key Vault availability
  2. Check Azure status for the Key Vault region
  3. Retry the operation — transient HSM errors are rare but possible
  4. If persistent, verify the Key Vault Premium HSM keys are accessible and the managed identity has the correct permissions
  5. Contact support if the issue continues

When to Contact Support​

Contact support if:

  • HSM encryption errors persist after retry
  • Data appears corrupted or inconsistent
  • Integration keys are confirmed correct but integrations still fail
  • Audit log entries are missing for operations you performed
  • You need to recover soft-deleted records

For all other issues, try the resolutions above first.

Next Steps​