Troubleshooting

This section discusses frequently asked questions.

I cannot find VLAN-tagged traffic. Why?
When filtering for tagged VLAN traffic, set the Group By Mask for the Server Filter to a server subnet that corresponds to a particular VLAN. Or, set the Group By Mask to Server (/32) to display all tagged VLAN traffic.
The bottom indicator shows high detected packets, however, the Configuration Utility does not display any captured data. Why?
This is likely caused by one or more servers crossing the Maximum IPs/MAC threshold. Statistics from those servers are not counted towards their associated application and network counterparts, which can cause the totals to disappear entirely. Turning the Maximum IPs/MAC filter up or to All will show these entries.
I clicked Refresh and an application, server, or network disappeared or its volume decreased. Is this a bug?
This is likely caused by one or more servers crossing the Maximum IPs/MAC threshold. Statistics from those servers are not counted towards their associated application and network counterparts, which can cause the totals to decrease or disappear entirely if reduced to zero. Turning the Maximum IPs/MAC filter up or to All will show these entries again.
When I connect to a CA Multi-Port Monitor, why do I get an exception?
When attempting to connect the Configuration Utility to a CA Multi-Port Monitor, if you encounter the following message, close the Configuration Utility, synchronize monitor devices, and re-connect the Configuration Utility:
```
System.Exception: There is already one SuperAgent Configuration Utility request in process.
```
To avoid this issue, when you finish defining applications, servers, and networks on a logical port of a CA Multi-Port Monitor, make sure you disconnect the Configuration Utility and synchronize the configuration on the monitoring device before you attempt to configure another logical port.
When I start the Configuration Utility, why do I get an exception?
The computer where you run the Configuration Utility must also host the management console or the CA Standard Monitor, otherwise the following message is displayed:
```
System.NullReferenceException: Object reference not set to an instance of an object.
```
How can I tell if there is a problem with the SPAN to the monitor?
If the Bytes From or Bytes To column is 0, this can indicate a problem with how the TCP packets are mirrored to the monitoring device.
How are overlapping subnets in Detected Networks organized?
Suppose two network definitions exist with subnets 192.168.0.0/16 and 192.168.10.0/24. The /24 is contained within the /16, so is data stored in the /24, the /16, or both? For both the CA ADA console and the Configuration Utility, the answer is the same: the more specific (higher /x) network definition gets the data.

In the previous example, 192.168.10.0/24 would get the data from IPs in the range 192.168.10.0 to 192.168.10.255 while 192.168.0.0/16 would get the data from IPs in the ranges 192.168.0.0 to 192.168.9.255 and 192.168.11.0 to 192.168.255.255.

Because of the more specific subnet data organization, the preferred workflow in the Configuration Utility is to define dense, more specific subnets and work out to wider (lower /x) ones. If you start by creating a wide user-defined subnet such as 0.0.0.0/0, everything will be aggregated into that one entry and creating more specific subnets will be difficult.
Why can't I add a definition or export to the management console?
- Existing console configuration entries (green) cannot be modified in the utility. This must be done from the user interface of the console.
- Only detected but not configured entries (black) can be added.
- Only entries configured within the utility (blue) can be edited or deleted.
- Modifying definitions and exporting to the management console is disabled when an option from the view menu other than All is applied. This is done to avoid definition collisions between the Configuration Utility and the management console.
In general, you should update the list of client networks and server subnets to specify the application traffic you want to monitor. If the CA ADA console does not display the application traffic you expect, use the Configuration Utility to verify that the monitoring device is seeing the application traffic.

More information:

Switch Port Mirroring Requirements

Where to Run the Configuration Utility