How do I deal with devices coming up unknown during the onboarding process?

[RSAAdmin]

I have been told that it is bad form to manually identify event sources that show up as unknown.

Yet I get several per day that show up that way.

Can somebody point me to some definitive guidance on this subject and recommendations on how to minimize the number of devices that are not discovered correctly?  Also, how does this differ from multi function devices?

thanks in advance.

[PavelYosifov]

Hi Mike,

Well generally there are three reasons a device is shown as unknown:

1. The device IS unknown - not supported yet;

2. The device has not send enough log to enVision in order for the system to completely identify it;

3. Someone added the device manually in enVision;

So there are different approaches in these scenarios.

Scenario 1:

You either educate the system - create a custom parses for the device, or request RSA to do that for you (that could take a while).

Scenario 2:

Just leave it be. Or generate events in the device on purpose. I would not recommend putting the device type manually.

Scenario 3:

Don't do that. Adding manually devices from the Web console is not a good option. Make sure, no-one else does it as well.

[RSAAdmin]

Thanks, Bartimeus--

If I know that some devices manually, what should I do to fix it.

Also, I'm pretty sure that these devices should be supported but they still aren't being discovered.  What can I do to address that issue?

[DelfinAbzueta]

Hello Mike,

If you know that such devices are compatible with RSA enVision and were added manually, you can delete them manually and generate events on such devices until RSA enVision recognize them.

Remember to back up the data received so far of such devices, in order to restore it later when the device is recognized.