Hi, let me see if I can help.

For the device that you are asking about, what is the make / model of device?  

Also, what is the version of NA and can you say if you have the most recent driver for this device?  

You looking at View / Device Detail / Modules, correct?  

If you do this step for a similar model device, do you see data or it too is empty?  It would be interesting to see if this is just an issue for one device or all of these models.  

If the last diagnostic NA Module Status was successful and you see data there, you should see data unless a) you have a device that doesn't support this parsing (why I ask for the model of device) or perhaps a driver issue / parsing issue (why I ask for driver & NA version).  

Now, the diagnostic module status.  You say you see data when you look at View / Diagnostics / NA Module Status, correct?  

What is the date for "This is the most recent diagnostic"?

I may have some follow up questions / things you can look for, but your answers may give a good direction on what to look at next.  

Thanks,
Chris

Hi Chris thanks for your answer,

i will try to answer all your question

the model of the device is C9606R.

NA is still 2019.05, we are waiting for our db to be upgraded from 12c to 19c to further upgrade NA.
Driver is Cisco routers, Catalyst 4000 & 6000 series switches, L3 switches, IOS version 12.x, 15.x, 16.x, 17.x & IOS-XE 3.x & 4.x, AP running version 1.x & 8.x, so i don't think it is the last version, since we have an older version of NA.

Yes, i'm looking at View / Device Detail / Modules.

It seems that, for this model, i have 2 out of 10 devices with this problem.

Yes, I see data when you look at View / Diagnostics / NA Module Status, the date of the most recent diagnostic is 14-Nov-2024 00:10:00.

Thanks,

Giacomo

OK, since you have a number of this model working correctly, I'd wonder if there's any difference between the ones that do and don't.  Different OS, different modules, etc.  

Ahh, I understand your issue with having to stay on the older version of NA.  That said, you could install the latest Device Driver Pack.  If you have the same drivers from 2019.05, there've been a number of driver updates, and this might help with your problem.  

The other thing you could try would be to do the following:

Can you run a NA Module Status Diagnostic on a “problem” device

Please select the following options:

Under Task Options

Session Log                       X   Store complete device session log

Under task logging (bottom of form)

Task Logging      Check these options:

                                           Device/data/comparator

                                           Device/diagnostic/gathering

                                           Device/driver/JavaScript

                                           Device/driver/parser

                                           Device/driver/updater

                                           Device/session

Save the task – it will run.

If you have more than one core, you will do the below steps on the core that ran this task (the above task will tell you what core this was). 

When complete, go to:

Admin / Troubleshooting

              On the right side of page, click on the link “Download Troubleshooting Information”

                             Under Task Logs:

                                           You should see a line that will look similar to:

                                                           Run Diagnostics task id 12349873451 on device ID 143908061 completed Feb-20-68 06:58:43

                                                            Check the box on the left of line, then click download

This will give you a zip called Troubleshoot.zip.  You can extract the file and look for the Run Diagnostics file.  In a text editor, you can look to see if there are any errors.  You should see a few lines for comparator and you should see the data parsed and cleaned up. 

With this, you can see if there are any parsing errors within the task - while the diagnostics task itself is successful, that doesn't mean there's not a problem after the data has been collected.  Also, let's say this problem continues and you need to open a support case - you can pass this Troubleshoot.zip to them when you open the case and save a bit of time.  

Hopefully this will help find a problem.

thanks

Chris

Hi Chris,

I was looking through the device tasks and found out that Run Diagnostics task failed for this reason:

Diagnostic 'NA Module Status' failed.

javax.script.ScriptException: TypeError: Cannot read property "match" from undefined in module.js at line number 561

Failure to run simple model 'Inventory(1.0.0)'
caused by: InputMapper: parser Inventory_1_0_0_Parser failure.
caused by: javax.script.ScriptException: TypeError: Cannot read property "match" from undefined in module.js at line number 561

Giacomo

Based on this, I'd suggest finding some time and deploying the latest driver pack and then see if this does not resolve your issue.  If not, I'd suggest the task above (the extra logging options will provide more detail) that support / CPE will be able to use to address the bug.  

-Chris