Running Network Diagnostics from the Neeve Portal

This article explains how to enable diagnostics on a System Network and run network tests from the Neeve Portal. You can troubleshoot a site's connectivity remotely, with no one needed on site.

Tests run from the Edge Node on the selected System Network, so the results show what devices on that network experience. The Diagnostics dialog offers five tests: Ping, Traceroute, DNS, Duplicate Address Detection and Bandwidth. Results appear in the dialog and are not saved after you close it.

Before you begin

• Org Admins, Portfolio Admins and Site Admins can enable or disable diagnostics on a System Network. Org Admins and Site Operators can run tests.

• The Edge Node must be online to run tests.

• Diagnostics tools use some bandwidth on the network while a test runs. A Bandwidth test takes about 30 seconds.

• For a Static network, choose one available IP address on the network's subnet for the diagnostics service. No device or other Neeve service can be using it.

• An Automatic (DHCP) network must have its IP address assigned before you can enable diagnostics.

Enable diagnostics on a System Network

You turn on diagnostics for each System Network from its Edit form. When diagnostics is on, a Diagnostics button appears on the network's details page.

1. Log in to Neeve and select Manage (gear icon) > Networks.

   • You can also select Manage > Nodes, select the arrow icon (>) in the node's row, and open the System Networks tab.

2. Select the arrow icon (>) in the System Network's row to open its details page.

3. Select Edit.

4. Scroll down and turn on Show Advanced Options.

5. Under Diagnostics, turn on Enable diagnostics tools.

6. If the network is Static, enter an available IP address on the subnet in Service IP Address. DHCP Server and Automatic (DHCP) networks do not show this field.

7. Select Save.

To turn diagnostics off, clear Enable diagnostics tools and select Save.

[!NOTE] Advanced Options include settings that can affect the network's security. Change only the settings you need.

Diagnostics button availability

The Diagnostics button follows the status of the diagnostics service on the node. When the service is ready, the button is available. When it is not, for example while the service is starting or when the node is offline, the button is dimmed and cannot be selected.

Run a diagnostic test

Tests run from the node that hosts the System Network. The Results area shows the path the test takes: the node name, then the network name, then the target.

1. Open the System Network's details page (steps 1–2 above).

2. On the details page, select Diagnostics. The Diagnostics dialog opens for that network, so there is no network to select.

3. In Type, select a test. The fields below Type change to match the test.

4. Fill in the test's fields. See Diagnostic tests for what each test needs.

5. Select Run. A spinner shows on the path while the test runs.

6. Review the results. A green line and a check mark show the test finished.

7. To run the same test again, select Re-run.

[!NOTE] Results are not saved. Selecting Cancel, the close icon (X), or pressing Esc clears them. The dialog reopens on Ping with empty fields.

Diagnostic tests

Each test asks for different inputs. The table lists each test's fields and their defaults.

Ping

Ping sends the number of packets set in Count to the target. The results show Target, Resolved IP, Sent, Received, Packet Loss, and Min RTT, Avg RTT and Max RTT in milliseconds.

Traceroute

Traceroute lists every hop from the network to the target, with columns for Hop, IP Address, Hostname and RTT. A hop that does not answer shows * * * and Request timed out. A summary line under the table says whether the trace reached the destination and in how many hops.

Probe type can be ICMP (default), TCP or UDP. ICMP works for most destinations. If the trace stops at a firewall, switch to TCP.

DNS

DNS looks up the domain from the network. The results show Domain, Record Type, Nameserver, Query Time and Authoritative. A table below lists each record returned, with its Type, Value, TTL, Priority, Weight and Port.

Duplicate Address Detection

Duplicate Address Detection checks whether devices on the subnet answer for an IP address. Use it before you assign a static IP to a device, or when two devices may share an address. The test takes about 10 seconds.

The address must be inside the network's address range. If it is not, the field shows IP address is not in the system network address range and Run stays unavailable.

The results show Target, Interface Used, Duplicate Detected, Genuine Conflict, Packets Sent, Responses Received, MAC Addresses, Execution Time and a plain-language Summary, for example IP is in use — no conflict detected.

Bandwidth

Bandwidth measures speed between the network and a public speed-test server that the test picks. It needs no inputs and takes about 30 seconds.

The results show Download Speed and Upload Speed in Mbps, Ping in milliseconds, and details of the server used: Server ID, Server Name, Server Location, Server Country and Server Sponsor. They also show Timestamp, Test Duration, Cache Available, Cache Age and Auto Triggered.

Share results with Neeve Support

Copy a test's results to paste them into a support ticket.

1. Run the test.

2. Select Copy Results at the bottom of the results.

3. Paste the results into your support ticket.

Copy the results before you close the dialog. They are not kept afterward.

Known limitations

• Results are not saved. Closing the dialog, including by pressing Esc, clears them.

• The Diagnostics button does not appear on a network's details page until diagnostics is enabled.

• In DNS results, Nameserver shows — instead of the resolver used.

• In Duplicate Address Detection results, Interface Used shows —.