Last updated: 2025-09-15
Causes and remedy for common error messages in Discovery Probe
While using the discovery probe, several common errors may be encountered. Here are the troubleshooting steps to fix the same.
``` ```
``` NOTE: If you're attempting to discover computer assets, installing the Freshservice Discovery Agent will help fix most common issues. ```
Installation Errors
Cause: Discovery Probe doesn't support this OS yet.
Steps to address: Send details of your operating system to support@freshservice.com. Our team will get in touch with you.
Cause: Your device may require .NET 4.8 to install the Probe.
Steps to address:Please download and install .NET 4.8 and try reinstalling the probe. (.NET 4.8 can be downloaded here.)
Cause: This issue occurs when port 443 is not open on the server where the Discovery Probe is installed.
Solution:
Authentication Errors
Cause: Internet connection issues or a Proxy is configured.
Solution:
Cause: Incorrect Proxy credentials or Firewall issues.
Solution:
Migration Errors
Cause: The database migration was not successful after reinstalling the new version.
Solution: Send DB file of the Discovery Probe to support@freshservice.com. Our team will get in touch with you.
Scan Related Errors
Cause: There is an error with your DCOM/Firewall Settings that doesn't permit the asset in your network to make WMI requests.
Solution:
Cause: The ports required for sending and receiving WMI requests in the device might not be open.
Solution:
Cause:
1. SSH credentials given in the scan page might be wrong. Solution: Update the username and password for your SSH connection.
2. Scanning parts of your devices may require root access (for Linux and OS X users).
Solution: Please check if the device was turned on during the scan. Try passing the root password of your machine to the Probe (optional).
Cause: The SSH Connection is disabled.
Solution:
To enable SSH on Mac OS X:
1. Go to System Preferences > Sharing (located under Internet & Wireless). 2. Enable 'Remote Login' from the LHS list. 3. Choose 'All Users' under 'Allow access for'.
Linux Users and Mac users can also download and Install SSH server and Client in the device.
``` Steps to troubleshoot:
Open command prompt in your computer (Terminal if you are using Linux or OS X). Enter “ping <HostName / IP>”. If all the packets are sent and received and if you do not see any timeouts, then everything is working fine. Try scanning the specific device again in Probe. ```
Possible Causes:
1. The device is unavailable on your network. Solution: Ensure the device is available in the same network.
2. The device is currently turned off. Solution: Check if the device was turned on during the scan.
3. Your firewall is blocking ICMP packets from the Discovery Probe. Solution:Check whether there is an Inbound rule in your Firewall Settings to allow ICMP packets. If not, create an Inbound rule in the Firewall.
Cause: This issue occurs when the Probe is installed in a virtual machine that has a high Maximum Thread count.
Solution:
1. Stop the FreshserviceScan service and close the probe window. 2. Navigate to "{Probe installed Folder}\\FreshServiceProbe\\conf" in the Configurations.json file and change the MaximumThreads value to something lower (such as 2 or 4). 3. Restart the FreshserviceScan service.
Others
Cause: Looks like the account that was connected to the probe has been suspended/deleted.
Solution: If your account is still active, reach out to support@freshservice.com.
Cause: Looks like the probe has been removed in the Freshservice application (Admin > Discovery > Probe > Remove).
Solution: Reach out to your administrator for more information. If you would like to re-use the probe, please uninstall and reinstall the Probe.
Cause: The custom field in freshservice mapped to a column in SCCM table mapper is not reflected in Freshservice.
Solution:
1. Map the custom field in Freshservice to a required SCCM column in any view. 2. Modify the SCCM table mapper JSON file present in the following location:
"DeviceAdditionalProperties":
>
{
>
"TableName": "v\_GS\_SYSTEM",
>
"ResourceID": "ResourceID",
>
"CustomFields": {
>
"Freshservice Notes": "Description0"
>
}
>
}
3. Restart the probe scan service to reflect the SCCM mapper file changes.
On triggering the SCCM device scan, if there are exceptions in the probe logs such as “Invalid column name Description0”, the mapped column Description0 is not present in v\_GS\_SYSTEM. Upon mapping with the required column present in the SCCM view, view the respective field value populated in Freshservice.
Cause: Printer, switch, router, and access point products are not added to SNMP devices.
Solution: To add a product to SNMP devices, the respective device OID entry has to be added in devices.csv along with the model name. Here's how you can add the same:
1. Stop the FreshServiceScan service and close the Probe window. 2. Open the "{Probe installed folder}\\FreshServiceProbe\\scan\\devices\\devices.csv" file. By default the {probe installed folder} will be "C:\\Program Files (x86)\\Freshworks". 3. Add a new configuration in the format SystemOID of the SNMP device, device type, category, and type fields. For example:
"1.3.6.1.4.1.9.1.380","Access Point","model","{ ""model"": ""Cisco 350 Series Access Point"", ""manufacturer"": ""Cisco Systems"" }" 4. After saving the devices.csv file, start the FreshServiceScan service. 5. On scanning, the respective SNMP device product will be added to Freshservice based on the given OID. The value given as manufacturer will be added to the Product’s Manufacturer field in Freshservice.
``` Note: SystemOID for an SNMP device can be identified by using any MIB Browser. ```
Cause: There’s an error in DCOM settings while scanning devices through the Discovery Probe.
``` Note: These settings have to be configured only for Windows devices that are to be scanned by the Probe and are not applicable for Mac/Linux. ```
Solution:
DCOM settings:
Firewall INBOUND settings:
General Errors
If you encounter the aforementioned general errors, collect your log file from the installation folder (for example, C:\\Freshservice\\FreshserviceProbe\_1.00\\logs) or take a screenshot. Send the files/screenshot to support@freshservice.com. Our team will be in touch with you.