The Edge shows Online, but the devices behind it sit in Never seen — no status, no telemetry, since the day they were claimed.

Online describes only the Edge's connection to Xyte. It says nothing about whether the Edge can reach your devices — those are two separate network paths, and one can be perfectly healthy while the other reaches nothing.

Online, Up-to-date, synced minutes ago — and not one device behind it has ever reported.

Never seen means a device has never reported since it was claimed, so the problem has existed since day one. That is different from Offline, which means a device reported before and then stopped.

If the Edge itself is not Online, start at The Edge is offline. If only one device is affected, use A device is offline.

1. Ping a device from the portal

Open the Edge agent's device page → Commands → Ping Check, enter the IP of a device that is not reporting, and run it. Leave Print DNS Resolution unchecked when you enter an IP address.

Open the result and read the Message. The packet-loss line is the diagnosis:

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Status shows Done whenever the command ran — including when the ping failed. Always read the Message.

2. Ping from the Edge host

The Edge uses the host machine's network stack, so "can the Edge reach the device?" is the same question as "can the host reach it?" — which you can test without Xyte:

ping <device-ip>

Replies here but a failure in step 1 is worth reporting to [email protected]. Otherwise the device is genuinely unreachable from this machine — continue below.

3. Find what is blocking it

Start with the host's own addressing. A wrong subnet mask is quick to rule out and looks exactly like a firewall block, so check it before anyone changes firewall rules:

ipconfig /all          # Windows
ip -brief address      # Linux

If the mask is too narrow, devices that are in fact on the same local network look remote. The host sends their traffic to the default gateway instead of directly to them, and it disappears there.

Then, in order:

1. Permit ICMP echo request and reply from the Edge host to each device. This drives the status check on every device, and on heartbeat-only models it is the only signal there is.
2. Check the route — ip route get <device-ip>. If it leaves via the wrong interface, a static route is missing. See Networking.
3. Open the device's management port — see Requirements. ICMP alone gives online/offline but no telemetry.
4. Confirm the device is powered on and still at that address. Xyte does not detect IP changes; update the address on the device in Xyte if it moved.
5. Check whether the device restricts management access by source address, and permit the Edge host's IP.

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After a host networking fix the Edge picks the change up on its own — restarting the container is optional, and only forces an immediate re-poll.

4. Ping works, but there is still no telemetry

The network is fine and the remaining causes are on the device:

• The management protocol is switched off — SNMP, PJLink, IP Control and similar ship disabled. See Device prerequisites by vendor.
• The SNMP community string does not match. Unless a model exposes a community string parameter, Xyte polls with public.
• Setup parameters are missing — credentials, a port or a device ID entered once after claiming. See User Parameters.

5. Less common causes

Still not reporting?

Send [email protected] the Ping Check Message from step 1, the ping output from step 2, the output of ip -brief address and ip route get <device-ip> from the Edge host, and the affected device names with their IP addresses.