Hi Gayla
I usually recommend that you try with an external SNMP tool first.
The MIB Browser tool from ManageEngine is a good tool: http://www.manageengine.com/products/mibbrowser-free-tool/
Troubleshooting Logic as follows:
If MIB Browser is Unable to get any results then SNMP Troubleshooing
- Is device is configured to answer SNMP?
- Credentials?
- Is which version of SNMP?
- is the network blocking SNMP traffic?
If MIB Browser is able to get results - OIDs and CUSTOM MIBS are not being scanned for that product set.
- add OID to scans
- instructions can be found at <ServiceDesk Root>\server\default\conf
- the file you are looking for is SNMPConf.xml
- you will need to restart the server for the effects to take place
Don't forget - SNMP scanning can be a tedious process so if things aren't working just push through :D