Network Management

NCM Test Failed. Timeout warning when testing credentials

The article guides you on how to address the issue when testing credentials for NCM to log in to the device, you see the warning "Test Failed. Timeout".

First published date

10/9/2018 8:21 PM

Last published date

7/18/2025 1:34 PM

Overview

When testing credentials for NCM to log in to the device, you see the warning "Test Failed. Timeout". When you use Putty to log in to the device, the credentials work correctly, but the device is slow to prompt for an enable password. The prompt takes approximately 15 seconds.

Product section

Network Configuration Manager

Cause

The cause of the issue is the actual device. NCM expects little to no delay when prompting for the enable-level password, and when the connection is not made within the default 15 seconds, a timeout error appears. 

Resolution

Check the device to make sure it can communicate with the SolarWinds Platform. Reset the device, if necessary. 

You can also increase the timeout if a device needs more time to respond.
 

  1. Go to the SolarWinds Platform Web Console.
  2. Click Settings > All Settings.
  3. Under Product Specific Settings, click CLI Settings.
  4. Under Telnet/SSH Settings, change the Telnet/SSH Prompt Timeout value from the default 15 seconds to 30 seconds.
  5. Submit and test the connection.


See also:

You can also check if the customer is using HMAC-SHA1-96 as the encryption protocol for SSH on the problem device, if this is the case, advise them to switch to HMAC-SHA-256.

If you cannot switch to HMAC-SHA-256, try to upgrade NCM to a later version (2020.2 and up) if it is on 2019.4 and below.