If a watch fails to respond once it is moved to a different folder in Highlight, the likely reason is that the assigned poller has changed. To check if this is the case

• Edit the moved watch and check the selection in the field "Poller"
• Edit any other bearer watch in the original folder the failing watch came from and check the selection in the field "Poller"
• If there is no other watch in the original folder move the failing watch back and confirm it can communicate by techtesting, then check the selection in the field "Poller"
• If they differ then follow the actions below.

Actions:

Note: user permission "Manage folders/locations" is required

• Edit the target folder or its parent company and click on Agent Selection
• In the pop up window move to the Poller tab
• Click "Locally Defined" and put a check next to the poller setting which was seen in the original watch folder then save. Do not change the default using the star. If the original poller is not listed contact us
• Re-edit the moved watch and change the selection in the field "Poller" to the original poller.
• Techtest to confirm connectivity then save.

If all watches in a moved folder fail to respond, the likely reason is that the inherited poller has changed. To check if this is the case follow these steps. Note: user permission "Manage folders/locations" is required.

• Edit the moved folder and click on Agent Selection
• In the pop up window move to the Poller tab
• Note the inherited poller selection and also which other pollers are listed, if any.
• Move the folder back to its original position and repeat the steps to see the inherited poller selection. If it is the same then contact us for further assistance
• Click "Locally Defined" and save without changing any other selection.
• Move the folder again to its target position, and techtest any contained watch to confirm connectivity.