Issue with Lansweeper Cloud Sync Affecting Asset Data

[lipet]

We are experiencing an issue with our Lansweeper setup, specifically with asset synchronization between Lansweeper On-Prem and Lansweeper Cloud:

1. Model Name Changes: When assets are discovered in Lansweeper On-Prem and pushed to Lansweeper Cloud, the model names are altered.
2. MAC Address Inconsistencies: Some devices in Lansweeper Cloud show different MAC addresses compared to their on-prem counterparts. As a result, our integration between Lansweeper Cloud and our Enterprise Service Management (ESM) tool keeps updating the MAC addresses of Configuration Items (CIs) in our Configuration Management Database (CMDB), causing inconsistencies.

Could you provide insights into why this is happening and how we can resolve it?

Looking forward to your guidance.

[TLITEGlansweep1]

We have been having this issue for OVER 6 MONTHS. They are nowhere near to fixing it. They just keep saying "well get to it", we're working on it - no fix ever shows up.

[lipet]

Really. We just noticed the issue about a month ago. Another issue is changing of model names. The name Lansweeper Onprem pushes to the cloud is changed on the Cloud. Sometimes to a different name, while other times, it would drop part of the name. So the data normalisation is not working at all.

[TLITEGlansweep1]

Email response to my colleague from September last year :

Subject: Device Manufacturer and Model detection issues [ ref:!00D1t0qhAh.!500R60J48qc:ref ]

Hi Andrew,

Thanks for providing the screenshots and HaloITSM device list,

It appears that you are encountering a synchronization or software normalization bug. The correct device model/type is displaying correctly on-premises, but incorrect models/types are being displayed on Lansweeper Sites. We have submitted a bug report for this issue and have contacted our cloud developers to investigate. The reference for this bug case is ACME-25088, in case you need to mention it in another ticket.

We will update you here if we need additional information.

Kind regards,

Lansweeper Support Team

[MH1]

Hi

What is the scope of this issue? Global? All clients who use cloud are affected?

[lipet]

Hello MH1,

Yes please.

[FrankSc]

Hello lipet, 

Our Cloud application is also enriching scanned data, and at the moment, we are facing indeed some discrepancies between the enrichment and the actual scanned data. This is indeed caused by the incorrect MAC that was used for this.

We are working on this and hope to solve this very soon. 

Our apologies for the inconvenience this is causing.