If NetMRI is not retrieving config files for a device here a few things to check.

1) If you're relying on NetMRI to automatically Learn the login credentials for the device make sure the Username and Password are included in the NetMRI Global Password list:

"Settings">"Settings">"Config Collector"

2) Next, if the Username/Password are in the global list then Drill down into the NetMRI Device Viewer.

Here's how to get to the Device Viewer via the GUI:

- "Results">"Network">"Device Search"
- Enter the IP Address on this screen and click "OK"
- Once the Device is located click on the IP Address to launch the Device Viewer

Next, under the "Config Files" tab click on "Settings"

On this screen select the appropriate "Access Protocol" via the dropdown window (ssh or telnet)

Are the Username/Password listed for the Device?
If they are not go ahead and manually enter them on this screen and then click the "Update" button.

3) Next, on this same screen click the "Get Configs" button.

4) Wait about 30-60 seconds and then click the "View" button under Config Files to see if a config was retrieved.

5) If no config was retrieved then click the "Errors" button under Config Files.

This error screen typically provides a clue as to why NetMRI is not able to retrieve configs from the Device.
If the source of the problem is not clear then send a screen shot of this "Errors" page along with the following data to support@netcordia.com

- Device Model and S/W infomation (The Device Viewer "Identification" Page contains this information)