Please check that the printer/MFD is powered on and connected to the network.
Please check that the IP address of the printer/MFD is in the defined network range. Go to Admin -> Data Collectors and check network range.
Please check that the network has been discovered and collected. Go to Admin -> Data Collectors and then click the data collector and select the View Log tab to see if the network range has been discovered and collected.
Please check that SNMP v1/v2 is enabled in the printer/MFD and the community name is set to public. Go to printer/MFD webpage and check the SNMP settings.
Make sure the customers network is open for SNMP v1/v2 on port 161/162 which is used to discover and collect the printers.
The data collector do not support the use on SNMP v3, only SNMP v1/2 is supported.