Schneider Electric has the ability to remotely initiate walks and polls of devices that are online and connected to a Gateway that is also online and registered with an EcoStruxure IT Expert organization.
Note: Before you request device support, try to discover the device in the Gateway.
The Gateway must be registered on EcoStruxure IT and online, and the device you want to monitor must be online.
When filing a ticket, make sure to provide the organization name or ID, and the IP address of the device so Schneider Electric support can locate the device.
For Modbus devices, you need to enable Schneider Electric's access to the device. Those instructions are here.