If a network error occurs on a Smart Access Gateway (SAG) device, you can observe the problem, gather relevant information, and then analyze the information to develop possible solutions. This topic describes how to handle SAG device faults.

Handle SAG-100WM faults

The following procedure shows how to troubleshoot errors on SAG-100WM devices:
  1. You receive alerts or find your SAG-100WM device unavailable.
  2. Log on to the SAG console to view the status of the SAG-100WM device.
  3. Make an attempt to access other public websites to check whether the ISP network is working as expected.
  4. Check the SAG-100WM device.
  5. Check the security group rules.
  6. Submit a ticket.

For more information, see Access failures from an SAG-100WM device to a cloud service.

Handle SAG-1000 faults

The following procedure shows how to troubleshoot errors on SAG-1000 devices:
  1. You receive alerts or find your SAG-1000 device unavailable.
  2. Log on to the SAG console to view the status of the SAG-1000 device.
  3. Log on to the switch console to view the status of the Open Shortest Path First (OSPF) connections.
  4. Log on to the Elastic Compute Service (ECS) console to view the status of the corresponding ECS instance.
  5. Make an attempt to access other public websites to check whether the ISP network is working as expected.
  6. Check the SAG-1000 device.
  7. Submit a ticket.

For more information, see Handle failures of pinging an ECS instance through SAG-1000 and Connection failures to on-premises terminals.