This topic explains why SAG-100WM is offline and how to troubleshoot it.


In the Smart Access Gateway console, the SAG is in the Offline state.


  • The SAG has a software failure.
  • The connection between the SAG and Alibaba Cloud has failed.
  1. Ping other websites in the same network environment of the service provider to make sure that the network is normal.
    • If the network is abnormal, solve the network problem.
    • If the network is normal, proceed to 2.
  2. Check whether the SAG is powered on.
    • Check whether the RUN indicator on the SAG is on.
    • Check whether the indicators of connected network interfaces are lit green.
  3. Restart the SAG, or open a ticket for technical support.