This topic explains why an SAG-1000 device cannot connect to an on-premises terminal that is associated with the same Cloud Connect Network (CCN) instance as the Smart Access Gateway (SAG) instance and provides solutions.

Symptoms

An SAG-1000 device cannot connect to an on-premises terminal that is associated with the same CCN instance as the SAG instance.

Causes

  • The connection between the on-premises terminal and the SAG-1000 device is faulty.
  • The VPN tunnel between the SAG-1000 device and Alibaba Cloud is faulty.
  • The network environment of the on-premises terminal is faulty.
  • The Internet service provider (ISP) network is faulty.

Solutions

  1. Log on to the SAG console.
  2. Click the ID of the SAG instance, and check whether the status is Ready.
  3. Log on to the switch console to view the connectivity between the SAG device and the switch.
    • If static routing is enabled for the SAG-1000 device and the switch, ping the IP address of each port of the SAG-1000 device through the switch. If the IP address of a port is unreachable, refer to Handle connection failures between an SAG device and a switch to troubleshoot the issues.
    • If the SAG device is deployed in standalone mode, check whether the second and third indicators on the right of the SAG-1000 device are yellow or continuously blinking.
      • If the second indicator is yellow or continuously blinking, the SAG device is faulty. Submit a ticket.
      • If the third indicator is yellow or continuously blinking, the VPN tunnel between the SAG device and Alibaba Cloud is unavailable. Submit a ticket.

      For more information about indicator lights, see Indicators.

  4. Repeat the preceding steps to check the network environment of the on-premises terminal. If the issue persists, submit a ticket.