Use this guide if your SAG-1000 device cannot reach an on-premises terminal that belongs to the same Cloud Connect Network (CCN) instance as the SAG instance.
Possible 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.
Troubleshoot the issue
Step 1: Check the SAG instance status
Log on to the SAG console.
Click the ID of the SAG instance and check the status.
Disconnected: Follow Handle SAG device disconnections to restore the connection before continuing.
Ready: Proceed to Step 2.
Step 2: Check connectivity between the SAG device and the switch
Log on to the switch console and verify the connection between the SAG-1000 device and the switch. The next actions depend on how the SAG device is deployed.
If static routing is enabled for both the SAG-1000 device and the switch:
ping the IP address of each port on the SAG-1000 device from the switch.
If a port IP address is
unreachable, follow Handle connection failures between an SAG device and a switch to resolve the issue.If all port IP addresses are reachable, proceed to Step 3.
If the SAG device is in standalone mode:
Check the second and third indicators on the right side of the SAG-1000 device.
| Indicator | State | Meaning | Action |
|---|---|---|---|
| 2nd indicator | Yellow or continuously blinking | SAG device is faulty | Submit a ticket |
| 3rd indicator | Yellow or continuously blinking | VPN tunnel to Alibaba Cloud is unavailable | Submit a ticket |
If neither indicator shows an abnormal state, proceed to Step 3.
For details on indicator states, see Indicators.
Step 3: Check the on-premises terminal network
Repeat Steps 1 and 2 for the on-premises terminal's network environment.
If the issue persists after completing all steps, submit a ticket.