Smart Access Gateway:FAQ about SAG devices

• What do I do if Internet services are unavailable after I insert a 4G card into my SAG device?

• When I use the WAN port to connect to the Internet, what do I do if I am prompted that the password is invalid after I enter the username and password of my PPPoE account?

• What should I do if the traffic of an SAG-100WM device drops to zero?

• When SAG devices are deployed in high availability (HA) mode and network traffic is switched to the standby SAG device because the active SAG device is automatically restarted, what do I do if the network traffic is switched back to the faulty active SAG device after I restart the active SAG device?

• What do I do if the Internet performance is stable but many packets are dropped during transmission to Alibaba Cloud?

• When two SAG-1000 devices are deployed in HA mode, what do I do if the standby device fails to open a tunnel after the active device is disconnected from Alibaba Cloud?

• When SAG devices are deployed in inline mode, what do I do if network traffic fails to switch to the standby device after the active device is turned off?

• Can a hardware SAG device attached to an account be used by another account?

What do I do if Internet services are unavailable after I insert a 4G card into my SAG device?

1. Connect all antennas to the SAG device.

2. If the SAG device does not have a full signal, move the device to an open area.

3. Check if the payment for the 4G card is overdue. The O&M card included with the SAG device provides 300 MB of traffic per month.

4. If the connection still fails, contact your account manager to replace the device.

When I use the WAN port to connect to the Internet, what do I do if I am prompted that the password is invalid after I enter the username and password of my PPPoE account?

• Confirm that the password you entered is the same as the one provided by your carrier.

• Log on to the Smart Access Gateway console to configure the port. For more information, see Configure a WAN port.

What do I do if the traffic of an SAG-100WM device drops to zero?

• In the Smart Access Gateway console, disable the deep packet inspection (DPI) feature. For more information, see Disable the DPI feature.

• Contact your carrier to optimize the network.

When SAG devices are deployed in high availability (HA) mode and network traffic is switched to the standby SAG device because the active SAG device is automatically restarted, what do I do if the network traffic is switched back to the faulty active SAG device after I restart the active SAG device?

1. Check if the power cable and adapter of the primary SAG device are properly connected.

2. In the Smart Access Gateway console, disable automatic updates. For more information, see Update the version.

3. This issue may be caused by the software version. Upgrade the SAG device software to version 2.6.1 or later. For more information, see Update the version.

What do I do if the Internet performance is stable but many packets are dropped during transmission to Alibaba Cloud?

• If this issue occurs because a policy that disables the UDP protocol or limits the UDP speed is configured on your on-premises egress device, contact your account manager.

• Check if your on-premises network has Quality of Service (QoS) policies or device Internet access throttling policies.

When two SAG-1000 devices are deployed in HA mode, what do I do if the standby device fails to open a tunnel after the active device is disconnected from Alibaba Cloud?

• Log on to the Smart Access Gateway console to configure a virtual IP address for the primary and secondary devices. For more information, see Configure device-level high availability.

• If your device software version is 2.3.0 or later, configure only one WAN port for the primary device on the WAN port management page in the Smart Access Gateway console. For more information, see Configure a WAN port.

  Note

  If multiple WAN ports are configured for the primary device, the secondary device cannot establish a tunnel.

When SAG devices are deployed in inline mode, what do I do if network traffic fails to switch to the standby device after the active device is turned off?

1. Configure high availability (HA) for your SAG instance.

   • If you use static routes to connect to the cloud, configure a virtual IP address for the HA deployment in the Smart Access Gateway console. For more information, see Connect to the cloud over static routes in an inline deployment.

   • If you use dynamic routes to connect to the cloud, configure the Open Shortest Path First (OSPF) protocol for the HA deployment in the Smart Access Gateway console. For more information, see Connect to the cloud over dynamic routes in an inline deployment.

2. Configure LAN port monitoring on your SAG device to detect if the primary device is down. The steps are as follows:

   1. In the web-based console of the SAG device, click Laboratory in the navigation pane on the left.

   2. On the Laboratory page, click the Advanced Setting tab.

   3. On the Advanced Setting tab, select LAN Port Monitoring from the HA Monitor Interface drop-down list and click OK.

Yes. A hardware device can be used by another account. First, detach the device from the current account by following the instructions in Detach Device. Then, log on to the new account and add the device by following the instructions in Add Device.