Use this guide to diagnose and fix a Smart Access Gateway (SAG) device that shows a Disconnected status in the SAG console.
Symptoms
In the SAG console, the status of an SAG device is Disconnected.
Causes
The SAG device is faulty.
The SAG device cannot connect to Alibaba Cloud.
Solution
Work through the following steps in order. Stop when you resolve the issue.
Step 1: Check the ISP network
ping other publicly accessible websites through your current Internet service provider (ISP) network.
If the ISP network is down, contact your ISP.
If the ISP network is working, go to Step 2.
Step 2: Check device power
Verify that the SAG device is powered on:
The power indicator light is green.
The green light of the connected port is on.
If the device cannot power on, see Device power failures.
If the device is powered on, go to Step 3.
Step 3: Check connectivity between the SAG device and the network switch
Log in to the network switch console and verify connectivity.
SAG-1000 with static routes
ping the IP address of each port on the SAG-1000 device through the network switch. If a port IP address is unreachable, see Handle connection failures between an SAG device and a switch.
Standalone mode
Check the second and third indicator lights on the right side of the device. For a description of each indicator light, see Device indicator lights.
| Indicator light | State | Meaning | Action |
|---|---|---|---|
| Second light | Yellow or continuously flashing | SAG device is faulty | Submit a ticket |
| Third light | Yellow or continuously flashing | VPN tunnel between the SAG device and Alibaba Cloud is unavailable | Submit a ticket |
Step 4: Check for software errors
Check whether the software installed on the SAG device has errors. If so, restart the SAG device.