Smart Access Gateway (SAG) Hardware FAQ

• What do I do if the cellular port shows no internet connection after I deploy an SAG device with a 4G card?

• What do I do if the password for my PPPoE account is rejected when I connect to the internet through a WAN port?

• What do I do if the traffic for an SAG-100WM device drops to zero in the Smart Access Gateway console?

• In a high availability deployment, what do I do if the active device reboots, traffic fails over to the standby device, and then fails back after the active device restarts?

• What do I do if significant packet loss occurs in a tunnel during high traffic, even though the public network connection is stable?

• In a static high availability (HA) deployment with SAG-1000 devices, what do I do if the standby device cannot establish a tunnel after the active device disconnects?

• In an inline deployment, what do I do if traffic does not fail over to the standby device when the active device is powered off?

• Can a hardware SAG device be transferred to another account?

No internet connection on the cellular port (4G)

1. Attach all antennas to the SAG device.

2. If the SAG device does not show a full signal, move it to an open area for testing.

3. Check the 4G card for overdue payments. The O&M card included with the SAG device provides 300 MB of data per month.

4. If the issue persists after performing these steps, contact your account manager to replace the device.

PPPoE password rejected on WAN port

• Verify that the password you entered matches 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.

SAG-100WM traffic 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.

Active device reboots unexpectedly in an HA deployment

1. Check that the power cable and adapter for the active SAG device are securely connected.

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

3. The software version may be the cause. Upgrade the SAG device to version 2.6.1 or later. For more information, see Update the version.

Packet loss in tunnel during high traffic

• If a policy on your on-premises egress device disables the UDP protocol or limits its bandwidth, contact your account manager.

• Check whether your on-premises network has Quality of Service (QoS) or bandwidth-throttling policies in place.

Standby device cannot establish tunnel in static HA

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

• If your device is running software version 2.3.0 or later, configure only one WAN port for the active 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 active device, the standby device cannot establish a tunnel.

Failover failure in an inline deployment

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

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

   • If you use a dynamic route to connect to the cloud, configure the OSPF dynamic routing protocol for the dynamic route HA scenario 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 active device is down:

   1. In the SAG web interface, click Laboratory in the left-side navigation pane.

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

   3. On the Advanced Settings tab, select the LAN port from the HA Monitor Interface drop-down list, and then click OK.

Yes. Hardware devices are not tied to specific user accounts. To transfer the device to a new account, you must first unbind the device from the current account, and then add it to the new account. For more information, see Disassociate an SAG device from the SAG instance and Add a device.