Answers to commonly asked questions about the Smart Access Gateway (SAG) app.
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What do I do if the SAG app cannot be started after I install it on a Windows operating system?
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What do I do if the HTTP 153 status code is prompted when I log on to the SAG app?
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What do I do if my SAG app account is not displayed on the Client Accounts tab in the SAG console?
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What do I do if I fail to ping Elastic Compute Service (ECS) instances from the SAG app?
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Do I need to purchase an application acceleration bandwidth plan for each application?
What do I do if the "[1000]Program errors. Please restart the program" message is displayed when I log on to the SAG app?
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Close and restart the SAG app.
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If the app still fails to start, antivirus or security software on your device may be causing the issue. Try disabling or uninstalling the software.
How can I delete my SAG app account?
The SAG app limits account deletion. When you delete an account in the SAG console, the underlying data is deleted, but one billing entry is retained and displayed on the corresponding page. This entry is automatically removed in the next month.
If you fail to delete your SAG app account, try the following:
In the Operation column for the target account, click Disable. You can then permanently delete the account in the next billing cycle. A billing cycle is one calendar month.
What do I do if the SAG app is disconnected from Alibaba Cloud two to five minutes after I start the SAG app?
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Disable or uninstall any antivirus or security software on your device.
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Add a security policy on your device to explicitly allow the SAG app to run.
What do I do if the SAG app cannot be started after I install it on a Windows operating system?
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Ensure your operating system is Windows 7 SP1 or later (32-bit or 64-bit).
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On the SAG app download page, download the correct version. For more information, see Install the SAG app.
What do I do if the HTTP 153 status code is prompted when I log on to the SAG app?
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Log out of the account on all other devices.
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If the problem persists, download and install the latest version of the SAG app. For more information, see Install the SAG app.
What do I do if my SAG app account is not displayed on the Client Accounts tab in the SAG console?
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The client account name may exceed the maximum allowed length. Shorten the name and try again.
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A client account with the same name may already exist. Delete the duplicate account. For more information, see Delete a client account. If you cannot delete the account, contact your account manager.
What do I do if I fail to ping Elastic Compute Service (ECS) instances from the SAG app?
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Check for any network connectivity issues on your local device.
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Log in to the SAG console and check whether the instance is available. If the instance is not available, verify that it is associated with a Cloud Connect Network (CCN) and that a private CIDR block is configured. For more information, see Network configuration.
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Check the status of the ECS instance and add a security group rule that allows inbound ICMP traffic to the instance. For more information, see Add a security group rule.
Are the data consumption statistics in the current month on the Client Accounts tab in the SAG console updated in real time?
The statistics are updated daily at 00:00:00 (UTC+8).
Can I use my CloudSSO account to log on to the SAG app?
No. You must create a client account in the SAG console to log on to the SAG app.
Does the SAG app support access logs?
Yes. To configure an access log, contact your account manager.
Does the SAG app support access control?
Version 2.5.0 and later support access control based on IP addresses and ports. Access control based on domain names is not supported.
Do I need to purchase an application acceleration bandwidth plan for each application?
No. Applications can share a bandwidth plan.