Troubleshoot a disconnected device-Smart Access Gateway(SAG)-阿里云帮助中心

Identify why your Smart Access Gateway (SAG) device appears disconnected and how to restore connectivity.

Symptoms

Log on to the Smart Access Gateway console. The device status is Disconnected.

Possible causes

A software malfunction on the device.
A network connectivity issue between the device and Alibaba Cloud.

Solution

Use the ping command from the same ISP egress environment to ping public websites and verify that your ISP network is working correctly.
- If the network is not working correctly, contact your ISP to resolve the issue.
- If the network is working correctly, go to Step 2.
Verify that the device is powered on.
- Verify that the power indicator light is green.
- Verify that the link indicator light for the connected network port is green.
- If the device fails to power on, see Troubleshoot device power failures.
- If the device powers on successfully, go to Step 3.
Log on to the switch console to check the connectivity between the device and the switch.
- If you use a static route for access, use the pingping command from the switch to check connectivity to each interface IP address on the device. If an interface is unreachable, see Troubleshoot link failures between a device and a switch.
- If the device runs in standalone mode, check whether the second and third indicator lights from the right on the device are yellow or continuously flashing.
  - If the second indicator light is yellow or continuously flashing, it indicates an internal software issue. Submit a ticket.
  - If the third indicator light is yellow or continuously flashing, it indicates that the VPN tunnel between the device and Alibaba Cloud is unavailable. Submit a ticket.
  For more information about indicator light statuses, see Device indicator lights.
If an internal software issue occurs, restart the device to restore connectivity.