ProxySG Network Interface not responding

Products

• Advanced Secure Gateway Software - ASG
• ProxySG Software - SGOS

Issue/Introduction

ProxySG Network interface no longer communicating with the network with the "Event Log" including "Interface health Check: Interface x:x is down."

Resolution

Tests to confirm nonworking port:

1. Disable and re-enable the interface on the proxy, to try and renegotiate the connection.
   1. Configuration > Network > Adapters > Interface tab
   2. Click and highlight the Interface in question and click the "Configure interface x:x" button
   3. Uncheck the "Enable interface x:x" checkbox and click "OK"
   4. Click the "Apply" button and "OK" on the success window.
   5. Again click and highlight the Interface in question and click the "Configure interface x:x" button.
   6. Check the "Enable interface x:x" checkbox and click "OK"
   7. Click the "Apply" button and "OK" on the success window.
2. Disable and re-enable the remote device interface.
3. Reseat the network cable in both the proxy and the remote device.
4. Replace the cable being used, with a known working cable.
5. Try new router/switch port on device connected to the proxy.
6. Proxy Loop-back Interface test.
   1. This process is complete by plugging a network cable between two ports on the proxy, one port being the port in question.
   2. Check the "Link State" column found in the Management Console >Configuration > Network > Adapters to confirm if network interface becomes responsive.
   3. If "Link State" changes to a up status, confirm that link speeds are compatible between the proxy and remote device are compatible.
   4. If "Link State" does not change, take a Sysinfo so it can be provided to a Symantec Support team.
      1. Sysinfo can be viewed by browsing https://[ProxySG IP address:Port]/sysinfo/ and saved as a .txt file.

If none of the provided solutions result in a positive result, please contact your Symantec Support team.