SD-WAN Edge does not power on or loses power randomly.

Products

• VMware
• VMware SD-WAN by VeloCloud

Issue/Introduction

Symptoms:
The VMware SDWAN Edge (VCE) is powered off or has completely lost power despite being connected to a power supply.
Edge powers up and down intermittently or randomly.
The front cloud and port LEDs are completely off.
The cooling fan does not move.

Environment

VMware SD-WAN
VMware SD-WAN by VeloCloud

Resolution

Common troubleshooting steps prior to opening a support case:

• After unplugging the power from the Edge, please wait at least 10 seconds before restoring power. Power cycling without delay may cause the Edge to not power up.
• Check the AC and DC connections and make sure they are secure.
• Try a different AC outlet connection or power.
• On an Edge model 5x0 or 6x0, make sure the retention collar on the power plug is fully screwed on to the Edge power jack.
• If the device is a rack-mounted Edge, make sure the power button is on.

If the Edge remains powered off after these steps, open a technical support case and include the following data:

• What is the Edge's serial number?
• What is the model of the failed edge?
• What software version is the edge running?
• Were there any configuration changes prior to the failure?
• Were there any environmental issues or electrical storms at the time of the issue?
• Does the fan still function?
• Is the fault intermittent?
• What is the reported time of failure?
• How long has the edge been in operation?
• Have you tried using a different power supply / AC to DC Adapter?
• What power source is the edge connected to? For example: UPS, wall outlet, power strip, and so on...

Once you have this information, open a Technical Support case and include the data.

Additional Information

For information on how to troubleshoot other Hardware issues, please refer to https://knowledge.broadcom.com/external/article?legacyId=67958