Troubleshooting port issues in Velocloud SD-WAN

Products

• VMware SD-WAN by VeloCloud
• VMware VeloCloud SD-WAN

Issue/Introduction

Symptoms:
Ethernet port is down
No link LED illuminated (the left LED on the RJ-45 port)

This article does not cover SFPs. For SFP troubleshooting steps, refer to the "SFP troubleshooting guide" KB.

Environment

SD-WAN
SD-WAN by VeloCloud

Resolution

Common troubleshooting steps to test if there is a hardware issue:

• Plug the Ethernet cable into another port on the Velocloud SD-WAN Edge. The alternate port must be configured the same as the original failed port. For example, as a Switched/LAN or Routed/WAN port.
• Swap the other end of the connection to a different known working device.
• Loopback the faulty port to another known working port on the Edge itself and check if the link LED illuminates.

If doing these steps isolates the issue to the SD-WAN edge, 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?
• Are there any LED lights on the affected ports?
• 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...

Additional Information

For information on how to troubleshoot other Hardware issues, please refer to KB "Hardware troubleshooting guides for Velocloud SD-WAN Edges"