SDE / SD-WAN 3rd Party Troubleshooting - Master KB

Products

• VMware VeloCloud SD-WAN

Issue/Introduction

Objective:

During troubleshooting, it is common to encounter cases where the issue is not related to the SD-WAN. These issues may stem from the ISP or the customer’s environment or Scale or infrastructure-related problems.

This document serves as a Master Knowledge Base (KB) and will discuss various scenarios using sub or additional KB articles.

Scenarios and Related KB Articles:

1. ISP-Related Issues

   • Symptoms: Network latency, packet loss, intermittent connectivity.
   • Troubleshooting Steps: Check ISP service status, review modem/router logs, perform traceroute, ping.
   • Additional KBs may be added:
     • How to Diagnose ISP-Related Network Issues

2. Customer Environment Issues

   • Symptoms: Device configuration errors, local network conflicts, security settings, Network loop, STP blocks.
   • Troubleshooting Steps: Verify device configurations, check for IP conflicts, review firewall and security settings.
   • Additional KBs may be added:
     • Common Device Configuration Errors and Fixes

3. Infrastructure-Related Issues

   • Symptoms: Hardware failures, software bugs, power issues, Cable patching
   • Troubleshooting Steps: Inspect physical connections, update firmware/software, check for power supply stability.
   • Additional KBs may be added:
     • Identifying and Resolving Hardware Physical Failures

4. Layer-1 Issues (Physical Layer)

   • Symptoms: No connectivity, intermittent connections, physical damage to cables.
   • Troubleshooting Steps: Check and replace cables, ensure proper connections, test with known good hardware.
   • Additional KBs may be added:
     
     • Best Practices for Cabling and Physical Connections

5. Layer-2 Issues (Data Link Layer)

   • Symptoms: MAC address conflicts, VLAN issues, switch port errors.
   • Troubleshooting Steps: Verify MAC address table, check VLAN configurations, inspect switch port status.
   • Additional KBs may be added:
     • Resolving MAC Address Conflicts / MAC flap / VLAN Configuration Issues

6. Layer-3 Issues (Network Layer)

   • Symptoms: Routing problems, IP address conflicts, subnetting issues.
   • Troubleshooting Steps: Review routing tables, check IP configurations, verify subnet masks.
   • Additional KBs may be added:
     • Diagnosing and Fixing Routing Issues
     • Understanding and Resolving IP Address Conflicts

7. Scale Issues

   • Symptoms: Network performance degradation, resource exhaustion, slow application response times.
   • Troubleshooting Steps: Assess current network load, review capacity planning, optimize resource allocation compare with Technical Specification.
   • Additional KBs may be added:
     • Identifying and Managing Network Scale Issues

8. Firewall Issues on Customer Network

   • Symptoms: Blocked connections, slow network performance, application access issues.
   • Troubleshooting Steps: Review firewall rules and policies, check for blocked ports, analyze firewall logs.
   • Check for TCP Port 443 / UDP Port 2426 / UDP Port 53 for SD-WAN services.
   • With related to other Services like NTP / Netflow etc respective Ports need to be opened.
   • Additional KBs may be added:
     • Troubleshooting Firewall Configuration Issues

Environment

Applicable to all SASE SDWAN edge versions.

Resolution

Refer this document and recommended steps. If Issue still persists then refer the additional KBs or involve respective domain experts.