Hardware troubleshooting guides for VMware SD-WAN

Products

• VMware
• VMware SD-WAN by VeloCloud

Issue/Introduction

This article contains references to different articles on how to troubleshoot different known issues with VMware SD-WAN hardware (VCE), as well as how to request a hardware replacement if an issue is identified.

Environment

VMware SD-WAN
VMware SD-WAN by VeloCloud

Resolution

In the event an Edge needs to be returned to VMware for further investigation, VMware support may request additional information about the issue. The information required may vary from one issue to another, therefore each article will include a list of questions that should be answered prior to opening a support case.

Common Issues:

1. Edge is powered off and cannot be powered on.

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

2. Edge either stuck booting up, or will not come online.

See the article SD-WAN Edge stuck in boot after being powered on.

3. Dead Ethernet Port--no link LED illuminated.

See the article Troubleshooting port issues in VMware SD-WAN.

4. Not able to factory reset a the SD-WAN Edge

Make sure to follow the right procedure for a factory reset. See the article How to Reset a VMware SD-WAN Edge.
To verify the reset was completed, follow these steps:

1. Connect a client device locally through Wi-Fi or a LAN port
2. Open up a web browser and navigate to 192.168.2.1
3. In the web portal, confirm if the edge is unactivated and using an older factory image.

5. Fan noise on an Edge 540.

• The sound of the fan of an Edge 540 may resemble that of a failing fan with bad bearings. This is actually the expected sound for this fan when operating at low RPM and not an indication of a defect or imminent fan failure.
• Here is a short clip with the expected sound of an Edge 540 fan operating at low RPM post-boot up. Compare this to the sound on the Edge 540 in the field:

 

6.  VMware SD-WAN Edge clock is not retaining the correct time.

• This is an indication that the SD-WAN Edge's coin cell battery has died. This battery keeps the Real Time Clock alive during power off conditions. The time could be set manually, or if NTP is working this will also set it, but at the next power off the clock will reset again. 
• The battery is not field replaceable and the VMware SD-WAN Edge would need to be replaced.

7. SFP Interface is not coming up

• See the article Troubleshooting steps to follow when an SFP interface is not coming up.

 

 

Additional Information

For a detailed overview of a VMware SD-WAN Edge's front status light, please consult the KB article: 
Guide to the Front LED Status Light of a VMware SD-WAN by VeloCloud Edge (2828742)