> ## Documentation Index
> Fetch the complete documentation index at: https://docs.megaport.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting IX Connectivity

> This help topic describes how to identify and solve issues with IX connectivity.

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A loss of connectivity to the IX (Internet Exchange) can be caused by several issues, including a Down status, flapping, <Gloss term="packet loss" anchor="plr" />, spikes on the network, or a Layer 2 loop.

If an IX is experiencing connectivity issues, step through these troubleshooting actions to identify the possible cause.

<Tip>
  Megaport operates a public, web accessible MegaIX Looking Glass for peers and network operators to investigate the current routing state. You can query both the primary and redundant route servers for live BGP data here: [MegaIX Looking Glass](https://lg.megaport.com).
</Tip>

<Video url="https://youtu.be/XSNm5q3d3n0" text="How to Check the Network Latency" duration="1:23" description="This video shows how to check latency between Megaport points of presence and compare latency values across the Megaport network." />

<Video url="https://youtu.be/5Xm8mFD1MBg" text="Troubleshooting VXC Connectivity" duration="12:16" description="This video shows how to check VXC status from the Services page and diagnose connectivity issues between endpoints." />

## Troubleshooting actions

| **Action**                                                                                                  | **Steps**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| :---------------------------------------------------------------------------------------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Check interface or <Gloss term="CRC" anchor="crc" /> errors and packet drops on the device**              | Interface statistics and logs can help identify which end of the cross connect is causing the fault, and the potential solution. For example, an increasing number of incoming errors on a network interface generally rules out that specific <Gloss term="SFP" anchor="sfp" /> transceiver and indicates a potential issue with other components of the IX.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| **Verify the optic power levels on the device**                                                             | Optic light readings from the terminal help to understand whether the readings are within the threshold range. Check the device and port graphs for errors and view the optic graphs for the history.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **Perform a <Gloss term="ping" anchor="ping" /> test to route servers and/or bilateral peers**              | A **ping** test confirmation includes the latency (the response time) of the connection. Provide the output of **ping** tests from the customer IX service IP to the following destinations:<ul><li>Route servers in the IX network</li><li>Bilateral peers</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **Verify Layer 2 connectivity <Gloss term="(ARP)" anchor="arp" /> to route servers and/or bilateral peers** | <Gloss term="Layer 2" anchor="layer2" /> controls the flow of data between nodes on WAN or LAN segments, and is also responsible for detecting and possibly correcting <Gloss term="Layer 1" anchor="layer1" /> errors. Layer 2 connectivity issues can affect the functionality of your VXCs. When connecting to a [Cloud Service Provider (CSP)](/cloud/megaport), ensure that the VLAN configuration details are correct. Use particular caution when connecting to Azure, as you will be using <Gloss term="Q-in-Q" anchor="qinq" />. <br /><br />Layer 2 connectivity issues can also affect your IX services. MAC addresses are used to authenticate your devices when using IX services with Megaport. Depending on your network design, if you are <Gloss term="peering" anchor="peering" /> with Megaport or other organizations, ensure that you have specified the correct MAC address in the Megaport Portal.<br /><br />Perform these checks before submitting a support request:<ol><li>Check the status of your IX service with the [MegaIX Looking Glass](https://lg.megaport.com/Alice). You can access information for both the primary and redundant route servers for live BGP data. Layer 2 issues can be more challenging to diagnose than physical Layer 1 issues. Providing Megaport with Layer 2 connectivity details will help isolate the issue.</li><li>If you are not peering directly with Megaport, confirm any configuration changes with the company you are peering with.</li><li>Run a **ping** test to verify whether you are connected to Layer 2.</li><li>Check the ARP tables and confirm that the MAC address is visible in the Megaport Portal.</li><li>Confirm that the configuration matches Megaport [Technical Specifications](/tech-specs).<br /><br />For additional guidance, reach out to your Account Manager and request a meeting with a Megaport Solution Architect.</li></ol> |

## Next steps

If the troubleshooting actions do not resolve your issue, contact support. Before requesting assistance, collect the following information.

* **Troubleshooting results** -- Provide all the troubleshooting steps you have taken in detail. For example, if loops were placed, note their location and which direction they faced.
* **Ping test results** -- Provide the output of each **ping** test from the customer IX service IP address to the following destinations:
  * Route servers in the IX network
  * Bilateral peers

<Note>
  For more information about when a field service technician is needed onsite at the data center, see [Customer Field Services](/finance/customer-field-services).
</Note>