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Troubleshooting IX Connectivity

A loss of connectivity to the IX (Internet Exchange) can be caused by several issues, including a Down status, flapping, packet loss, 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.


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.

Troubleshooting actions

Action Steps
Check interface or CRCCyclic redundancy check.
A type of error detection code used to detect transmission errors in data.
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 SFPSmall form pluggable.
A hot pluggable transceiver used in data communication and telecommunication networks to enable data transmission between two devices.
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 pingA ping test transmits data packets to a specific IP address and either confirms or denies connectivity between IP-networked devices. 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:
  • Route servers in the IX network
  • Bilateral peers
Verify Layer 2 connectivity (ARP)Address Resolution Protocol.
An ARP routing table contains a list of MAC address (Layer 2) to IP address (Layer 3) mappings.
to route servers and/or bilateral peers
Layer 2The data link layer of the OSI model. L2 provides node-to-node data transfer (a link between two directly connected nodes). Most Megaport Virtual Cross Connects (VXCs) operate at L2. controls the flow of data between nodes on WAN or LAN segments, and is also responsible for detecting and possibly correcting Layer 1The electrical and mechanical layer of the OSI model that conveys the bit stream (electrical impulse, light or radio signal) through the network. L1 provides the hardware means of sending and receiving data on a carrier. Fiber optic cable/SFP terminations are considered Layer 1, as well as the physical Port. errors. Layer 2 connectivity issues can affect the functionality of your VXCs. When connecting to a Cloud Service Provider (CSP), ensure that the VLAN configuration details are correct. Use particular caution when connecting to Azure, as you will be using Q-in-Q802.1Q tunneling (also known as Q-in-Q or 802.1ad) is a technique used by OSI Layer 2 providers for customers. 802.1ad provides for both an inner and an outer tag whereby the outer (S-tag) can be removed to expose the inner (C-tag) tags that segment the data..

Layer 2 connectivity issues can also impact 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 peeringA process by which two internet networks connect and exchange traffic. This allows these two internet networks to directly exchange traffic between each other’s customers, without having to pay a third party to carry that traffic across the internet. with Megaport or other organizations, ensure that you have specified the correct MAC address in the Megaport Portal.
    Perform these checks before raising a support request:

  1. Check the status of your IX service with the MegaIX Looking Glass. 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.
  2. If you are not peering directly with Megaport, confirm any configuration changes with the company you are peering with.
  3. Run a ping test to verify whether you are connected to Layer 2.
  4. Check the ARP tables and confirm that the MAC address is visible in the Megaport Portal.
  5. Confirm that the configuration matches Megaport Technical Specifications.

    For additional guidance, reach out to your Account Manager and request a meeting with a Megaport Solution Architect.

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


For more information on when a field service technician is needed onsite at the data center, see Customer Field Services.

Last update: 2024-04-15