Troubleshooting MCR When Down or Unavailable

You can verify MCR status from the Megaport Portal. On the Services page in the Portal, find the MCR and mouse over its icon. A message displays the status of the service. The color of the icon also indicates the service status.

Troubleshooting actions

Action	Steps
Perform a ping test to the MCR	Although the MCR cannot initiate tests internally, you can verify connectivity by running ping tests to the MCR from devices connected at . For example, if one of the MCR interfaces is set with IP address 172.16.100.2 with subnet mask 30, run the ping test from the connected device with IP address 172.16.100.1. A successful ping test confirms basic connectivity and shows the latency (response time).
Verify Layer 2 connectivity (ARP)	Confirm that the IP address of the MCR is mapped correctly to the MAC address in the table. For example, enter show ip arp. Layer 2 controls the flow of data between nodes on WAN or LAN segments, and is also responsible for detecting and possibly correcting errors. connectivity issues can affect the functionality of your VXCs, which connect to your MCR. 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 . For additional guidance, contact your Account Manager and request a meeting with a Megaport Solution Architect.
Verify ACL/FW rules on your devices	During some troubleshooting sessions where the circuit is up but you cannot ping between Layer 3 endpoints, there might be a firewall or in between. On many devices, it is possible to set an interface to filter or ignore ICMP requests on many devices, leading to a failed ping, while other traffic might pass without problems. It is essential to know the ping source, its destination, the path, and any intermediate devices it traverses. Megaport requires customers to provide a network diagram and the result before investigation and troubleshooting. Inaccurate information might lead to wrong troubleshooting results and inappropriate solutions. Perform these checks before opening a ticket with Megaport support: Ensure the source device is sending the ping packets by examining the egress interface/subinterface. Ensure the destination device is receiving the ping packets by reading the ingress interface/subinterface. Perform a traceroute and find the hop where the traceroute starts to time out. Examine the configuration on the hop.

Next steps

If the troubleshooting actions do not resolve your issue, contact support. Before contacting support for assistance, provide details of all troubleshooting steps. For example, if loops were placed, note where they were located and their direction.

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

​Troubleshooting actions

​Next steps

Troubleshooting actions

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