> ## 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 MCR When Down or Unavailable

> This help topic describes troubleshooting steps to identify and solve problems when MCR is down.

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If your Megaport Cloud Router (MCR) is down, the root cause could be the status of your attached Ports or VXCs, the BGP configuration, or the interface settings. Step through these troubleshooting actions to isolate the issue.

<Tip>
  You can verify MCR status from the Megaport Portal. On the [Services page](/portal-admin/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.
</Tip>

<Video url="https://youtu.be/z7EBbhKV8pA" text="How to Check the MCR Status" duration="1:06" description="This video shows how to check the status of an MCR from the Services page in the Megaport Portal, using the icon indicators." />

<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://www.youtube.com/watch?v=MkYtlmAqRGY" text="How to Check the Status of Your Megaport Services" duration="1:02" description="This video shows how to check the status of Megaport services directly from the Megaport Portal." />

## Troubleshooting actions

| **Action**                              | **Steps**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        |
| :-------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Perform a ping test to the MCR**      | Although the MCR cannot initiate **<Gloss term="ping" anchor="ping" />** tests internally, you can verify connectivity by running ping tests to the MCR from devices connected at <Gloss term="Layer 3" anchor="layer3" />. 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.<br /><br />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 <Gloss term="Address Resolution Protocol (ARP)" anchor="arp" /> 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 <Gloss term="Layer 1" anchor="layer1" /> errors. <Gloss term="Layer 2" anchor="layer2" /> connectivity issues can affect the functionality of your VXCs, which connect to your MCR. 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" />. 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 <Gloss term="ACL" anchor="acl" /> in between.<br /><br />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.<br />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 **<Gloss term="traceroute" anchor="traceroute" />** result before investigation and troubleshooting. Inaccurate information might lead to wrong troubleshooting results and inappropriate solutions.<br /><br />Perform these checks before opening a ticket with Megaport support:<br /><ul><li>Ensure the source device is sending the **ping** packets by examining the egress interface/subinterface.</li><li>Ensure the destination device is receiving the **ping** packets by reading the ingress interface/subinterface.</li><li>Perform a **traceroute** and find the hop where the traceroute starts to time out. Examine the configuration on the hop.</li></ul> |

## 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.

<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>