Troubleshooting MCR When Down or Unavailable
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 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 from the MCR | Run pingA ping test transmits data packets to a specific IP address and either confirms or denies connectivity between IP-networked devices. tests from MCR to the following destinations:
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| Verify Layer 2 connectivity (ARP) | Confirm that the IP address of the MCR is mapped correctly to the MAC address in the Address Resolution Protocol (ARP)The Address Resolution Protocol (ARP) routing table contains a list of MAC address (Layer 2) to IP address (Layer 3) mappings. 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 Layer 1Layer 1 of the OSI model conveys the bit stream (electrical impulse, light or radio signal) through the network at the electrical and mechanical level. It provides the hardware means of sending and receiving data on a carrier, including defining cables, cards, and physical aspects. A fiber optic cable/SFP terminations would be considered Layer 1, as well as the physical Port. errors. Layer 2Layer 2 of the OSI model is the data link layer. This provides node-to-node data transfer (a link between two directly connected nodes). Most Megaport Virtual Cross Connects (VXCs) operate at this layer. Layer 2 is divided into Media Access Control (MAC) layer (controls how devices in a network gain access to medium and permission to transmit), and Logical Link Control (LLC) layer (responsible for identifying network layer protocols and then encapsulating them and controls error checking and frame synchronization). 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 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 (sometimes called S-tag for service provider) can be removed to expose the inner (C-tag or customer) tags that segment the data. . 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 ACLAn access control list (ACL) is a set of rules that control access to a network device or resource. ACLs are used to specify which traffic is allowed to enter or exit a network, and can be used to filter traffic based on various criteria, such as IP addresses, protocols, ports, and other parameters. ACLs are commonly used in routers and firewalls to control the flow of network traffic between different network segments or between a network and the internet. 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 tracerouteA diagnostic tool that examines how data moves through the internet to determine if a destination is reachable. 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:
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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 on when a field service technician is needed onsite at the data center, see Customer Field Services.