Troubleshooting an MCR Routing Issue

When Megaport Cloud Router (MCR) is experiencing a routing issue, step through these troubleshooting actions.

Troubleshooting actions

Action	Steps
Perform a pingA ping test transmits data packets to a specific IP address and either confirms or denies connectivity between IP-networked devices. test between the source and destination	A ping test transmits data packets to a specific IP address and either confirms or denies connectivity between IP-networked devices. In the case of confirmation, a ping test shows the latency (the response time) of the connection. Provide the IP address and the subnet mask of services on the Megaport end used for the ping test.
Perform a TracerouteA diagnostic tool that examines how data moves through the internet to determine if a destination is reachable. test between the source and destination	Traceroute testing can help to determine if a destination is reachable. Traceroute sends a sequence of UDPThe User Datagram Protocol (UDP) is a transport layer communications protocol that works on top of Internet Protocol (IP). UDP is one of the core communication protocols of the IP suite used to send messages to other hosts on an IP network. Within an IP network, UDP does not require prior communication to set up communication channels or data paths. UDP speeds up communications by not formally establishing a connection before data is transferred. packets between two points and shows you the route the packets take. Traceroute also measures the transit delays of packets across an IP network. From the host that is originating traffic (A-End), start the traceroute to the destination host. Then run the traceroute from the destination host (B-End) to the origin host. Commands and flags might differ by device. Analyze the results Look for asymmetric routing. If the traffic is not taking the same path, there might be asymmetric routing somewhere in the network. Are there any places in the traceroute where the response time has increased markedly? If so, are those delays within your network? Are there any firewalls or access list rules prohibiting traffic from reaching its destination?
Verify routing configurations and routing tables	Confirm both Layer 2 and Layer 3 configurations. Review metrics, route filters, firewalls, and traffic shaping. Verify the routing table (Layer 3) and confirm whether the prefix in question is reachable and on the expected routing path to Megaport. Confirm that the gateway (the device facing the MCR) is advertising the required prefix if a route filter is in place. Confirm the MCR routing table: Viewing Traffic Routing Through MCR Looking Glass.

Ping and traceroute

Megaport provides standard network diagnostic tools, such as ping and traceroute, directly from an MCR instance.

Customers can run diagnostic requests via the Megaport Portal or the Megaport API. After the tests are complete, the real-time results are fetched and displayed in the Portal.

Note

Diagnostic requests (ping or traceroute) are initiated against a specified MCR.
The destination must be a valid IPv4 or IPv6 address.
The source must be a valid IPv4 or IPv6 address that is configured on the MCR interface.
You cannot cancel a running diagnostic request. The request must complete or naturally time out, then return the result before the next request will run.

To run a ping test

Ping is available only on MCR with at least one active VXC connection.

Log in to the Megaport Portal and choose Services.
Click the Service Diagnostics icon or the Looking Glass icon.
Click the Ping tab.
Type the destination IP into the Destination IP field, then click Run Ping.
Latency results are returned.

To run a traceroute test

Traceroute is available only on MCR with at least one active VXC connection.

Log in to the Megaport Portal and choose Services.
Click the Service Diagnostics icon or the Looking Glass icon.
Click the Traceroute tab.
Type the destination IP into the Destination IP field, then click Run Traceroute.
Packet routing and transit delay results are returned.

Ping and traceroute specifications

Ping and traceroute tests from an MCR are subject to certain limits and specifications. For more information, see Megaport Cloud Router (MCR).

Next steps

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

Troubleshooting results – Provide all troubleshooting steps taken in detail.
General details – The date, time, and time zone in which the issue started.
Loopback details – If you placed loopbacks, note their location and direction.
Interface and BGP configurations on the customer device/Cloud Service Provider side
- Provide the interface settings, including the VLAN number.
- Provide any static routes and routing protocol configurations (EIGRP/OSPF/BGP).
- Provide the BGP ASN.
- Provide all firewall rules and ACL configurations for the data flow experiencing the issue.
Source and destination IP addresses
- Provide the IP packet field containing the IP address of the originating device.
- Provide the IP packet field containing the IP address of the destination device.
High-level network diagram – Understanding how your network design is implemented and the connection into the Megaport network helps identify additional focus areas within the troubleshooting process. Provide a network diagram that includes all devices in the path; note each device’s involved IP addresses and VLANs.
Ping test results – Provide the output of each ping test performed on the service. Provide output tests for all services related to different products (Port, VXC, MCR).
Traceroute test results – Provide traceroute results indicating which side of the connection initiated the test and which side was the destination. We recommend using the A-End and B-End information from your VXC.

Note

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