> ## 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 MVE When Down or Unavailable

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

export const Video = ({url, text, duration, description}) => {
  const errorPrefix = '\x1b[31;1;4mERROR\x1b[0m: Video -';
  if (typeof url !== 'string') {
    url = String(url);
  }
  if (typeof text !== 'string') {
    text = String(text);
  }
  if (!url || url === 'undefined') {
    console.error(`${errorPrefix} the \`url\` property is required — rendering an empty string instead`);
    return <></>;
  }
  if (!text || text === 'undefined') {
    console.error(`${errorPrefix} the \`text\` property is required — rendering an empty string instead`);
    return <></>;
  }
  const youtubeIconMask = "url(\"data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 576 512'%3E%3Cpath d='M549.7 124.1c-6.3-23.7-24.8-42.3-48.3-48.6C458.8 64 288 64 288 64S117.2 64 74.6 75.5c-23.5 6.3-42 24.9-48.3 48.6-11.4 42.9-11.4 132.3-11.4 132.3s0 89.4 11.4 132.3c6.3 23.7 24.8 41.5 48.3 47.8C117.2 448 288 448 288 448s170.8 0 213.4-11.5c23.5-6.3 42-24.2 48.3-47.8 11.4-42.9 11.4-132.3 11.4-132.3s0-89.4-11.4-132.3zM232 336V176l142.7 80z'/%3E%3C/svg%3E\")";
  return <div className="video-callout">
      <div className="callout my-4 flex gap-3 overflow-hidden rounded-2xl border px-5 py-4">
        <div className="mt-0.5 w-4 shrink-0" data-component-part="callout-icon">
          <svg aria-hidden="true" className="size-4 shrink-0" style={{
    WebkitMaskImage: youtubeIconMask,
    maskImage: youtubeIconMask,
    WebkitMaskRepeat: 'no-repeat',
    maskRepeat: 'no-repeat',
    WebkitMaskPosition: 'center',
    maskPosition: 'center',
    backgroundColor: '#0284c7'
  }} />
        </div>
        <div className="min-w-0 w-full text-sm" data-component-part="callout-content">
          <strong>
            Video:{' '}
            <a href={url} target="_blank" rel="noopener noreferrer">
              {text}
              <span className="sr-only"> (opens in a new tab)</span>
            </a>
          </strong>
          {}
          {duration && <> ({duration})</>}
          {}
          {description && <p className="mt-1 mb-0 text-xs text-gray-500 dark:text-gray-400">
              {description}
            </p>}
        </div>
      </div>
    </div>;
};

export const Gloss = ({term, anchor, langDir = 'en'}) => {
  const errorPrefix = '\x1b[31;1;4mERROR\x1b[0m: Gloss -';
  if (typeof term !== 'string') {
    term = String(term);
  }
  if (typeof anchor !== 'string') {
    anchor = String(anchor);
  }
  if (!term || term === 'undefined') {
    console.error(`${errorPrefix} the \`term\` property is required — rendering an empty string instead`);
    return <></>;
  }
  if (!anchor || anchor === 'undefined') {
    console.error(`${errorPrefix} the \`anchor\` property is required — rendering an empty string instead`);
    return <></>;
  }
  const lang = langDir === 'en' ? '/' : '/' + langDir + '/';
  const glossaryPage = lang + 'glossary/#' + anchor;
  return <a href={glossaryPage}>{term}</a>;
};

If your MVE is down or unavailable, step through these troubleshooting actions.

<Tip>
  You can verify MVE status from the Megaport Portal. On the [Services page](/portal-admin/services-page) in the Portal, find the MVE 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/rDRe9sWKaPs" text="How to Check the MVE Status" duration="1:08" description="This video shows how to check the status of an MVE 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" description="This video shows how to check the status of Megaport services directly from the Megaport Portal." />

## Troubleshooting actions

| **Action**                                                           | **Steps**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| :------------------------------------------------------------------- | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Ping test to MVE**                                                 | Run **<Gloss term="ping" anchor="ping" />** tests from MVE to the following destinations: <ul> <li> MVE default gateway IP address </li><li> SD-WAN management server/controller</li><li> Public IP (for example, ns1.google.com, 8.8.8.8)</li></ul> 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.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| **Verify MVE remote access configurations**                          | <ul><li>Check if MVE status is reachable/up in the SD-WAN management controller</li><li>Check if MVE status is up in the Megaport Portal</li><li>Check if SSH works</li><li>Check configurations for different vendors for further troubleshooting </li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                |
| **Verify a [Cisco configuration](/mve/cisco/creating/creating-mve)** | **Check if Megaport API call communication is allowed**<br />The Cisco vManage console uses Megaport API calls to synchronize and authenticate the MVE. If you use a vManage console that does not allow this API call, for example, an on-premises vManage, you might need to open ports on the customer firewall protecting the on-premises vManage. For more information, see [Firewall Ports for Cisco SD-WAN Deployments.](https://www.cisco.com/c/en/us/td/docs/routers/sdwan/configuration/sdwan-xe-gs-book/cisco-sd-wan-overlay-network-bringup.html#c_Firewall_Ports_for_Viptela_Deployments_8690.xml) <br /><br />**Ensure internet access is granted (vManage)**<br />For an edge device to come online, it needs internet access through the Transport & Management VPN. <br /><br />To check the configuration details in vManage:<br /><ol><li>Go to Configuration > Templates and click Feature.</li><li>Find the template you’ve applied (created as a Cisco VPN Interface Ethernet type). </li><li>Click the ellipsis (...) on the far right and choose either View or Edit to review the details.</li></ol>                                |
| **Verify a [Fortinet configuration](/mve/fortinet/creating-mve)**    | **Ensure SSH access is granted**<br />Try to connect using SSH to the Fortinet MVE instance using the private key generated when ordering and the public IP address assigned by Megaport. The default username is `admin`.<br /><br />For example:<br />`ssh -i ~/.ssh/mp1-mve-sa-sandbox admin@162.43.xx.x` <br /><br />Note the key pasted in the Megaport Portal is the public key and the key used for SSH is the private one.<br />If you cannot connect with SSH to the MVE while the VM is up, you might need to delete and re-generate the MVE. <br /><br />**Ensure HTTPS access is allowed**<br />Self-hosted web access to the FortiGate is delivered through a secure HTTPS session. The MVE blocks all access to the public IP addresses assigned to the device until you SSH into it and grant HTTPS access.<br /><br />You can verify if access is allowed with the following command: <br />`show system interface`                                                                                                                                                                                                                          |
| **Verify a [Versa configuration](/mve/versa/creating-mve)**          | Verify the remote access configuration in Versa Director:<br /><ol><li>Select the **Configuration** tab in the top menu bar.</li><li>Select Templates > Device Templates in the horizontal menu bar.</li><li>Find your device template and click View.</li></ol>In the details, you can review the configuration, including if SSH is enabled.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **Verify a [VMware configuration](/mve/vmware/creating-mve)**        | Verify the device configuration is correct in Orchestrator:<br /><ol><li>Go to Configure > Profiles and select the applied configuration profile.</li><li>Select the **Device** tab. </li><li>Ensure Cloud VPN is enabled.</li><li>Ensure only the device type for **Virtual Edge** is selected.</li><li>In Interface Settings, ensure GE1 and GE2 are disabled. </li><li>Select the **Firewall** tab.</li></ol>Ensure Support Access and Local Web UI Access from specific IP addresses are allowed. (This will also help with potential troubleshooting.)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| **Verify ACL/FW rules on customer devices**                          | During some troubleshooting sessions where the circuit is up but you cannot ping between <Gloss term="Layer 3" anchor="layer3" /> endpoints, there might be a firewall or ACL in between.<br /><br />It is essential to know the source of the ping and its destination and the path, and any intermediate devices it traverses. Megaport will require a network diagram and the traceroute result before investigation and troubleshooting. Inaccurate information might lead to wrong troubleshooting results and inappropriate solutions.<br /><br />Perform these checks before submitting a support request:<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>On many devices, it is possible to set an interface to filter or ignore ICMP requests, leading to a failed ping, while other traffic might pass without problems. |

## Next steps

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

* 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>