> ## 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}) => {
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    WebkitMaskImage: youtubeIconMask,
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    WebkitMaskRepeat: 'no-repeat',
    maskRepeat: 'no-repeat',
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    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 GlossaryLayer3 = () => <>
    Layer 3 of the OSI model is the network layer. It translates logical network address into physical machine address (IP addressing). Layer 3 routers analyze traffic based on address details and forward appropriately, requiring knowledge of the details generally exchanged in BGP sessions for routing table exchanges.
  </>;

export const GlossaryPing = () => <>
    A ping test transmits data packets to a specific IP address and either confirms or denies connectivity between IP-networked devices.
  </>;

export const Gloss = ({term, anchor, langDir = 'en', description, children}) => {
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  if (!term || term === 'undefined') {
    console.error(`${errorPrefix} the \`term\` property is required — rendering an empty string instead`);
    return <></>;
  }
  const content = children ?? description;
  const hasContent = content !== undefined && content !== null && content !== '' && content !== 'undefined';
  if (!hasContent) {
    if (typeof anchor !== 'string') {
      anchor = String(anchor);
    }
    if (!anchor || anchor === 'undefined') {
      console.error(`${errorPrefix} either \`anchor\`, \`description\`, or child content is required — rendering an empty string instead`);
      return <></>;
    }
    const lang = langDir === 'en' ? '/' : '/' + langDir + '/';
    const glossaryPage = lang + 'glossary/#' + anchor;
    return <a href={glossaryPage}>{term}</a>;
  }
  return <span>
      <button type="button" aria-expanded={expanded} aria-controls={id} onClick={() => setExpanded(value => !value)} className="underline decoration-dotted underline-offset-4 text-gray-700 hover:text-gray-900 dark:text-gray-300 dark:hover:text-gray-100">
        {term}
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      <span id={id} hidden={!expanded} style={{
    borderLeftColor: 'var(--color-primary)'
  }} className="mt-2 flex flex-col gap-1 rounded-lg border border-l-4 border-gray-200 bg-gray-50 px-5 py-4 text-sm dark:border-gray-700 dark:bg-white/5">
        <span className="text-xs font-bold tracking-wide text-gray-500 uppercase dark:text-gray-400">
          Glossary
        </span>
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          {term}
        </span>
        <span className="text-gray-700 dark:text-gray-300">{content}</span>
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};

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"><GlossaryPing /></Gloss>** 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"><GlossaryLayer3 /></Gloss> 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>


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