Introduction

If your physical appliance loses connectivity, you will receive an email stating that connectivity was lost, and providing its last known local IP address,  

The following procedures should help you regain connectivity and are provided in the email, as well this article. The cause of the outage could be due to a network or power outage, a networking change, or a faulty appliance. 

Please investigate the issue by checking your appliance for the following:

Troubleshooting Procedures:

Verify that the appliance is getting an IP address on your network

To verify that it's getting a local IP address, please check the following:

1. Ping the appliance from your network.
2. Ensure the appliance is receiving a local IP from your switch.
3. If reachable by network, verify the connectivity using a self-check method such as:
   1. Connect to the appliance using SSH and open the Appliance Management Console or browse to the Field Effect Portal's Status Page and verify the appliance's connectivity status.

Verify that the appliance is allowed to establish outbound connections   

If you can ping the appliance's IP address locally, the appliance is online - but it is unable to communicate back with Field Effect MDR. 

If this is the case, ensure that our relay connection is allowed as an outbound connection within your firewall(s) rules. 

You can use the Appliance Status Page to find your appliance's relay server hostname, that needs to be allowed as an outbound connection.  

Verify the appliance's physical connections

Refer to your appliance's Configuration Guide and check the following for errors or misconnections:

• Check network cables connecting the appliance.
• Check for power, and/or try a different power source.
• Ensure that the USB YubiKey (encryption module) is fully seated the port. 
  • Also try another USB port on the device if required.
• Reboot the appliance.
• If the appliance does not come back online after a reboot, please connect a keyboard and monitor to the appliance
• Check for a login prompt and login locally to the Appliance Management Console or browse to the Field Effect Portal's Status page.