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Cisco Meraki

Common Dashboard Alerts for Device Connectivity

If a Cisco Meraki device has issues with connectivity to the dashboard, the dashboard should show an alert. These alerts can be viewed by the device in question from your devices list or adding the Alerts column to your list of devices. Reviewing and correcting any alerts will help your network's stability.

Some of the most common alerts are explained below, as well as ways to troubleshoot and correct issues a device may be experiencing.

Device Has Never Connected to the Meraki Cloud

Notification the device has never checked into dashboard

This device has been added to a network but has not successfully contacted the Meraki dashboard to pull its configuration. There are a few things we want to confirm.

The device is receiving power from its power source.

  • via AC adapter or from a device supplying PoE

Confirm the device is establishing a link with the upstream device through its Ethernet port.

Confirm the color of the status light on the device.

  • Keep in mind if the network is configured for devices to run in dark mode

Connect to a known working network connection with access to the internet.

Confirm the device is receiving an IP address from the DHCP server or has a valid static IP assigned.

Take a packet capture on an upstream device to see what traffic the device is sending and receiving.

  • Filtering for the IP address or MAC address of the device and downloading the .pcap file is recommended for larger networks

Perform a factory reset.

A newly added device may take a few minutes to check into the dashboard. If a device has been moved from a different dashboard organization or network recently, it may take longer for the device to check into the dashboard.

If a device has not checked into the dashboard after several minutes since being powered on, but it is associated with a dashboard network and there is other Meraki equipment checking into the dashboard, refer to the device's local status page for the next steps in troubleshooting.

Please reach out to Meraki Support to confirm these findings and work through any potential next steps.

Device is Unreachable

Device unreachable banner

The device reports the last time there was a successful connection to the dashboard. There are a few reasons why a device is unable to establish communication with the dashboard: 

  • Check if the device is receiving power from its power source
    • AC adapter or from a device supplying PoE
  • Confirm the device is establishing a link with the upstream device
  • Confirm the color of the status light on the device
    • Keep in mind if the network is configured for devices to run in dark mode
  • Check if the device is connected to a working internet connection
    • A working internet connection will have access to the IPs, ports, and protocols defined under Help > Firewall info in the dashboard and would be able to successfully pass the connection monitoring test
    • If multiple VLANs are in use upstream, test connectivity on the same VLAN
  • The device is receiving an IP address from the DHCP server or has a valid static IP properly assigned
  • Take a packet capture on an upstream device to see what traffic the device is sending and receiving
    • Filtering for the IP address or MAC address of the device and downloading the .pcap file is recommended for larger networks
  • Perform a factory reset

If a device has not checked into the dashboard after several minutes since being powered on, but it is associated with a dashboard network and there is other Meraki equipment checking into the dashboard, refer to the device's local status page for the next steps in troubleshooting.

Please reach out to Meraki support to confirm these findings and work through any potential next steps.

Bad Internet Connection

bad_internet_connection.png

If a Meraki device is having problems contacting the Meraki cloud through your firewall, content filter, or proxy server, you will experience the following issues and alerts on your Meraki network and dashboard:

  • Yellow connectivity icon on the devices list page and individual device detail page. 
  • Orange bars on the connectivity graph.
  • "This device has poor connectivity to the Meraki controller, possibly due to an asymmetric firewall or NAT issue." is reported on the device details page in dashboard.
  • Devices cannot connect to your network
  • For MR Devices
    • "Gateway warning (bad connectivity to controller, possible firewall or NAT issue)" appears when you place your pointer over the connectivity graph on the AP detail page.
    • You see your wireless network appended with "bad-gateway".
    • The radio light on your AP is solid orange and the green signal lights are flashing on and off.
    • Wireless clients cannot connect to your wireless network.

This is generally caused by an upstream firewall not using stateful packet inspection. In this instance, the Meraki device's TCP SYN packet is reaching the cloud. When the cloud responds to the Meraki device with a TCP SYN/ACK, it is dropped by the firewall. The Meraki device waiting on the TCP SYN/ACK never receives it. Therefore an acknowledgement TCP ACK from the Meraki device is never sent back to the controller to establish the TCP connection. This is called one-way traffic. 

This issue can also be caused when you have two different routers connected to your LAN segment to route traffic to different networks. In this instance traffic from remote network enters the LAN from one router's interface and is sent to a LAN device. When the LAN device replies, it sends the reply to the other router's interface. The router receiving the frame discards the packet because it only sees half of the connection.

To isolate and potentially remedy these issues and alerts please try the following: 

  1. Move your Meraki device to a different network segment where other devices are working and then analyze the difference in the path to the internet. 
  2. Verify that your firewall or any other security devices within your network are not modifying the Meraki device's traffic.
  3. Allow your Meraki devices to bypass your firewall, content filter, proxy server or any other security devices. 
  4. Make sure your firewall is performing stateful packet inspection which allows incoming packets if they are part of an ESTABLISHED connection.
  5. Make sure you only have a single entry and exit interface on your LAN segment.

For more information on configuring your firewall to support the Meraki Cloud, please review this KB:
Firewall Rules for Cloud Connectivity

DNS is Misconfigured

Notification the device is not getting DNS responses

As with almost every device used on the internet, Meraki devices rely on DNS to resolve the dashboard URLs. If a device is reporting issues with its DNS configuration, typically the device is not receiving responses to DNS requests. There are a few things to check to try and find the source of the issue:

  • Firewall rules blocking traffic to or from the DNS servers being used or traffic to UDP port 53
  • Routing traffic to or from the DNS servers
  • Invalid responses back from the DNS server
    • Take a packet capture on an upstream device to see what traffic the device is sending and receiving
      • Filtering for the IP address or MAC address of the device and downloading the .pcap file is recommended for larger networks

If there are no firewall rules blocking DNS traffic and there aren't issues with routing traffic, a way to work around this issue is to change the DNS servers to a working public resolver on the DHCP server. Have the Meraki devices request another IP or set the IP manually, and set the DNS servers to a known working public resolver.

Device is Unable to Find a Gateway to the Internet

Alert the device is unable to find its gateway

The Meraki device is powered on but is not able to use its Ethernet connection or an MR is unable to mesh to another MR in the same dashboard network.

If the device is expected to use its Ethernet port for connectivity to the internet:

  • Confirm the device is establishing a link with the upstream device through its Ethernet port
  • Confirm the device is receiving an IP address from the DHCP server or has a valid static IP assigned
  • Connect to a known working network connection with access to the internet

If the network's design is expected to have an MR functioning as a mesh repeater:

  • Confirm there is an MR in the same dashboard network that is within wireless range and strong enough of a signal

Configuration is Out of Date

Configuration fetch issues for a device banner

A device will download its latest configuration every ten minutes. This alert will be displayed if a device is currently checking into dashboard but hasn't downloaded its configuration in the last hour. If this happens, the status icon under the device on its status page will change color to yellow, but you would expect the historical connectivity data for the device to show a green color.

If this is happening, please check the following areas: 

  • The device's traffic to the dashboard is not being blocked or incorrectly routed by an upstream device
  • Take a packet capture on an upstream device to see what traffic the device is sending and receiving
    • Filtering for the IP address or MAC address of the device and downloading the .pcap file is recommended for larger networks