Meraki Go - Alerts and Errors
Overview
The Meraki Go app contains a set of helpful error messages, each with their own cause and resolution. Sometimes, an alert is more complicated than what can be comfortably described in the Go app. This document aims to provide more details around each potential problem.
In this topic all errors and alerts can be found documented with screenshots. These articles also reflect what causes these errors and how to resolve them for the long term.
Guided Troubleshooting Tool for Offline Devices
Please use the following tool for assisting in troubleshooting devices that appear to be offline or unreachable from the Meraki cloud:
Are there any outages currently reported in status.meraki.net?
Current Outages reported
Monitor the status.meraki.net page for further updates while waiting for a fix.
No current outages reported
Most likely the device is unable to communicate with the Meraki cloud due to a problem in the path to the cloud. You will need to troubleshoot this problem from the device itself, as the dashboard is not able to collect data from it at this moment. If you have multiple offline devices on the site, please identify the one that is closest to your Internet Service Provider to continue the troubleshooting. If you have a GX (Security Gateway), this will likely be the closest device. You can try and follow the cable coming from the device given to you by your Internet Service Provider. If you are still unsure, try following the cable from the wall socket where the Internet line connects to the building.
Is the Device ON?
Look at the device's LEDs to confirm if it seems to be powered on.
Device's OFF
Please test a different power source. If the issue persists, please take a picture of the device where the serial number is visible and share it with the Meraki support team, along with the other symptoms.
Device is ON
Can you open the Local Status Page page?
You can check the document Local Status Page for Meraki Go Hardware for instructions to open the local status page for each kind of device.
Can't access the Local Status Page
Please reboot the device and wait ~15 minutes to see if the device checks in.
Also, please try again to open the local status page.
Did the device become online after the reboot?
Yes, device is online after reboot
To avoid the issue from happening again, please ensure your device is running the latest firmware available. In case the device is already running the latest firmware and you want to troubleshoot this further please wait for the next occurrence of the problem and contact Meraki support while the issue is happening and you have physical access to the device.
No, device is still offline
Please factory reset the device and wait ~15 minutes to see if the device checks in.
After a factory reset the device will lose any static IP configuration. Review the LAN IP section of the node's details page to reconfigure it if needed.
Did the device become online after a factory reset?
Yes, device is online after factory reset
To avoid the issue from happening again, please ensure your device is running the latest firmware available. In case the device is already running the latest firmware and you want to troubleshoot this further please wait for the next occurrence of the problem and contact Meraki support while the issue is happening and you have physical access to the device.
No, device is still offline
Try accessing the local status page again, if the local status page is still unreachable please contact the Meraki support team while you have physical access to the device.
After a factory reset the credentials to access the local status page will be the serial number (upper case letters and dashes) with no password.
Yes, I connected to the Local Status Page
Do you see any alert?
Yes, I see something's not right
Review the details of the alert and see the potential next steps:
| Error | Suggestions |
| This <device-type> does not have a working DNS server. | It means the configured DNS server is not responding or is not reachable. Confirm the device is using the right DNS server and the communication between them is not blocked. |
| This <device-type> is not connected to the Internet. |
The device is having problems reaching out the internet. The device tests internet connectivity by trying to reach out with pings to 8.8.8.8 and HTTP requests to www.canireachthe.net. Check to ensure there are no devices in the path to the Internet that are blocking this communication. |
| This <device-type> is not connected to the Cisco Meraki cloud. |
The device is not able to reach out to the dashboard. Please confirm there are no devices in the path to the Internet blocking any communication. Please reach out to Meraki Support for advise on the specific destinations that the device needs to get to. Other features on devices in the path to the Internet can also block the connection. A common cause is SSL inspection (also known as HTTPS inspection/HTTPS decryption) which can prevent the device from synchronizing with the cloud. |
Try to fix the network environment until you no longer see any alert.
If you are not sure what needs to be fixed and need further assistance, please collect the Support Data Bundle (SDB) and share it with the Meraki support team, along with screenshots of the local status page.
No Alert, the device states it is functioning normally
If you don't see an alert and the node is still offline in dashboard please collect the the Support Data Bundle (SDB) after that please reboot the device and wait ~15 minutes to see if the device checks in.
Did the device become online after the reboot?
Yes, device is online after reboot
To avoid the issue from happening again, please ensure your device is running the latest firmware available. In case the device is already running the latest firmware and you want to troubleshoot this further contact Meraki support team and share the SDB file that you downloaded in the previous step.
No, device is still offline
Please factory reset the device and wait ~15 minutes to see if the device checks in.
After a factory reset the device will lose any static IP configuration. Review the LAN IP section of the node's details page to reconfigure it if needed.
Did the device become online after a factory reset?
Yes, device is online after factory reset
To avoid the issue from happening again, please ensure your device is running the latest firmware available. In case the device is already running the latest firmware and you want to troubleshoot this further contact Meraki support team and share the SDB file that you downloaded in the previous step.
No, device is still offline
Please open the local status page again and collect a new Support Data Bundle (SDB), then contact the Meraki support team while you have physical access to the device. Also ensure you share both SDB files that you collected before.
After a factory reset the credentials to access the local status page will be the serial number (upper case letters and dashes) with no password.
Can't check, I'm remote
You will need physical access to the device to troubleshoot further. Try contacting anybody who is at that location and ask them to check for you.
Possible Alert Messages
Each alert message below can be clicked on, for more information on how to troubleshoot them:
- Has never connected to the Meraki cloud.
- DNS Misconfigured
- Bad IP Assignment Configuration
- Bad Internet Connection
- Poor Connectivity to the Meraki cloud
- The Cisco Meraki Cloud is having difficulty communicating with this device.
- Connection to the Cisco Meraki Cloud is using the backup Cloud connection
- Unable to find a gateway to the internet
- This device is using a DHCP IP address from VLAN # instead of using configured VLAN #.
- Configuration updates:
- This device's firmware version does not match your network firmware version.
- This device's gateway does not match that of the majority of your devices.
- High interference on channel #
- Uplink IP address in conflict with another device
- Mass disassociation event
- Radar detected on configured operating channel #
- Regulatory domain mismatch