Troubleshooting a Faulty MX Appliance or Z-Series Teleworker Gateway
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Overview
This article outlines common symptoms and troubleshooting steps for Cisco Meraki MX WAN appliances and Z-Series teleworker gateways, and provides information about how to request a Return Merchandise Authorization (RMA).
There are circumstances where a security appliance will fail and the only option is to replace the device. However, many symptoms that may appear as device failure can be resolved with simple troubleshooting steps.
When determining if an appliance is faulty, complete the checks outlined in this article. As per the device's replacement warranty, Cisco Meraki can replace a faulty device. To minimize downtime and cost, complete all troubleshooting steps before requesting an RMA.
Learn more with these free online training courses on the Meraki Learning Hub:
Troubleshooting no lights when appliance is powered on
The appliance shows no light activity when powered on.
Troubleshooting steps
- If your model includes a rear power switch, make sure it is turned on. The MX60, MX64/W, MX65/W, MX67/W, MX68/W, and MX75 do not include a rear power switch.
- Connect the appliance to a different power source.
- Try a different power cable.
- If the appliance still shows no light activity after connecting to a verified working power source with a verified working cable, the unit is faulty and requires an RMA.
Troubleshooting solid orange power LED
The appliance has a solid orange power LED, which indicates that the appliance is unable to reach the cloud.
Troubleshooting steps
- Connect to the appliance's Local Status Page and check the management IP configuration.
- If the appliance should receive a dynamic IP configuration via DHCP, verify that it received an IP address.
- If the appliance requires a static IP configuration, verify that the static IP is set correctly.
- Verify that the appliance's management VLAN is configured correctly, or left blank if it should be untagged.
- Verify that no upstream firewalls are blocking the appliance's management traffic.
- Plug the appliance's uplink cable into another device, such as a laptop, to test for internet connectivity.
- Perform a factory reset on the device and reconfigure the management IP as needed.
- If the issue persists, collect the SDB Bundle (OOB Logs) from the Local Status Page and provide the logs to the Meraki Support Team.
Troubleshooting no link lights on Ethernet port
No link lights appear when connecting a device to an Ethernet port on the appliance.
Troubleshooting steps
- Verify that the port is enabled. In the dashboard, navigate to Security & SD-WAN/Teleworker Gateway > Monitor > Addressing & VLANs > Per-port VLAN Configuration, select the port, and confirm that Enabled is set to Enabled.
- Verify that the connected device is on and functioning.
- Connect the device to another port on the same appliance.
- Connect the device to a switch or another network appliance to test connectivity.
- Swap the Ethernet cable with a known working cable.
- Perform a factory reset on the device.
- If link lights still do not appear on the port when a working device is connected with a working Ethernet cable, the unit is faulty and requires an RMA.
Requesting an RMA
If the steps above indicate that the unit requires an RMA, contact Support to begin the RMA process. Be prepared to outline the troubleshooting steps completed so far and provide a shipping address to help expedite the process.
Support may recommend additional troubleshooting steps not outlined in this article, depending on the nature of the issue.
Reference the RMA documentation article for additional information about device replacement.
Replacing an existing MX with a different MX
After your RMA has been processed and you have received your replacement device, follow the instructions on replacing an MX with another MX.