Suggested Actions on Unreachable Devices Alert

Unreachable Device

An unreachable device is a Meraki device that was previously online but is no longer communicating with the Meraki cloud currently. This document will walk through troubleshooting steps to get the device back online.  

Alerts

The Meraki dashboard alert is triggered when there is a problem in the path from the node to the Meraki cloud. You can find the alerts in the following sections of the dashboard. Clicking on the unreachable device link within the alert will open the suggested actions. 

1. Product page: A banner with the unreachable device information will be visible under the device name. 
2. Top navigation bar: The notification (bell) icon will display an unread notification for all alerts including suggested actions for unreachable devices.
   
    
3.  Alerts: Additionally, an alerts page can be found under both Assurance and Organization tabs that displays all types alerts including those for unreachable devices.  
         

Guided Suggested Actions 

To access the guided troubleshooting workflow, click See details in the unreachable device banner or simply click Suggested actions within the alerts under notifications.  

Mark each step complete and the next suggested action will automatically expand.

  

1. Check for outages: On a separate tab, open the Meraki Status page and check if an outage is already reported on the device. If outage has been reported, follow the status page for further guidance.  
2. Check for upstream devices:  If you have access to a neighboring device, perform the following checks:  

• Check the operational status (online/offline) and port activity of the neighbor device. If the upstream neighbor is a Meraki offline device proceed to perform “Suggested actions” on the neighboring device.

• Collect a packet capture on the neighbor device and save the file for reference. 

  • Can't collect a capture: choose this button if you are unable to capture a packet on the neighboring device.

  • Capture collected: choose this button if you have collected packet capture and attach it to the case.

3. Check device power: Check the device LED status. If green or rainbow, it is ON. If LED is off or Red, try a different power source and select the right button as listed below. If LEDs are still off, continue to create a Support Case.

• LEDs are ON
• LEDs are still OFF
• Can't check LEDs

4. Access local status page: Check the Cisco Meraki Device Local Status Page (LSP) for instructions on how to open the page for each device type. 

• Check if the right IP address is assigned to the device and there are no firewall rules blocking traffic. 
• Take a screenshot of the connection tab and share it within the case once created.  
• If you are unable to open the local status page, indicate so by clicking the Unable to open LSP button. 

5. Collect Support Data Bundle (SDB): Instructions to download are located in the Using the Support Data Bundle documentation. Save the SDB and attach to the support case if created.
6. Reboot/Reset Device: Rebooting the device will delete all volatile logs and debug information, which will prevent our team from performing a Root Cause Analysis. Only proceed with the below steps if restoring network connectivity is urgently required.  

• Reboot the device and wait 15 minutes.  
• If device is still offline, factory reset the device and wait 15 minutes.
  (Note: This will clear any static IP configuration. Review the LAN IP section of the node's details page to reconfigure it if needed). 
• If the issue persists, collect a new Support Data Bundle (SDB). Share this within the case once created. 
• If you wish to not reboot/reset the device, indicate so by clicking the Skipped button

7. Contact support: If the device is still not on after completing all the suggested actions, click the Submit Case button. 

• The case will automatically capture all the troubleshooting steps completed, so no information needs to be repeated.  
• After the case is created, use the Upload file button within the case details section to attach all troubleshooting documentation, including packet captures and SDB files.  

• For immediate assistance, use the Call us button with case details.