Standby Socket is Down (Socket HA) Network Playbook

This playbook describes steps to resolve issues when the standby Socket is down and disconnected for Socket High Availability (HA) sites.

Overview

When the Standby Socket for an HA site is down and disconnected from the Cato Cloud, there is no redundancy for the site.

This playbook contains steps you can take to:

  1. Verify that the standby Socket is down.

  2. Remediate the issue.

  3. Verify that the the standby Socket is ready.

These are the different ways that a Cato Management Application admin can verify that the Sockets have an issue related to Socket HA:

  • When the Cato Cloud identifies a Socket HA with the standby Socket down, a HA Status is not ready story is generated in the Stories Workbench with the following Insight: Socket is disconnected.

  • You can also use the Sites page to sort the sites according to the HA Status.

    HA_Status_sites.png

Step 1 - Verifying that the Standby Socket is Down

This section discusses different Cato tools that you can use to verify that the standby Socket in an HA configuration is down or disconnected from the Cato Cloud.

Reviewing Events

Use the Events page to review connectivity events related to the site. The following example shows a filter that is set for all the Disconnected events for the Branch Office site.

socket_down_events.png

Reviewing the Audit Trail

Review changes in the Audit Trail page for the Cato Management Application, and see if there is a configuration that is related to this issue.

Step 2 - Remediating the Standby Socket

Once you verify the standby Socket that is down, here are some actions you can take to remediate the issue.

Connectivity Issues

  1. Confirm that the Socket is properly connected to the ISP modem/router.

  2. Verify that there are no issues with the ISP, for example that there is Internet connectivity.

Socket Hardware and Layer 1 Onsite Issues

The remediation steps in this section require physical access to the Socket and ISP hardware.

  1. Perform layer 1 hardware checks:

    1. Check the Socket LED and port status

    2. Verify that all cables are properly connected. If necessary, unplug and plug the cables in again.

    3. Power cycle the Socket and ISP router/modem.

  2. Review the Link Status in the Socket WebUI:

    1. Connect a laptop via an Ethernet cable to LAN2 or port 8 on the Socket and connect to the Socket WebUI.

      For more information, see Using the Socket WebUI.

    2. If the Link Status is gray, this indicates that the cable is unplugged. Look at the cable for that link and see if there is an issue with it.

    3. If the Link Status is red, then there may be an issue with the physical interface.

      1. Reset the Socket to factory default settings, see the relevant article in Reimaging Cato Sockets.

      2. If resetting the Socket doesn't resolve the issue, start the RMA process with Support, see Cato Socket RMA (Return Merchandise Authorization) Process.

  3. For situations where the Socket can't boot:

    1. (If available) Use a spare power supply unit (PSU) with the Socket to verify that PSU is functioning correctly.

    2. Reset the Socket to factory default settings, see the relevant article in Reimaging Cato Sockets.

    3. If resetting the Socket doesn't resolve the issue, start the RMA process with Support, see Cato Socket RMA (Return Merchandise Authorization) Process.

Audit Trail Issues

If the Audit Trail showed a change that impacted the standby Socket, update the settings to before the change was made (undo or revert the change).

After performing all the steps above and the issue is still not resolved, please contact Support and provide all necessary information.

Step 3 - Verifying that the Standby Socket is Ready

After the standby Socket successfully reconnects to the Cato Cloud, go to the Socket page and confirm that the HA Status is Ready.

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