Socket Link Down - Network Playbook

This playbook describes steps to resolve Partially Disconnected alerts that are triggered when your site is still up, but one of the WAN links is currently down.

Overview

This playbook is designed to walk you through a story in which your site is still online with the Cato Cloud, but one of the WAN links is disconnected or offline.

It applies to either of these scenarios

  • A Socket link is down

  • An IPSec link is down

A Socket link is Down

The following section should be used to resolve a scenario where a Socket link is down. There are two scenarios where a link is considered down:

  • The port is up, but the tunnel is disconnected

  • The port is down

For an IPSec configuration, see below.

Step 1 - Starting the Link Down Investigation

There are multiple ways to start your investigation when you suspect that a link is down.

  • A story in the Stories Workbench.

    • Use the Network Operations preset filter and adjust the time frame if necessary. The story provides information about the investigation, such as if the port is down or up, access to the Socket WebUI, and more.

      socket_port-status.png
  • An Event

    • Search for the Link Down event

  • A site is showing as disconnected

Step 2 - Verifying the Link is Down

This section discusses different Cato tools that you can use to verify that one of the links is unavailable.

Site Analytics

Use the Network Analytics to show the packet loss experienced on any of the links. In the Network Analytics page for the site (Network > Sites > [site name] > Site Monitoring > Network Analytics), scroll to the Tunnel Age dashboard.

The Tunnel Age dashboard can help you identify if, and when, the link went down. You can select the checkbox for only the relevant link(s) to see information specific to them.

Socket WebUI

Within the Socket WebUI , there are several options to understand more about the connectivity issues.

  • Use the Monitor page to verify the link status. Click the relevant LED to get more information about the connectivity status.

  • Use the Network Tools in the Tools page to run a series of tests.

  • Use the Traffic Capture page to collect a PCAP file and Socket logs for further analysis.

Scheduled Maintenance

Verify that you do not have any scheduled maintenance taking place on any aspect of your network communications, for example, with your ISP.

Note

Note: For ILMM customers, in the Cato Management Application, use the Scheduled Maintenance tab on the ILMM Service page to verify that there is no scheduled maintenance taking place.

Step 3 - Remediating Socket Link Down

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

Audit Trail Issues

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

Network Settings

  1. In the Cato Management Application, verify the current WAN configuration.

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 front and back panel LEDs. There should be a light on for each WAN port.

    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.

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

An IPSec link is Down

The following section should be used to resolve a scenario where an IPSec link is down.

Step 1 - Starting the Link Down Investigation

There are multiple ways to start your investigation when you suspect that an IPSec link is down.

  • A story in the Stories Workbench.

    • Use the Network Operations preset filter and adjust the time frame if necessary.

  • An Event

    • Search for the Link Down event.

  • A site is showing as disconnected

Step 2 - Verifying the Link is Down

This section discusses different Cato tools that you can use to verify that one of the links is unavailable.

Site Analytics

Use the Network Analytics to show the packet loss experienced on any of the links. In the Network Analytics page for the site (Network > Sites > [site name] > Site Monitoring > Network Analytics), scroll to the Tunnel Age dashboard.

The Tunnel Age dashboard can help you identify if, and when, the link went down. You can select the checkbox for only the relevant link(s) to see information specific to them.

Scheduled Maintenance

Verify that you do not have any scheduled maintenance taking place on any aspect of your network communications, for example, with your ISP.

Note

Note: For ILMM customers, in the Cato Management Application, use the Scheduled Maintenance tab on the ILMM Service page to verify that there is no scheduled maintenance taking place.

Step 3 - Remediating An IPsec Link is Down

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

Audit Trail Issues

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

Troubleshoot IPsec Connectivity
  1. There are many factors that can cause an IPsec tunnel to be down. Follow these steps to resolve your issue.

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

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