XDR Network Playbook - Cloud Interconnect Site is Disconnected

This playbook describes steps to resolve issues when your site is completely disconnected.

Overview

Cato continuously monitors a site's status. In specific scenarios, a site may become disconnected if all WAN links are down.

Step 1 - Verifying that the Site is Disconnected

• Browse to Home > Stories Workbench page and use the Network Operations Preset to find the Site down stories. The preset will show stories that are currently not closed and not muted.

• Browse to Home > Events and search for Connectivity events, with the Disconnected subtype.

Step 2- Troubleshooting the Site Disconnected Status

The site is down due to a disconnected BGP session

• Go to Network > Sites > {site name} > Site configuration > Cloud Interconnect, and make sure the error is only present for connectivity and BGP, not for the Cloud Provider or Fabric Service Provider.
• Click on "Test Connection" and confirm that the response is "Failed."
• Proceed to the Troubleshooting the BGP Disconnected Status section in the BGP Session Disconnected playbook for further troubleshooting.

The site is down due to no connectivity to the Fabric Service Provider

• In the cloud platform, verify that the configuration is correct and check the provision status. If configuration changes resulted in a shift in the BGP IPs or a new service key, proceed to apply the changes on the Cato side.

Note: Depending on the chosen fabric provider, some connections might include a cloud provider in the connectivity column.

Raising cases to Cato Support

If, after following this playbook, you are still unable to resolve the issue, you may want to raise a ticket with Cato Support. When doing this, for the fastest resolution, it is essential that you include all insight gathered through following the above steps.

Please see Submitting a Support Ticket.