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Version: v25.07.31

Routing Troubleshooting

This document follows a structured method for troubleshooting route configuration-related connectivity issues on the CE (Customer Edge) devices. It is designed to be used step-by-step in order to solve the issue correctly.

Troubleshooting Steps​

Issue: Route Configuration Not Working​

Symptom​

The routes are not configured as expected on the CE device. and connectivity tests (e.g., ping) fail to reach the target IP.

Cloud Configuration verification​

Access the CE Terminal​

  • Log in to the CE terminal with superuser privileges to perform diagnostic checks.
sudo su -

Check Route Configuration File​

This command is used to review the configuration file of a CE device (for example, the file is shown below, although the actual location of the file may vary). The file and format will depend on the CE device's operating system and configuration method.

cat /tmp/last_config_response.json | jq .protocols.staticRoutes

The given one is just an example output; when this command is run, it will show something like this.

Example Response​

[
  {
    "address": "50.50.50.1",
    "netmask": "255.255.255.248",
    "gatewayIp": "50.50.50.1",
    "announce": false,
    "routeId": "e3489fc76ac743bc8aace7cc55276da7",
    "deviceId": "64cafee7f2366e57b7b0d141",
    "deviceLabel": null,
    "routeType": "user",
    "interfaceName": "vti56_1_3",
    "overlayIp": "100.100.1.6",
    "priority": 0
  },
  {
    "address": "192.168.254.0",
    "netmask": "255.255.255.0",
    "gatewayIp": "172.30.3.141",
    "announce": true,
    "routeId": "3758a055c59b4650aae8f947fe6ca821",
    "deviceId": "64e353e7f2366e57b7b3e0ba",
    "deviceLabel": null,
    "routeType": "custom",
    "interfaceName": "eth3",
    "overlayIp": null,
    "priority": 1
  },
  {
    "address": null,
    "netmask": null,
    "gatewayIp": null,
    "announce": true,
    "routeId": "64cafee7f2366e57b7b0d141",
    "deviceId": "64cafee7f2366e57b7b0d141",
    "deviceLabel": "Device2",
    "routeType": "peers",
    "interfaceName": "vti56_1_3",
    "overlayIp": "100.100.1.6",
    "priority": 0
  },
  {
    "address": null,
    "netmask": null,
    "gatewayIp": null,
    "announce": true,
    "routeId": "64d9cc4ff2366e57b7b2432c",
    "deviceId": "64d9cc4ff2366e57b7b2432c",
    "deviceLabel": "Device1",
    "routeType": "peers",
    "interfaceName": "vti56_1_3",
    "overlayIp": "100.100.1.1",
    "priority": 0
  }
]

Carefully look at the contents of the file and identify any misconfigurations, typos, or omissions regarding the problematic routes.

Q:1 How to check the route configuration files of a CE device?

To check the route configuration files on a CE device, you must log in with superuser privileges and inspect the cloud‑pushed configuration stored on the device. The recommended method is: Access the CE terminal with root privileges :- sudo su - , 2. View the last applied route configuration :- cat /tmp/last_config_response.json | jq .protocols.staticRoutes. This command displays all static routes received from the cloud, including: Route address and netmask, Gateway IP, Interface name , Route type (user, custom, peers) , Priority, Overlay IP. By reviewing this JSON output, you can verify whether the CE received the correct route configuration and identify any missing or incorrect entries.

Q:2 Which places should be checked if gatewayIp is null during troubleshooting

1. Cloud configuration → Verify if the route was created with a valid gateway IP in the cloud UI. 2.Peers routes → Check if the route is auto‑generated by VPN/overlay; in that case, gatewayIp null is normal. 3. User/custom routes → If it’s a custom route, null gateway is wrong; update with a valid gateway IP. 4. Sync status → Confirm the CE device has received and applied the updated configuration.