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Version: v24.12.13

Single arm troubleshooting

This is usually a single-arm configuration, where CE is connected to PE onone interface. Troubleshooting usually involves verification of gateway and networking interface correct configurations, routing, and communication toward hiCLOUDS. Common symptoms include failure to reach destinations beyond the local network, connectivity drops or registration failures with hiCLOUDS. This guide will walk you through the essential troubleshooting steps.

Troubleshooting Steps​

Access the CE Terminal​

Log in to the CE (Customer Edge) terminal and gain superuser privileges:

sudo su -

Checking Gateway Configuration:​

Check the gateway configuration by viewing the last configuration response. This command will extract the gateway Config section from last_config_response.json using jq:

cat last_config_response.json | jq .gatewayConfig

Example Response​

root@manual-test:/tmp# cat last_config_response.json | jq .gatewayConfig
[
  {
    "mode": "CE_PEGW",
    "translationAddress": "masquerade",
    "ceDeviceIp": "100.100.0.9/30",
    "sourceSubnet": [
      "192.168.1.0/24",
      "192.168.10.0/24"
    ],
    "zone": "in",
    "localSeqId": 2,
    "peDeviceIp": "100.100.0.10/30",
    "id": 1,
    "gatewayMode": "GLOBAL",
    "singleArm": true,
    "cid": 38
  }
]

This command will extract the gateway configuration from last_config_response.json using jq, a JSON processor. Look at the output to make sure the gateway IP address and other pertinent settings are set up correctly.

Trace Route to Destination:​

To test this, perform the following traceroutes:

tracroute x.x.x.x

Replace x.x.x.x with the IP of a destination server of the device. This command follows the network trace to the final destination and sometimes can display whether connectivity might break at potential hops along the trace. ADD actual output by running this command in case of the use of the above command, in the output: check for timing out and reachable hosts.

Check System Logs​

If the unexpected behavior persists, review the system log for errors or anomalies using:

logread

Analyze logs to identify problems such as policy misconfigurations, connectivity errors, or authentication failures.

Verify Network Connectivity:​

Make sure the CE device has a valid IP address, subnet mask, and gateway. Use the following command to check network configuration:

uci show network

(Example Response):​

root@Backup_node:~# uci show network
network.loopback=interface
network.loopback.device='lo'
network.loopback.proto='static'
network.loopback.ipaddr='127.0.0.1'
network.loopback.netmask='255.0.0.0'
network.@globals[0]=globals
network.@globals[0].packet_steering='1'
network.eth0=interface
network.eth0.device='eth0'
network.eth0.default_wan='1'
network.eth0.disabled='0'
network.eth0.proto='static'
network.eth0.ipaddr='172.20.10.8'
network.eth0.netmask='255.255.255.0'
network.eth0.dns='172.20.10.1'
network.eth3=interface
network.eth3.device='eth3'
network.eth3.proto='static'
network.eth3.netmask='255.255.255.0'
network.eth3.disabled='0'
network.eth3.ipaddr='172.30.1.1'
network.@rule[0]=rule
network.@rule[0].priority='901'
network.@rule[0].lookup='main'
network.wlm0=interface
network.wlm0.disabled='1'
network.wlm0.proto='3g'
network.wlm0.pppname='wlm0'
network.wlm0.device='ttyUSB0'
network.wlm0.apn='comgt'
network.wlm0.ipv6='0'
network.wlm0.delegate='0'
network.wlm0.metric='2'
network.wlm0.ip4table='2'
network.f85c71f21c3040bdb4abcd168fa8e900=route
network.f85c71f21c3040bdb4abcd168fa8e900.target='172.30.2.0'
network.f85c71f21c3040bdb4abcd168fa8e900.netmask='255.255.255.0'
network.f85c71f21c3040bdb4abcd168fa8e900.gateway='172.31.0.2'
network.f85c71f21c3040bdb4abcd168fa8e900.table='main'
network.f85c71f21c3040bdb4abcd168fa8e900.proto='static'
network.f85c71f21c3040bdb4abcd168fa8e900.metric='1'
network.f85c71f21c3040bdb4abcd168fa8e900.interface='br25'
network.1777530465de4eafada07376f1239abf=route
network.1777530465de4eafada07376f1239abf.target='172.30.1.0'
network.1777530465de4eafada07376f1239abf.netmask='255.255.255.0'
network.1777530465de4eafada07376f1239abf.gateway='172.31.0.1'
network.1777530465de4eafada07376f1239abf.table='main'
network.1777530465de4eafada07376f1239abf.proto='static'
network.1777530465de4eafada07376f1239abf.metric='1'
network.eth1=interface
network.eth1.proto='static'
network.eth1.device='eth1'
network.eth1.ipaddr='100.100.100.2'
network.eth1.netmask='255.255.255.0'
network.eth1.dns='172.20.10.1'

This output contains information about network settings such as IP address, netmask and DNS server for each interface pay particular attention to the interface used for WAN connectivity ( in this example, probably eth0). It must have a valid IP address and configured DNS server too. In any case, wrong network settings can block the access of the essential for accessing various networks. Ensure that the routes required to access the hiCloud server are properly configured.

Check hiCLOUDS Configuration:​

The configuration on the CE device can be verified using the following command.

uci show hiclouds

(Example Response):​

root@Backup_node:~# uci show hiclouds
hiclouds.globals=hiclouds
hiclouds.globals.hub='hub.hi-clouds.com'
hiclouds.globals.uri='deviceApi/getEndpointUrl'
hiclouds.globals.request_timeout='30'
hiclouds.globals.machine_id='33b01673-94a7-343e-b403-8c47cabac692'
hiclouds.globals.router_id='08:00:27:82:fc:73'
hiclouds.globals.endpoint='dev.hi-clouds.com'
hiclouds.globals.device_id='677e6da4ab30043a8492148a'
hiclouds.globals.auth_token='eyJhbGciOiJIUzUxMiJ9.eyJzdWIiOiI2NzdlNmRhNGFiMzAwNDNhODQ5MjE0OGE6OmNlOjozM2IwMTY3My05NGE3LTM0M2UtYjQwMy04YzQ3Y2FiYWM2OTI6OjA4OjAwOjI3OjgyOmZjOjczIiwiaWF0IjoxNzM4NjcxOTg5LCJleHAiOjE3Mzg2NzU1ODl9.JU0WBSCzpCbS8PTPypXoCvjka01IKcuKVm54YJnPjtt9jUZdF_5fTyraDc3oirSh67ZzKU7MbYo7Osy84AmoeA'
hiclouds.register=hiclouds
hiclouds.register.interval='30'
hiclouds.register.uri='api/deviceApi/v1/devices/register'
hiclouds.status=hiclouds
hiclouds.status.keepalive_interval='10'
hiclouds.status.status_interval='30'
hiclouds.status.uri='api/deviceApi/v1/devices'
hiclouds.config=hiclouds
hiclouds.config.uri='api/deviceApi/v1/devices'
hiclouds.config.revision='64bd463d-f6ae-4cfc-b89d-c4d74b63a382'
hiclouds.edge=hiclouds_edge
hiclouds.edge.type='CE'
hiclouds.hiclouds=hiclouds
hiclouds.hiclouds.version='22.03.5'
hiclouds.hiclouds.build='b75'
root@Backup_node:~# uci show hiclouds
hiclouds.globals=hiclouds
hiclouds.globals.hub='hub.hi-clouds.com'
hiclouds.globals.uri='deviceApi/getEndpointUrl'
hiclouds.globals.request_timeout='30'
hiclouds.globals.machine_id='33b01673-94a7-343e-b403-8c47cabac692'
hiclouds.globals.router_id='08:00:27:82:fc:73'
hiclouds.globals.endpoint='dev.hi-clouds.com'
hiclouds.globals.device_id='677e6da4ab30043a8492148a'
hiclouds.globals.auth_token='eyJhbGciOiJIUzUxMiJ9.eyJzdWIiOiI2NzdlNmRhNGFiMzAwNDNhODQ5MjE0OGE6OmNlOjozM2IwMTY3My05NGE3LTM0M2UtYjQwMy04YzQ3Y2FiYWM2OTI6OjA4OjAwOjI3OjgyOmZjOjczIiwiaWF0IjoxNzM4NjcxOTg5LCJleHAiOjE3Mzg2NzU1ODl9.JU0WBSCzpCbS8PTPypXoCvjka01IKcuKVm54YJnPjtt9jUZdF_5fTyraDc3oirSh67ZzKU7MbYo7Osy84AmoeA'
hiclouds.register=hiclouds
hiclouds.register.interval='30'
hiclouds.register.uri='api/deviceApi/v1/devices/register'
hiclouds.status=hiclouds
hiclouds.status.keepalive_interval='10'
hiclouds.status.status_interval='30'
hiclouds.status.uri='api/deviceApi/v1/devices'
hiclouds.config=hiclouds
hiclouds.config.uri='api/deviceApi/v1/devices'
hiclouds.config.revision='64bd463d-f6ae-4cfc-b89d-c4d74b63a382'
hiclouds.edge=hiclouds_edge
hiclouds.edge.type='CE'
hiclouds.hiclouds=hiclouds
hiclouds.hiclouds.version='22.03.5'
hiclouds.hiclouds.build='b75'

This output displays the hiCLOUDS-related configurations, such as the hub address, endpoint, deviceId, authToken, and the keepalive_interval. Check whether the hub and endpoint are correct and if the authToken is valid and non-expired. The keepalive_interval specifies how often the device is set to send Keepalive requests. A very short interval may cause unnecessary overloading of the network, while a too big interval may cause the device to be determined as offline in case connectivity is temporarily lost