topic ION CLoudGenix Devices Offline in General Topics

ION CLoudGenix Devices Offline

H.Suthar — Fri, 27 Sep 2024 09:19:24 GMT

Hi Team,

Has anybody experienced any issue with CloudGenix ION devices where you can SSH onto the device but actual on the Prisma Cloud Portal all the CG devices shows offline ?

I have one of this issue where I can remote into every single ION device but on the cloud portal all of them are showing offline.

Any help would be much appreciated.

Thanks

Re: ION CLoudGenix Devices Offline

BPry — Fri, 27 Sep 2024 16:13:22 GMT

@H.Suthar,

I'm assuming that this is an initial setup and not a pre-existing setup that is only now encountering this issue?

https://docs.paloaltonetworks.com/content/dam/techdocs/en_US/pdf/prisma/prisma-sd-wan/prisma-sd-wan-admin/prisma-sd-wan-admin.pdf if you go to page 108 in that document, verify that you aren't blocking any required communication required for the ION hardware. Kind of sounds like you are which explains the behavior that you're seeing.

Re: ION CLoudGenix Devices Offline

PavelK — Sun, 29 Sep 2024 22:07:42 GMT

Hello @H.Suthar

could you login to one of the ION appliances and run through troubleshooting steps mentioned in this KB: Device Disconnected From Controller on ION device to narrow down the root cause.

Kind Regards

Pavel

Re: ION CLoudGenix Devices Offline

H.Suthar — Mon, 30 Sep 2024 08:51:46 GMT

Thanks @BPry

Thanks for sharing the doc. I checked and nothing is blocking. It was the outages from the Palo Also with regards to SDWAN cloud manager degraded performance in the US hood. Check the link below.

https://sase.status.paloaltonetworks.com/incidents/wlqvfm10d59p

All resolved now.

Appreciate your response.

Harshen Suthar