Troubleshoot Unreachable Connection State

The device may be in "unreachable" for various reasons:

Procedure

Step 1

In the left pane, click Security Devices.

Step 2

Click the Devices tab to locate your device.

Step 3

Click the appropriate device type tab and select the device in the Unreachable state.

Step 4

Click Reconnect.

Step 5

Take one of these actions based on the message appearing on the right:

  1. If you have onboarded the FDM-managed device using the IP address and device credentials, the following message appears:

    "This device is unreachable, review the IP address and port," enter the new IP address and/or new port information of the device in the message box. It is likely that because Security Cloud Control attempted to connect to an invalid IP address, the IP address for the device was changed directly on the device.

    Note

    If the device was rebooted, and there are no other pending changes, the device should return to an online connection state, and no further action is needed.

    You may now see that the device is "Online", but the configuration state is "Conflict Detected." Use Resolve Configuration Conflicts, to review the configuration differences between Security Cloud Control and the device.

  2. If you are onboarding the FDM-managed device using the registration token or serial number, the following message appears:

    "This device has been deleted from Cisco Cloud. The deletion could be caused as part of the Return Material Authorization (RMA) process". It means that the faulty device that you have returned to the RMA team has been deleted from Cisco Cloud as a part of the RMA process.

    As a result, you'll see that the device Connectivity status is "Unreachable" in Security Cloud Control.

    • For the RMA case, you need to perform the following steps in Security Cloud Control:

      1. If the device was successfully onboarded, you need to save the device configuration as a template. See Configure an FDM Template.

        Remove the device instance from Security Cloud Control.

      2. Power on the new replacement device that you have received from the RMA team and onboard it to Security Cloud Control. See Onboard an FDM-Managed Device using the Device Serial Number.

        Important

        The replacement device will probably have a different serial number and needs to be onboarded as a new device.

        You'll now see that the device is "Online", but the configuration state is "Conflict Detected."

      3. Use Resolve Configuration Conflicts, to review the configuration differences between Security Cloud Control and the device.

        Apply the previously saved template to the new device. See Apply an FDM Template.

    • If you have sold the device or transferred its ownership to another user outside of your tenant without erasing the device's configuration, you will no longer possess the device. This error occurs when the buyer reimages the device. If the device was configured correctly and synced earlier, you can save the device configuration as a template and then remove the device instance from Security Cloud Control.