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Cisco Defense Orchestrator

Troubleshoot Unreachable Connection State

  1. Open the Devices & Services page.
  2. Select the device in the Unreachable state.
  3. Click  reconnect.png Reconnect.
  4. Take one of these actions based on the message appearing on the right:
  1. If you have onboarded the FTD 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 CDO 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 CDO and the device.

  1. If you are onboarding the FTD 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 a part of the Return Material Authorization (RMA) process or the device has been transferred to another user and you no longer possess it."

As a result, you’ll see that the device Connectivity status is “Unreachable” in CDO.

  • For the RMA case, you need to perform the following steps in CDO:
  1. If the device was successfully onboarded, save the device configuration as a template. See Configure an FTD Template.
  2. Remove the device instance from CDO.
  3. Power on the new replacement device that you have received from the RMA team and onboard it to CDO. See Onboard an FTD 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."

  1. Use Resolve Configuration Conflicts, to review the configuration differences between CDO and the device.
  2. Apply the previously saved template to the new device. See Apply an FTD 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 CDO. 
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