Resolve unreachable SDC status

Restore communication between an unreachable SDC and your tenant to enable device management capabilities.

An SDC is in the state "Unreachable" if it has failed to respond to two heartbeat requests from Security Cloud Control in a row. If your SDC is unreachable, your tenant will not be able to communicate with any of the devices you have onboarded.

Security Cloud Control indicates that an SDC is unreachable in these ways:

  • You see the message, "Some Secure Device Connectors (SDC) are unreachable. You will not be able to communicate with devices associated with these SDCs." on the Security Cloud Control home page.

  • The SDC's status in the Services page is "Unreachable."

Before you begin

Follow these steps to resolve the unreachable SDC issue:

Procedure

Step 1

Check that the SDC virtual machine is running and can reach a Security Cloud Control IP address in your region.

See Allow inbound access for direct cloud connectivity.

Step 2

Attempt to reconnect Security Cloud Control and the SDC by requesting a heartbeat manually.

If the SDC responds to a heartbeat request, it will return to "Active" status. To request a heartbeat manually:

  1. In the left pane, choose Administration > Integrations > Secure Connectors.

  2. Click the SDC that is unreachable.

  3. In the Actions pane, click Request Heartbeat.

  4. Click Reconnect.

Step 3

If the SDC does not return to the Active status after manually attempting to reconnect it to your tenant, follow the instructions in Troubleshoot SDC status not active on Security Cloud Control after deployment.

The SDC returns to "Active" status and communication is restored between the SDC and your tenant, enabling device management capabilities.