Troubleshooting the Secure Edge appliance

This article explains basic troubleshooting steps for common scenarios.

For setup information, refer to Setting up the Secure Edge appliance. For device layout information, refer to Appliance layout.

Device does not power on

Ensure that the circular end of the power cable is fully plugged into the back of the Secure Edge appliance. Verify that the pronged end of the cord is fully seated into the wall outlet or extension cord.

Device shows no network connection

Ensure that the Ethernet cable is plugged securely into the blue internet port on the back of the appliance and into an available port on your modem or router.

Device cannot connect to the work network

If the Secure Edge appliance appears to be online, but you cannot reach your office LAN, perform the following steps.

If the green light recently powered on and is blinking slowly, allow 10 minutes for it to stop blinking.

  • If the light turns solid green, proceed to Retest your connection.

  • If the slow blinking continues, the appliance cannot connect to the internet. Perform the troubleshooting steps described in Device shows no network connection. Then, check your internet connection from another device, such as a personal computer or tablet.

If the green light is blinking quickly, the appliance can connect to the internet, but it is unable to connect to Secure Edge service.

  • Contact your internal IT department or managed service provider for further assistance.

If the green light is on and not blinking, the appliance is online and has a secure connection.

If the green light is blinking slowly, the appliance is unable to make a secure connection.

  • Contact your internal IT department or managed service provider for further assistance.

If the green light is blinking quickly, the appliance is performing a configuration update.

  1. Allow five minutes for the configuration update to complete.

  2. If the light continues to blink quickly after five minutes, press and hold the left button on the front of the appliance to initiate a reboot.

  3. Wait ten minutes for the appliance to restart and refresh its connection.

  4. If the light continues blinking quickly after the restart completes, contact your internal IT department or managed service provider for further assistance.

If the green light is lit and not blinking, the appliance is online and ready to go. Log in to your computer or mobile device and connect to the corporate WiFi network.