Turbo Offline - Troubleshooting

Overview

If your Turbo device has been marked offline on the cloud UI, this article will help you complete troubleshooting to resolve the issue. A Turbo device is marked offline if it does not report to the cloud for more than 45 minutes. There could be a wide variety of issues causing the Turbo device not to report to the cloud, including the physical VM host being shut down or powered off accidentally, LAN or WAN links being down, or the device encountered other issues.

If you've received an email from us stating your Turbo device is offline, you'll want to follow the steps below to further isolate the issue.

Note: Turbo does not support access to content synchronized locally when it is offline. All desktop application users will be redirected directly to the cloud until the Turbo device is back online.

 

Troubleshooting Steps

  1. Check if Turbo is reachable on the local area network: This can be done by trying to ping the IP address of the Turbo device from a network device (laptop) that typically has connection to Turbo. The Turbo IP address is available from the Web UI by going to Settings, then selecting the Devices tab, and choosing Storage Devices. You can further sort by selecting the Turbo option at the top.

    TO_-_devices.png

    If the Turbo device is unreachable, check the host server. The Turbo VM could be powered on
    or the network interfaces on the host are non-functional.

  2. Check if Turbo has connectivity to the cloud: To verify this, log into the console with the username and password (admin/turbocharged) of the Turbo device.

    TO_-_login.png

    Once logged in, select option 3 from the console options and click Enter to run the network diagnostic tool.

    TO_-_option_3.png

    If the network diagnostic tool returns an error (highlighted in red), this could point to a WAN failure or a new firewall rule that is blocking Turbo from connecting to the cloud.

    TO_-_error.png


  3. Check the general health of Turbo: Running the network diagnostic tool will also help identify other issues that could be internal to Turbo. If you see other errors, please reach out to Egnyte Support for additional help.

    TO_-_other_error.png
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