Basic Troubleshooting Steps for DNA

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Scope

One of DNA's key features is failover.  Failover checks the health of the ISP connection and switches to Verizon's 4G LTE network for WAN access when the connection health is poor. Based on failover working successfully, the product architecture of the DNA is noticeably different than that of a Datto BCD.

The DNA is configured through the cloud-based Management Portal and pushed to the DNA hardware. So, unlike a Siris or Alto device, the DNA does not have a local UI. This means that if the DNA is not checking in to the Datto Admin Servers, we will have no access to it, and the Partner will not have access either.

See below for things you can do to gather information as well as Common Troubleshooting Steps.

Common Troubleshooting Steps

My DNA doesn't allow connected devices to access the WAN

  • Check that devices are plugged into the DNA. Also check to see if the device has a static IP.
  • Check if the device has a static IP address. If it does, is it within the network range? Is it outside of the DHCP Pool (it should be)?
  • Check if you can ping google.com from the device. If not, can you ping 8.8.8.8? If not, can you ping the router's local address?

My DNA isn't handing out IP addresses with DHCP

Check to see if there is a DHCP Pool associated with the LAN in question.

  1. From the DNA Fleet Overview page, select the DNA whose configurations to edit.
  2. On the Network Overview page, click the "MORE INFO" button of the LAN  computer.
  3. Check the bottom of the LAN detail pane on the right for a DHCP Pool.

My DNA isn't loading and/or updating in the Management Portal

From the DNA Management Portal, log out and then log back in. If the issue persists, contact Datto Technical Support.

 


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