Why is my device showing offline?

Overview

If you sign into ETM Dashboard and you see that your Edge Threat Management appliance is grayed out, first verify that the appliance meets the requirements to manage a device in ETM Dashboard. In particular, please note that v12.2 is the minimum NG Firewall version required to connect to this service; any lower/older version cannot be managed through ETM Dashboard.

Troubleshooting

  1. Refresh the Appliance page in ETM Dashboard without cached contents (usually Ctrl + F5).

  2. On the NG Firewall itself, go to Config > System > Support and ensure that 'connect to Command Center' is checked. If it is currently checked, un-check it and click Save at the bottom right-hand corner, then re-check it and save again.


  3. On the NG Firewall itself, click the silhouette icon at the top right-hand corner and select Account Settings. This will bring you to the ETM Dashboard login page. Log in as normal, then try refreshing the Appliances page.


  4. Log out of ETM Dashboard, manually clear your browser's cache, and close all browser windows. Next, open a new browser window, head back to https://untangle.com/cmd, and log back in.

Verify DNS settings

If none of the above suggestions work, it may be that the DNS server specified in the NG Firewall can't correctly resolve ETM Dashboard's URL. Go to Config > Network > Interfaces and edit the WAN interface with the lowest eth value (usually eth0). If your DNS server settings are private or provided by your ISP, try changing those values to Google's DNS servers: 8.8.8.8 and 8.8.4.4. Save the change, then log back into ETM Dashboard from the NG Firewall, as outlined in the #3 above.

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