Skip to main content

Gateway — Troubleshooting

Issue 1: The "Gateway" menu is not shown​

Symptom: You navigate to Network but the Gateway option does not appear in the menu.

Cause: Gateway is only available on Specific VPCs. If you are in a General VPC, the Gateway menu will not appear.

Resolution:

  1. Check the type of the VPC you are currently accessing (the VPC type is typically shown on the VPC overview page or in the header bar).
  2. If the current VPC is a General VPC → Gateway is not supported on this VPC type.
  3. Switch to a Specific VPC context to access the Gateway feature.
  4. If your organization does not have a Specific VPC, contact your administrator for provisioning assistance.

Issue 2: The gateway list is empty​

Symptom: You navigate to Network → Gateway within a Specific VPC but no gateways are shown in the list.

Cause: The Specific VPC you are viewing has not had any gateways provisioned by the infrastructure team.

Resolution:

  1. Confirm that you are in the correct Specific VPC you intended to check.
  2. Contact your system administrator and provide the following information:
    • The name and ID of the Specific VPC you are using
    • A request to verify whether gateways have been provisioned for this VPC

Gateways cannot be created from the portal — provisioning is performed by the infrastructure team.

Issue 3: A gateway shows "Inactive" or "Error" status​

Symptom: A gateway appears in the list but the Status column shows Inactive or Error.

Cause: An infrastructure-level issue — this may be caused by network misconfiguration, hardware failure, or system maintenance.

Resolution:

  1. Do not take any further action in the portal, as Gateway is a read-only feature.
  2. Contact your system administrator immediately and provide:
    • The name of the affected gateway
    • The name and ID of the related Specific VPC
    • The status shown (Inactive or Error)
    • The time the issue was first observed
  3. The infrastructure team will investigate and resolve the issue at the infrastructure level.

Inactive or Error status affects the VPC's traffic routing capability. Report this to your administrator as soon as possible.