This article describes a workaround to try if the device(s) shows are shown as offline, even if they are not offline, and can manually reach SDC from the CLI.
 

• Devices are shown as offline, even if they are not offline, and can manually reach SDC from the CLI.
• The "resynchronize with network" shows grayed out

We have seen this kind of issue when there is some issue at the device end or network connectivity issue.

SD Cloud sends the keepalive every 30 seconds, and if the SRX device cannot send an acknowledgment within 240 Seconds, SD Cloud marks the device as DOWN/offline.

So we need to check and debug the Netconf connectivity issue by enabling trace-option in SRX for Netconf to investigate further to see why the acknowledgment is not sent.

As a workaround, we can try to deactivate and activate the outbound-ssh configuration on SRX:

deactivate system services outbound-ssh client EMS-srx.sdcloud.juniperclouds.net (client name might be different depending on your organization region)
activate system services outbound-ssh client EMS-srx.sdcloud.juniperclouds.net
commit

After activating the outbound-ssh, the device will try to connect to the Security Director Cloud again.
 

OR

On the SRX device, restart the service:

restart service-deployment

This command will refresh the outbound-ssh client connectivity (If the device is managed via other management servers such as Mist then it will refresh the connectivity with Mist as well).

If the issue continues, please contact Juniper Support.

2024-09-12 : Article Created

2025-02-18: added 'restart service-deployment' command