SSR appears disconnected in the Mist UI, but SSR was connected previously.

• Wan Edge shows disconnected on the MIST UI, but had been working
• SSR was not recently replaced
• Unable to onboard device to mist, connection fails
• ssr down in mist
• ssr not connected to mist
• ssr connection down for a few minutes for many devices

• cli "show mist"  device-ID shows 00-00-00-00-00-00
  • Likely appears when SSR is not able to connect to mist properly

Many devices impacted

Check if many devices across the organization are impacted.

If multiple devices all disconnected at the same time, this could be an ISP issue or rare MIST infrastructure issue.  (devices should reconnect in a few minutes)  Contact JTAC to investigate

Check Logs 

Check  128T-mist-agent journal logs from tech-support-info or SSR CLI

Check Connectivity

From SSR CLI

Determine URL from Mist documentation for region

Check connection using curl.

curl -v  -k https://ep-terminator.mistsys.net

Note: This command can be checked for comparison from other linux and sometimes windows systems. 

This test confirms DNS and https connection is succeeding.

Connection is failing when TLS certificate is not seen, or certificate name does not match the requested MIST connection server, there may be TLS inspection or proxy in the path disrupting the connection.

Good test result (connection was made, but did not get a webpage back)

~]$ curl -v -k https://ep-terminator.mistsys.net
* About to connect() to ep-terminator.mistsys.net port 443 (#0)
*   Trying 52.52.86.249...
* Connected to ep-terminator.mistsys.net (52.52.86.249) port 443 (#0)
* Initializing NSS with certpath: sql:/etc/pki/nssdb
*   CAfile: /etc/pki/tls/certs/ca-bundle.crt
  CApath: none
* skipping SSL peer certificate verification
* SSL connection using TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256
* Server certificate:
*     subject: [email protected],CN=ep-terminator.mistsys.net,OU=Devops,O=Mist Systems Inc.,ST=California,C=US
*     start date: Oct 01 00:00:00 2015 GMT
*     expire date: Jun 11 19:34:13 2026 GMT
*     common name: ep-terminator.mistsys.net
*     issuer: [email protected],CN=Mist Systems Internal Endpoint production CA (2025),O=Mist Systems Inc.,L=Cupertino,ST=California,C=US
> GET / HTTP/1.1
> User-Agent: curl/7.29.0
> Host: ep-terminator.mistsys.net
> Accept: */*
>
< HTTP/1.1 404 Not Found
< Content-Type: text/plain; charset=utf-8
< X-Content-Type-Options: nosniff
< Date: Thu, 04 Dec 2025 15:55:28 GMT
< Content-Length: 19
<
404 page not found
* Connection #0 to host ep-terminator.mistsys.net left intact

DNS resolution failure

• check /etc/resolv.conf for correct dns servers (matching SSR config)

SSR with dedicated mgmt-0 port

 SSR will prefer  mgmt-0 port when connected.

Restart mist agent

If "show mist" from PCLI shows  UP, 

Check the status of the Mist agent

•  systemctl status 128T-mist-agent -l

Restart 128T-mist agent

• systemctl restart 128T-mist-agent

Restart 128T process

• systemctl restart 128T