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Cloud Access Connector Connectivity Issues

CAS Manager provides some diagnosic checks that can be used to troubleshoot the cause of issues you may be experiencing with your Cloud Access Connector. Run the following command:

cd /usr/sbin
sudo ./cloud-access-connector diagnose

Please note that older installs and updates may still be in the legacy directory at ~/v2connector.

This command can also be used to verify that your Cloud Access Connector has been correctly configured. The diagnostic checks cover Remote Workstation connectivity and Active Directory connectivity.

The following table lists the flags associated with this command:

Flag Description
--rw The Remote Workstation FQDN
‑‑ad Verify connectivity to currently configured Active Directory server
‑h --help help for diagnose
--debug This flag can be run if you initial install of the Cloud Access Connector fails. It provides a detailed output of the Cloud Access Connector installation. This is useful for self-troubleshooting or to provide to the Teradici support team when logging a support ticket.

Common Installation Issues with the Cloud Access Connector

For information on issues relating to failed Cloud Access Connector installations, Teradici has a KB article that details troubleshooting steps for common issues related to installing the Cloud Access Connector, see here.

Cloud Access Connector Upgrade and Diagnose Issues

Several previous versions of Cloud Access Connector installers are no longer compatible with our latest infrastucture upgrades. When you run the update or diagnose commands with these older versions you may receive errors such as "Error response from daemon: GET https://docker.cloudsmith.io/......: unauthorized" for example. If this occurs you need to download the latest version of the Cloud Access Connector installer from here.

Remote Workstation Connectivity Check

This command will attempt to connect to the specified remote workstation on the ports required for establishing a PCoIP session. It checks to ensure that the PCoIP Agent is running on the remote workstation.

Example command to diagnose remote workstation connectivity issues:

sudo ./cloud-access-connector diagnose --rw fqdn.of.my.rw

Check Passes

  • Your Cloud Access Connector is able to resolve the FQDN of the remote workstation and connect to it.
  • The PCoIP Agent is running and responding on the remote workstation.

Check Fails

If the check fails it may be as a result of one or more of the following issues:

  • Firewall or network routing rules or restrictions may be in place.
  • A failure has occured and the FQDN of the remote workstation cannot be resolved.
  • The PCoIP Agent on the remote workstation is not running or is unresponsive.

Active Directory Connectivity Check

This command will attempt to connect to the Active Directory domain controller that was provided during installation using those same credentials.

Example command to diagnose Active Directory connectivity issues:

sudo ./cloud-access-connector diagnose --ad

Check Passes

  • The Cloud Access Connector is able to resolve the FQDN of the domain controller and authenticate to it.

Check Fails

If the check fails it may be as a result of one or more of the following issues:

  • Firewall or network routing rules or restrictions may be in place.
  • A failure has occured and the FQDN of the domain controller cannot be resolved.
  • The Active Directory server may be unresponsive.
  • The check was unable to authenticate to the Active Directory server.