Troubleshoot cloud computer connection issues

Cloud computers are assigned by administrators. If you cannot find a cloud computer after logging in to the client, contact your administrator. For more information, see What do I do if I cannot see any cloud computers after logging in to the client?.

Solution

Modify the default preference settings in Safari. Follow these steps:

1. In Safari, open the web client login page.

2. In the top menu bar, choose .

3. In the left-side navigation pane, click Pop-up Windows. In the right-side panel, find wuying.aliyun.com.

4. Click the drop-down list to the right of wuying.aliyun.com and select Allow.

5. Refresh the page in Safari and connect to the cloud computer.

Solution

• Check your local firewall settings to ensure that port 1494 is allowed.

• Disable any network proxy or network acceleration service configured on your local computer.

• Reset the Workspace plug-in.

  Open the C:\Program Files (x86)\Citrix\ICA Client\SelfServicePlugin folder and run the CleanUp.exe file.

• If you use the Windows client, reinstall the Workspace plug-in.

  • Obtain the plug-in installation package for Windows 10

  • Obtain the plug-in installation package for Windows 7

If these solutions do not resolve the issue, it may be due to your organization's network policies. Contact your IT support staff to obtain the required network permissions.

Cause

This issue occurs because the cloud computer cannot communicate with backend components. Possible causes include:

• The IP address of the cloud computer has been changed.

• A NIC is disabled.

• If the cloud computer uses a protocol other than ASP, port 80 of the cloud computer might be occupied by a process other than System.

• If the cloud computer does not use the ASP protocol, a process other than System may be using port 80.

Solution

Ask your administrator to perform the following steps:

1. Log on to the Elastic Desktop Service Enterprise console.

2. In the left-side navigation pane, choose Resources > Cloud Computers.

3. On the Cloud Computers page, find the destination cloud computer and use one of the following methods to send a command:

   • In the Actions column, click More and select Send Remote Commands.

   • Click the cloud computer ID, click the Command Execution Details tab, and then click Send Remote Commands.

4. In the Send Remote Commands dialog box, select PowerShell for Command Type, enter a command in the Command Content text box, and then click Execute.

   Run the following commands one by one to troubleshoot the issue:

   • Run the ipconfig command to view the IP address of the cloud computer and check whether it has been changed.

     Check the output to see if the IP address has changed. By default, each cloud computer has two NICs: an internal management NIC and a daily-use NIC. The management NIC uses an IP address from the 10.0.0.0/8 or 172.16.0.0/12 CIDR block. The daily-use NIC's IP address is assigned from the CIDR block of its vSwitch.

     Windows IP Configuration
     
     
     Ethernet adapter Ethernet 2:
     
        Connection-specific DNS Suffix  . :
        Link-local IPv6 Address . . . . . : fe80::XXXX:7cf0:53d1:f4c8%5
        IPv4 Address. . . . . . . . . . . : 198.19.XX.XX
        Subnet Mask . . . . . . . . . . . : 255.255.224.0
        Default Gateway . . . . . . . . . :
     
     Ethernet adapter Ethernet 3:
     
        Connection-specific DNS Suffix  . :
        Link-local IPv6 Address . . . . . : fe80::XXXX:5b68:c47a:6daa%6
        IPv4 Address. . . . . . . . . . . : 10.0.XX.XX
        Subnet Mask . . . . . . . . . . . : 255.255.255.0
        Default Gateway . . . . . . . . . : 10.0.XX.XX

     If the IP address has been changed, try to restore the original IP address by using one of the following methods.

     • Set the NIC to automatically obtain an IP address.

       Run the Get-NetIPInterface command to query the NIC index. Then, run the following command to set the NIC to automatically obtain an IP address.

       Set-NetIPInterface -InterfaceIndex <NIC_index>

     • Set a static IP address.

       Run the Get-NetIPInterface command to query the NIC index. Then, run the following command to set the IP address and subnet mask prefix length for the NIC.

       Set-NetIPAddress -InterfaceIndex <NIC_index> -IPAddress <IP_address> -PrefixLength <subnet_mask_prefix_length>

   • Run the Get-NetAdapter command to view information about the NICs of the cloud computer and check whether any NIC is disabled.

     In the output, check that the Status for all NICs is Up.

     Name                      InterfaceDescription                    ifIndex Status       MacAddress             LinkSpeed
     ----                      --------------------                    ------- ------       ----------             ---------
     Ethernet 3                Red Hat VirtIO Ethernet Adapter #3            6 Up           00-16-3E-XX-XX-XX        10 Gbps
     Ethernet 2                Red Hat VirtIO Ethernet Adapter #2            5 Up           00-16-3E-XX-XX-XX        10 Gbps

     If the status of a NIC is not Up, the NIC is disabled. You can run the following command to enable the NIC.

     netsh interface set interface "<NIC_name>" enabled

   • Run the route print command to view the route table of the cloud computer and check whether it is corrupted.

     In the returned information, check whether the route table contains routes to the IP address of the cloud computer, the 100.64.0.0/10 CIDR block, and the 10.0.0.0/8 or 172.16.0.0/12 CIDR block for management components.

     ...
            10.0.XX.XX    255.255.255.0            On-link         10.0.XX.XX    271
            10.0.XX.XX  255.255.255.255            On-link         10.0.XX.XX    271
            10.0.XX.XX  255.255.255.255            On-link         10.0.XX.XX    271
            100.64.0.0      255.192.0.0       198.19.XX.XX    198.19.XX.XX    271
     ...

   • If you are connecting to a cloud computer that does not use the ASP protocol and receive a Connection timed out. Please try again. message, run the following commands to check whether port 80 is occupied by a process other than System.

     1. Run the following command to obtain the process ID (PID) of the process that is using port 80.

        netstat -ano |findstr ":80"

        By default, port 80 on a cloud computer is used for communication with backend components. The PID of the corresponding process is 4.

     2. Run the following command to identify the process that is using port 80. Replace <PID> with the PID that you obtained in the preceding step.

        tasklist /fi "PID eq <PID>"

        In the returned information, check the process that is using port 80. By default, the image name of the process is System and the session name is Services.

Solution

1. On the cloud computer list page of the client, hover the pointer over the card of the destination cloud computer, click Manage, and then select the Details tab to view the cloud computer ID. Provide this ID to your IT administrator.

2. Log on to the Elastic Desktop Service Enterprise console.

3. In the left-side navigation pane, choose Resources > Cloud Computers.

4. On the Cloud Computers page, find the destination cloud computer and use one of the following methods to send a command:

   • In the Actions column, click More and select Send Remote Commands.

   • Click the cloud computer ID, click the Command Execution Details tab, and then click Send Remote Commands.

5. In the Send Remote Commands dialog box, select PowerShell for Command Type, enter a command in the Command Content text box, and then click Execute.

   tasklist | findstr "aspvdagent.exe"

6. Check the Command Output to see if the aspvdagent.exe process exists.

   • If the command output contains information about aspvdagent.exe, the process exists.

   • If the command output is empty, the aspvdagent.exe process does not exist. In this case, you must restart the cloud computer to start the process.

7. Check whether security software, such as 360 Total Security or QAX Tianqing, is installed on the cloud computer. If so, you must add aspvdagent.exe to the allowlist of the software.

8. Restart the cloud computer and try to connect again.

This issue typically occurs on Mac computers that run macOS 12 or later. You must manually install the Workspace plug-in by performing the following steps:

1. Download the Workspace installation package.

2. Reinstall the Workspace plug-in.