The Diagnosis feature detects connection, network, and logon issues on cloud computers and generates analysis reports with solutions to help you troubleshoot failures and minimize downtime.
Use cases
Cloud computer connection interruptions
If a cloud computer frequently disconnects, select Cloud Computer Connection Diagnosis and set a time range. The system checks the cloud computer and client resource loads and the cloud computer's environment configuration for anomalies, and provides suggestions such as adjusting resource specifications.
Network access issues
If a cloud computer cannot access the internet, use Internet Connection Diagnosis to identify the root cause, which may include network policy restrictions, firewall configuration conflicts, or website connectivity failures. The system generates solutions such as modifying allowlist/denylist rules.
Logon failure troubleshooting
If you encounter logon failures from a client or hardware terminal, use Logon Exception Diagnosis to analyze issues with client configuration, account permissions, or logon policies. The diagnosis provides suggestions, such as resetting a password or updating the client version.
Window switching issues
If window switching fails on a cloud computer (for example, clicking other windows or taskbar icons is unresponsive, and you can only switch to another window by closing the current one), this is typically caused by an internal cloud computer setting. Elastic Desktop Service does not restrict window switching. To diagnose the cause, log on to the console with the account used to create the cloud computer and submit a ticket for technical support.
Procedure
Access the Diagnosis feature from one of the following entry points.
Resources
Log on to the EDS enterprise console.
In the left-side navigation pane, choose Resource Management > Cloud Computers.
In the top navigation bar, select a region.
On the Cloud Computers page, find the cloud computer you want to diagnose and choose one of the following methods to run a diagnosis:
In the Actions column, click More and select Diagnosis.
Click the cloud computer ID and select the Diagnosis tab.
On the Diagnosis tab, click Start Diagnosis.
In the Start Diagnosis panel, configure the following parameters and click OK.
Parameter
Description
Time Range
Select a time range for the diagnosis:
1 Hour
6 Hours
1 Day
3 Days
Custom
NoteYou can select a custom time range of up to 30 days.
Diagnostic Scenario
Select a diagnostic scenario based on the issue:
Cloud Computer Connection Diagnosis: Checks for disconnection errors within the specified time range. It examines the following:
Cloud computer environment configuration
Cloud computer resource load
Client resource load
Internet Connection Diagnosis: Checks whether the cloud computer can connect to the internet within the specified time range. It examines the following:
Cloud computer environment configuration
Network package policy configuration
Network allowlist and denylist policy configuration
First-party website connectivity test
Third-party website connectivity test
Logon Exception Diagnosis: Checks for logon failures from the client or hardware within the specified time range. It examines the following:
Cloud computer environment configuration
Client configuration
Logon policy
On the Diagnosis tab, you can view the task status in the Diagnostic Status column. To view the report details, click the report ID in the Report ID column.
Cloud Computer Monitoring
Log on to the EDS enterprise console.
In the left-side navigation pane, choose Monitoring & Alerts > Performance Monitoring & Diagnosis.
In the top navigation bar, select a region.
On the Cloud Computer Monitoring page, select the Cloud Computers tab. Find the target cloud computer and click Diagnosis in the Actions column.
On the Diagnosis tab, click Start Diagnosis.
In the Start Diagnosis panel, configure the following parameters and click OK.
Parameter
Description
Time Range
Select a time range for the diagnosis:
1 Hour
6 Hours
1 Day
3 Days
Custom
NoteYou can select a custom time range of up to 30 days.
Diagnostic Scenario
Select a diagnostic scenario based on the issue:
Cloud Computer Connection Diagnosis: Checks for disconnection errors within the specified time range. It examines the following:
Cloud computer environment configuration
Cloud computer resource load
Client resource load
Internet Connection Diagnosis: Checks whether the cloud computer can connect to the internet within the specified time range. It examines the following:
Cloud computer environment configuration
Network package policy configuration
Network allowlist and denylist policy configuration
First-party website connectivity test
Third-party website connectivity test
Logon Exception Diagnosis: Checks for logon failures from the client or hardware within the specified time range. It examines the following:
Cloud computer environment configuration
Client configuration
Logon policy
On the Diagnose tab, you can view the task status in the Diagnostic Status column. To view the report details, click the report ID in the Report ID column.
Related operations
View diagnostic reports
After you start a diagnosis, view its history, including the diagnostic scenario, execution status, and results. The report includes solutions and basic information about the diagnosis and the cloud computer.
Log on to the EDS enterprise console.
In the left-side navigation pane, choose Resource Management > Cloud Computers.
In the top navigation bar, select a region.
On the Cloud Computers page, click the ID of the target cloud computer, and then select the Diagnosis tab.
On the Diagnosis tab, click the ID of the desired report in the Report ID column to view its details.