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Network FAQ

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Troubleshoot network connectivity, bandwidth, and firewall issues for Elastic Desktop Service (EDS) Enterprise cloud computers.

Contents

Can I use IPsec-VPN to connect an on-premises data center?

Yes. You can connect an on-premises data center to cloud computers by using IPsec-VPN, SSL-VPN, Smart Access Gateway (SAG), or Express Connect. For more information, see Connect to an on-premises network.

What do I do if a cloud computer cannot access the internet?

Your cloud computer cannot access the internet.

Cause 1

  • The cloud computer does not have a premium bandwidth plan.

  • The premium bandwidth plan that is associated with the office network (formerly, workspace) is not in the In Use status.

Resolution

Purchase a premium bandwidth plan and associate it with the cloud computer's office network. For more information, see Manage premium bandwidth plans. If a premium bandwidth plan is already purchased, follow these steps to check its status.

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

  2. In the left-side navigation pane, choose Networks & Storage > Premium Bandwidth Plan.

  3. On the Premium Bandwidth Plan page, find the target premium bandwidth plan and check its Status column:

    • In Use: This is the normal status.

    • Expired / Overdue: In the Actions column, click Renew and follow the on-screen instructions to renew it.

    • Released: On the Premium Bandwidth Plan page, click Purchase Premium Bandwidth Plan to purchase a new one.

    • Creating: Wait for the creation process to complete. The status then changes to In Use.

Cause 2

The office network has a premium bandwidth plan, but the cloud computer lacks internet access permission.

Resolution

Configure internet access for the cloud computer's office network:

  1. Log on to the EDS enterprise console.

  2. In the left-side navigation pane, choose Networks & Storage > Office Network.

  3. On the Office Network page, find the cloud computer's office network and open its details page by using one of the following methods:

    • In the Actions column, click Modify.

    • In the Office Network Name/ID column, click the office network ID.

  4. On the office network details page, in the Public Bandwidth section, set Internet Access Control to Allow all cloud computers to access the Internet. You can configure a list of cloud computers that are not allowed to access the Internet..

Cause 3

The office network has a premium bandwidth plan and internet permission is granted, but a policy restricts access.

Resolution

Check for restrictive policies:

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

  2. In the left-side navigation pane, choose O&M Management > Policy.

  3. On the Policy page, find the policy that is associated with the cloud computer and click the policy ID to go to the policy details page.

  4. On the policy details page, in the Policy Configuration section, perform the following checks.

    • Choose Security > Network Access.

      • In the Security Group Control section, click the Outbound tab and check for security group rules that restrict outbound traffic.

      • In the Domain Name Access Control section, check whether any access policies are configured to restrict domain name resolution.

    • Choose Network Redirection (Cloud) and check whether network redirection is enabled on the cloud.

  5. Remove any restrictive rules found in Step 4, save the changes, and then disconnect from and reconnect to the cloud computer to verify internet access.

Cause 4

If bandwidth, permissions, and policies are all correctly configured, investigate the following causes.

Proxy server is enabled

Detection

Check the OS registry to determine whether a proxy server is enabled.

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

  2. In the left-side navigation pane, choose Resource Management>Cloud computers.

  3. In the upper-left corner of the top navigation bar, select the target region.

  4. On the Cloud computers page, find the target cloud computer and send a remote command by using one of the following methods:

    • 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, enter the following command and click Execute.

    $ProfileLists=Get-ChildItem -Path "Registry::HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList" -Name;
$SidLists=$ProfileLists | Where-Object { $_ -like "S-1-5-21-*" -and $_ -notlike "*-500" };
Foreach ($Sid IN $SidLists) {	
  $a=(Get-ItemProperty -ErrorAction SilentlyContinue -Path "Registry::HKEY_USERS\$Sid\Software\Microsoft\Windows\CurrentVersion\Internet Settings" -Name ProxyEnable).ProxyEnable;
  if ($a -ne 1) {
    Write-output "proxy is off"
  } else {
    Write-output "proxy is on"
  }
}

Resolution

If a proxy server is enabled and you cannot access specific websites, disable the proxy server.

Incorrect NIC status

Detection

Check the NIC of the cloud computer:

  1. Check whether the IPv4 protocol is enabled for the NIC.

  2. Check whether the NIC is disabled.

  3. Check whether the metric of the management NIC is greater than the metric of the user NIC.

Resolution

Fix the issue with Cloud Computer Manager.

Incorrect route table

Detection

Check the route table of the cloud computer:

  1. Read the route table.

  2. Check whether the default route 0.0.0.0 exists.

  3. Check whether the management service routes 100.64.0.0 and 100.100.100.200 exist.

Resolution

Fix the issue with Cloud Computer Manager.

Security or VPN software

Detection

Check whether security or VPN software is installed on the cloud computer. EDS identifies only common security and VPN software.

Resolution

If you cannot access specific websites, consider disabling the software and try again.

Enabled firewall

Detection

Check whether the firewall is enabled on the cloud computer.

Resolution

Disable the firewall. The following steps use a Windows operating system as an example.

  1. Go to Control Panel > System and Security > Windows Defender Firewall.

  2. In the left-side navigation pane, click Turn Windows Defender Firewall on or off.

  3. On the Customize Settings page, select Turn off Windows Defender Firewall and click OK.

How do I adjust the peak bandwidth of a premium bandwidth plan?

Adjust the peak bandwidth of a premium bandwidth plan:

  1. Log on to the EDS enterprise console.

  2. In the left-side navigation pane, choose Networks & Storage > Premium Bandwidth Plan.

  3. In the top navigation bar, select a region.

  4. On the Premium Bandwidth Plan page, find the target premium bandwidth plan, and in the Actions column, choose Upgrade/Downgrade.

  5. In the Edit panel, adjust the bandwidth in the Bandwidth section as needed, and click OK.

Can I enable internet access for office networks in the China (Hong Kong) and overseas regions?

Enterprise real-name verification is required to enable a premium bandwidth plan in the China (Hong Kong) or overseas regions due to regulatory requirements.

Why can't I ping a cloud computer from the internet?

Cloud computers deny all inbound traffic by default, but allow all outbound traffic. Therefore, you cannot ping a cloud computer from the internet. For more information, see What is Elastic Desktop Service (EDS) Enterprise.

Why can't I access a cloud computer when the firewall is enabled?

Enabling the firewall may close certain ports and prevent you from logging on to and connecting to your cloud computer. To fix this, manually open the required ports to ensure your services run properly. For more information, see Cloud computer service port requirements.

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