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Troubleshooting an Agent TCO or HTTPS Server Connection Failure

Last Update: 12/2/2016 11:33 AM

Troubleshooting an Agent TCP or HTTPS Server Connection Failure


 

If you experience a connection failure when you initially attempt to download the Agent, the failure is typically on the TCP or the HTTPS connection.

  • If it is a TCP connection failure, the error message will include the string "ERROR: Failed to establish a TCP connection to the Cloudamize server via destination port 443."

    5513_TCPError.png
  • If it is an HTTPS connection failure, the error message will include the string "ERROR: Failed to establish a HTTPS connection to the Cloudamize server https://104.197.11.97‚Äč/cxf/registerCoudamizeAgent."

    5513_HTTPSError.png

Important: The IP address in the screen shots (104.197.11.97) may or may not be the same one that you receive in a connection failure error message. In the test procedures that follow, you must use the IP address presented in the error message, not the one necessarily that you see in this Knowledge Base article.

Use the procedures that follow to diagnose issues with your network connection:

  • Ping test
  • TCP connection test
  • HTTPS connection test


 

Ping test


  1. Open the Command Prompt and type the following command:
    ping 104.197.11.97
    5513_PingTest2.png

    The image above shows a successful ping test, in which the Cloudamize server was reached and replied with ping statistics.
  2. If the ping test fails, you will receive an error message. In that case, check the following potential issues:
  • Check whether a host firewall is blocking the outbound Internet Control Message Protocol (ICMP) connection to the IP address 104.197.11.97.
  • Check whether a network firewall (for example, the firewall in a gateway host or a router) is blocking the connection.
  • Check whether a firewall on the Cloudamize server is blocking the inbound ICMP connection from the host.
  • The Cloudamize server may be offline.

TCP connection test

To run the TCP connection test, you must run a Telnet command. Because Telnet is not installed on all versions of Windows, you may need to install it. If so, follow directions provided by the Microsoft TechNet article Install Telnet Client.

  1. Open the Command Prompt and type the following command:
    telnet 104.197.11.97 443

    Note: The Telnet command includes both the IP address (104.197.11.97) plus the server port number (443). If no port number is provided, the command falls back to the default, which is port 23. Notice that there is no period (".") between the IP address and port number.

  2. On entering this Telnet command, the expect result is a completely blank Command Prompt screen. Do not be alarmed.
  3. Type Ctrl + ]. This returns you to the Telnet prompt.
  4. At the Telnet prompt, type status, then click Enter. If the connection test is successful, you will see the message "Connected to 104.197.11.97."


    5513_TCPTest2.png
  5. If the connection test fails, you will see the message "Could not open connection to the host, on port 443: Connect failed." In this case, you should check the following:
  • Check whether a host firewall is blocking the outbound TCP connection to the IP address 104.197.11.97 and port 443.

  • Check whether a network firewall (for example, the firewall in a gateway host or a router) is blocking the connection.
  • Check whether a firewall on the Cloudamize server is blocking the inbound ICMP connection from the host.
  • The Cloudamize server may be offline.

HTTPS connection test

The HTTPS connection test validates whether the server is up and running and that you are able to connect over HTTPS. You may conduct the test in either of two ways: Using a web browser, or by using a Curl program.

HTTPS connection test using a Web browser

  1. Open your web browser of choice and attempt to reach the folllowing:

    https://104.197.11.97/cxf/test.


    Note: Remember that you must use the IP address presented in the error message that you receive, which may or may not be the one that you see in this instruction.
  2. If the browser returns an error like "Your connection is not private" (each browser's message differs slightly), then your HTTPS connection was established successfully.
  3. Next, to reach the the test page itself, click Advanced, and then click the link Proceed to 104.197.11.97 (unsafe). Again, different browsers may have a somewhat different message, and may require you to accept a security certificate exception.

    5513_Proceed2.png
  4. When the test web page is then servered, it presents a simple message: "Server is up and running!"
  5. If, on the other hand, the test page delivers an error message like "This webpage is not available," the HTTPS connection has failed. In that case, please troubleshoot the failure by checking the following:
  • Check whether a host firewall is blocking the outbound TCP connection to the IP address 104.197.11.97 and port 443.

  • Check whether a network firewall (for example, the firewall in a gateway host or a router) is blocking the connection.
  • Check whether a firewall on the Cloudamize server is blocking the inbound ICMP connection from the host.
  • The Cloudamize server may be offline.


 

HTTPS connections test using a Curl program

Do not cancel out of the Agent installation before starting this procedure.

  1. Open the Command Prompt as administrator by right-clicking on the Command Prompt and selecting Run as administrator.

  2. In the Command Prompt, navigate to C:\Program Files (on a 32-bit machine) or C:\Program File (x86).

  3. Run the following three commands, which do the following: (a) takes ownership of the Cloudamize directory, (b) grants permissions to the directory, and (c) takes you in the Command Prompt to the Cloudamize directory:

    takeown /F Cloudamize /R /D y
    icacls Cloudamize /grant administrators:F /T
    cd Cloudamize

  4. Run Curl command:

    curl -k https://104.197.11.97/cxf/test
  5. The Curl command should produce a successful connection. If so, a browser page should appear and render the simple message, "Server is up and running!"
  6. If you do not see this message, the HTTPS connection has failed and Curl will return the following error message: "curl: (7) Failed to connect to 104.197.11.97 port 443: Timed out."
  7. In the event of connection failure, check the following:
  • Check whether a host firewall is blocking the outbound TCP connection to the IP address 104.197.11.97 and port 443.

  • Check whether a network firewall (for example, the firewall in a gateway host or a router) is blocking the connection.
  • Check whether a firewall on the Cloudamize server is blocking the inbound ICMP connection from the host.
  • The Cloudamize server may be offline.

If you continue to experience problems, open a BitTitan support ticket. See How do I get support for your products?