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Troubleshoot communication from the Cloud Client and Cloud Service

To test the connection between the client and service, start by entering the  PPCLOUD /SYNC command from the command line. If the return message is Could not sync with cloud, the Netwrix Endpoint Policy Manager (formerly PolicyPak) Cloud client cannot communicate with Endpoint Policy Manager Cloud Server.

256_1_pp-faq-000001

The main reasons for this connection issue are:

  • No internet connection at all
  • Internet connection behind a proxy server
  • The Time and Date on the client is more than about 5 minutes off from the real time

Follow the steps below to troubleshoot the connection issue.

Step 1 – To test if the computer can reach Endpoint Policy Manager Cloud, use Telnet from the affected (wait listed) machine and perform a Telnet test to the Endpoint Policy Manager Cloud Service.

NOTE: If you don't have Telnet on Windows, see this video on How to Enable Telnet on Windows 10 for additional information.

Step 2 – At a command prompt, type in the following: telnet cloud-agent.endpointpolicymanager.com 443

Telnet Cloud Agent Script

  • If the command just hangs and takes a long time to complete, then comes back with Connection failed, then the communication failed i.
  • If the command clears the screen and the cursor goes to the top, then the communication passes. See the image below for example.

Communication Passes

Step 3 – You can also try telnet cloud-agent.endpointpolicymanager.com 80

  • If the command just hangs and takes a long time to complete, then comes back with "Connection failed", then the communication failed.
  • If the command clears the screen and the cursor goes to the top, then the communication passes.

Additional Considerations