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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 PolicyPak Cloud client cannot communicate with PolicyPak 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 PolicyPak Cloud, use Telnet from the affected (wait listed) machine and perform a Telnet test to the PolicyPak 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.policypak.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.policypak.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