TCP or HTTPS Connection Failure To Cloudamize Server

When you encounter the following error messages, manually check the network connection to our Cloudamize server.

Note: Screenshot images contain old infrastructure IPs, and we are working on updating the images. You can ignore the IP in the screenshot. All other IPs in KB are updated with the latest one for our new infrastructure.

• TCP connection failure

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• HTTPS connection failure

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Diagnosis of Network Connection

• Ping test

  • Run Command Prompt: Ctrl + R and type cmd

  • Run the ping command. 
    
    For customers using the North America-based Cloudamize:

    ping am.cloudamize.com
    

    For Customers using the EU-based Cloudamize:

    ping am-de.cloudamize.com
    

    For Customers using the UAE-based Cloudamize:

    ping am-ae.cloudamize.com
    

    
    

  • If a connection with this command fails (e.g., output: Request timed out.), please check the list below.

    • A host firewall is blocking the outbound ICMP connection to am.cloudamize.com (US), am-de.cloudamize.com (EU), or am-ae.cloudamize.com (UAE)

    • A network firewall (e.g., a firewall on a gateway host or a router) is blocking it.

    • A firewall on the Cloudamize server is blocking the inbound ICMP connection from the host.

    • Cloudamize server is down.

• TCP connection test

  • Run the telnet command. Telnet is not installed by default in some Windows versions. In that case, please follow the instructions shown in http://technet.microsoft.com/en-us/library/cc771275(v=ws.10).aspx

    telnet am.cloudamize.com 443
    

    telnet am-de.cloudamize.com 443
    

    telnet am-ae.cloudamize.com 443
    

  • Successful connection symptom:

    • Command Prompt screen will be cleared. Type in 'CTRL+]' to enter the Telnet client prompt. The prompt, Microsoft Telnet>, will appear.

    • Type in 'status' and the 'Connected to am.cloudamize.com' output message will be printed (or am-de or am-ae depending on region). Type in 'close' and then 'quit'

    • Here is the screenshot after typing in 'CTRL+]'.

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  • Failed connection symptom (output message):

    • Connecting To (IP address or URL)...Could not open connection to the host, on port 443: Connect failed

  • If a connection with the telnet command fails, please check the list below.

    • A host firewall is blocking the outbound TCP connection to am.cloudamize.com/am-de.cloudamize.com/am-ae.cloudamize.com and port 443.

    • A network firewall (e.g., a firewall on a gateway host or a router) is blocking it.

    • A firewall on the Cloudamize server is blocking the inbound TCP connection from the host.

    • Cloudamize server is down.

• HTTPS connection test

  • Test with a web browser.

    • Go to https://am.cloudamize.com/cxf/test, https://am-de.cloudamize.com/cxf/test, or https://am-ae.cloudamize.com/cxf/test

    • If you see a certificate error (e.g., Chrome: "Your connection is not private"), it means that the HTTPS connection was successful. 

      • To retrieve an actual web page from that URL, click "Advanced" and then click "Proceed to 35.171.170.26 (unsafe)."

      • The web page will show "Server is up and running!".

    • If you see a page error (e.g., Chrome: "This webpage is not available"), the HTTPS connection failure occurred. Please check the list below.

      • A host firewall is blocking the outbound HTTPS connection to the endpoint appropriate for your region and port 443.

      • A network firewall (e.g., a firewall on a gateway host or a router) is blocking it.

      • A firewall on the Cloudamize server is blocking the inbound HTTPS connection from the host.

      • Cloudamize server is down

  • Test with the curl program

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    • To do this, note that you should not cancel the Cloudamize Agent Installation.

    • Run Command Prompt as administrator: Right-click on Command Prompt and select "Run as administrator".

    • Go to the following directory

      • 32 bit machine: cd C:\Program Files

      • 64 bit machine: cd C:\Program Files (x86)

    • Take ownership of the Cloudamize directory where curl.exe exists, grant directory security permissions, and go to the Cloudamize directory.

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

      
      

    • Run the curl command

      curl -k https://am.cloudamize.com/cxf/test
      

      • The output of the command should be as follows

        • Server is up and running!

      • If not, the HTTPS connection failed. An example output of the command with connection errors is as follows.

        • curl: (7) Failed to connect to 35.171.170.26 port 443: Timed out
          

      • If this command fails, please check the list mentioned above in "Test with a web browser".

If you still have a connection problem, please send us the symptoms of the connection tests, go through the "Test with curl program" subsection in the HTTPS connection test, and attach the log_backup.txt file in C:\Program Files\Cloudamize or C:\Program Files(x86)\Cloudamize. Email address: helpdesk@cloudamize.com

If you have any queries, please get in touch with the helpdesk via our Helpdesk Portal or by email at helpdesk@cloudamize.com.