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

  • TCP connection failure
  • HTTPS connection failure

Diagnosis of Network Connection

  • Ping test

    • Run Command Prompt: Ctrl + R and type in cmd

    • Run ping command. 

      For customers using the North America Based Cloudamize:

      ping 104.197.11.97
      TEXT

      For Customers using the EU Based Cloudamize:

      ping 35.198.133.35
      TEXT
    • If a connection with this command fails (e.g., output: Request timed out.), please check the list below.

      • A host firewall is blocking the out-bound ICMP connection to 104.197.11.97 (US) and 35.198.133.35 (EU)

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

      • A firewall on Cloudamize server is blocking the in-bound ICMP connection from the host.
      • Cloudamize server is down.

  • TCP connection test

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

      telnet 104.197.11.97 443
      TEXT
    • Successful connection symptom:
      • Command Prompt screen will be all cleared. Type in 'CTRL+]' to enter telnet client prompt. The prompt, Microsoft Telnet>, will appear.
      • Type in 'status' and 'Connected to 104.197.11.97' output message will be printed. Type in 'close' and then 'quit'
      • Here is the screenshot after typing in 'CTRL+]'.
    • Failed connection symptom (output message):
      • Connecting To 104.197.11.97...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 out-bound TCP connection to 104.197.11.97 and port 443.
      • A network firewall (e.g., firewall in a gateway host or a router) is blocking it.
      • A firewall on Cloudamize server is blocking the in-bound TCP connection from the host.
      • Cloudamize server is down.
  • HTTPS connection test

  • Test with a web browser.

    • Go to https://104.197.11.97/cxf/test

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

      • To retrieve an actually web page from that URL, click "Advanced" and then click "Proceed to 104.197.11.97 (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 out-bound HTTPS connection to 104.197.11.97 and port 443.
      • A network firewall (e.g., firewall in a gateway host or a router) is blocking it.
      • A firewall on Cloudamize server is blocking the in-bound HTTPS connection from the host.
      • Cloudamize server is down
  • Test with curl program

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

    • Run Command Prompt as administrator: Right clicking on Command Prompt and selecting "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 Cloudamize directory where curl.exe exists, grant directory security permission, and go to Cloudamize directory.

      takeown /F Cloudamize /R /D y
      icacls Cloudamize /grant administrators:F /T
      cd Cloudamize
      TEXT
    • Run curl command

      curl -k https://104.197.11.97/cxf/test
      TEXT
      • 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 104.197.11.97 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 symptoms of connection tests and go through "Test with curl program" subsection in HTTPS connection test and attach log_backup.txt file in C:\Program Files\Cloudamize or C:\Program Files(x86)\Cloudamize. Email address: support@cloudamize.com