02: How can I troubleshoot communication from the PPC Client and PPC Service?

First, manually try aPPCLOUD /SYNCcommand from the command line. If you get what’s seen here, that would be a FAIL and PolicyPak Cloud client cannot communicate with PolicyPak Cloud Server.

The main reasons this could be are:

First, manually try

  1. No internet connection at all.
  2. Internet connection behind a proxy server.
  3. The TIME AND DATE on the client is more than about 5 minutes off from the real time.

To test if the computer can reach PolicyPak Cloud, you will use TELNET from the affected (WAIT LISTED) machine and perform a Telnet test to the PolicyPak Cloud Service.

Tip:If you don’t have Telnet on Windows, here’s a video: https://www.youtube.com/watch?v=ghGAfmz4gaA

At a command prompt, type in the following:telnet cloudsvc.policypak.com 443

If the command just HANGS THERE and does nothing, the comes back with “Connection failed”, then that’s a FAIL.
If the command clears the screen and the cursor goes to the TOP, that’s a PASS like what’s seen here.

You can also try telnetcloudsvc.policypak.com 80

If the command just HANGS THERE and does nothing, the comes back with “Connection failed”, then that’s a FAIL.

If the command clears the screen and the cursor goes to the TOP, that’s a PASS.

If you FAIL, that could mean you are behind some kind of proxy. To configure the PROXY for the SYSTEM, see this PolicyPak Cloud technote: Here

If you PASS, that could mean the DATE AND TIME are wrong on the machine. First manually try to correct the date and time. Then run PPCLOUD /SYNC command and see if it succeeds. IF that fails to work, read this technote, which has alternative time fix instructions: Here

  • 277
  • 12-Apr-2019
  • 470 Views