Test Your Connectivity

Troubleshoot the Connection to a CloudShare Environment
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In most cases, connecting to your environment will be fast and seamless when you use any modern web browser.

However, should you experience connectivity issues, please check with your IT or network engineer regarding the following potential causes.

Note

If you have not already done so, please use CloudShare's online test facility and examine the results before continuing here.

Browser Version

CloudShare supports all modern web browsers. The browser must support WebSockets in order to connect to a CloudShare environment.

Firewall Settings

If you are connecting from your company's network, make sure that your network security team includes firewall rules (e.g., *.cloudshare.com ) which enable the network to access CloudShare.

In addition, verify the following:

  • IP Ranges

    When IP ranges must be specified, a firewall rule must exist that allows traffic to and from CloudShare. For a current list of valid CloudShare IP ranges contact CloudShare support.

  • TCP Ports

    In order to connect to an environment using RDP, SSH or a Console, ensure that outbound traffic (from your network) is allowed to the following ports:

    A. TCP 443 – Used for Accelerated RDP connections to a Windows OS (Primary)
    B. TCP 3389 – Used for RDP connections to a Windows OS (Secondary)
    C. TCP 443 – Used for Console connections to both Linux and Windows OSs
    D. TCP 22 – Used for SSH connections to a Linux OS

    If your network requires use of ports other than those listed above, ensure that:

    1. The port used is allowed for inbound traffic in CloudShare. For a full list of CloudShare's open inbound ports, contact CloudShare support. 

    2. Outbound traffic to the port is allowed in your network's firewall.

    Please note that all outbound TCP ports are open, with the exception of all X11 protocol ports (6000-6063), which are closed for security reasons.

Connectivity Tracing

If the required connectivity settings are correct, then tracing and analyzing your network's connectivity is recommended. Tracing can often reveal excessive hops, latency or packet loss issues which will impact the viability and performance quality your connection.

We recommend using PATHPING, a command line utility that is supplied with a Windows installation. (However, there are other tracing utilities which an prove helpful as well.)

The following is an example for running PATHPING to analyze a CloudShare web access machine. It traces the network route to webaccess.ams.env.cloudshare.com  over a maximum of 30 hops:

C:\Users\John> pathping  webaccess.ams.env.cloudshare.com -n -p 50

  0  30.10.10.180
  1  62.219.181.50
  2  62.219.181.49
  3  10.20.206.185
  4  10.190.5.6
  5  212.179.124.85
  6  212.179.124.42
  7  212.179.161.217
  8  80.239.128.149
  9  62.115.142.204
 10  62.115.120.240
 11  62.115.122.179
 12  62.115.10.154
 13  91.199.215.4
 14  91.199.215.4

Computing statistics for 70 seconds...

            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           30.10.10.180
                                0/ 100 =  0%   |
  1  ---     100/ 100 =100%   100/ 100 =100%  62.219.181.50
                                0/ 100 =  0%   |
  2    5ms     0/ 100 =  0%     0/ 100 =  0%  62.219.181.49
                                0/ 100 =  0%   |
  3    8ms     0/ 100 =  0%     0/ 100 =  0%  10.20.206.185
                                0/ 100 =  0%   |
  4    7ms     0/ 100 =  0%     0/ 100 =  0%  10.190.5.6
                                0/ 100 =  0%   |
  5    7ms     0/ 100 =  0%     0/ 100 =  0%  212.179.124.85
                                0/ 100 =  0%   |
  6   53ms     0/ 100 =  0%     0/ 100 =  0%  212.179.124.42
                                0/ 100 =  0%   |
  7   56ms     0/ 100 =  0%     0/ 100 =  0%  212.179.161.217
                                0/ 100 =  0%   |
  8   61ms     0/ 100 =  0%     0/ 100 =  0%  80.239.128.149
                                0/ 100 =  0%   |
  9   56ms     0/ 100 =  0%     0/ 100 =  0%  62.115.142.204
                                0/ 100 =  0%   |
 10   70ms     0/ 100 =  0%     0/ 100 =  0%  62.115.120.240
                                0/ 100 =  0%   |
 11   82ms     0/ 100 =  0%     0/ 100 =  0%  62.115.122.179
                                0/ 100 =  0%   |
 12   66ms     0/ 100 =  0%     0/ 100 =  0%  62.115.10.154
                                2/ 100 =  2%   |
 13   68ms     2/ 100 =  2%     0/ 100 =  0%  91.199.215.4
                                0/ 100 =  0%   |
 14   68ms     2/ 100 =  2%     0/ 100 =  0%  91.199.215.4

Trace complete.

Carefully examine the output from your trace command run to determine whether it is possible to reduce the number of hops and eliminate excessive network latency or packet loss.

Remote Desktop Protocol (RDP) Connectivity

The minimum bandwidth in order to connect to a RDP session is 150 Kbps.

If you are experiencing RDP connectivity issues after successfully connecting and using a CloudShare environment, see this troubleshooting article for additional information.

 

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