This topic describes the frequently asked questions (FAQ) about networking for Elastic Desktop Service (EDS) Enterprise.
Index
Can I use an IPsec-VPN connection to connect my on-premises data center to a cloud computer?
Yes, you can. You can connect to cloud computers only through IPsec-VPN, SSL-VPN, Smart Access Gateway (SAG), or Express Connect circuit. For more information, see Access over an enterprise private network.
What do I do if my cloud computer cannot access the Internet?
Symptom: The cloud computer cannot access the Internet.
Cause 1
The cloud computer does not have Internet bandwidth enabled.
The premium bandwidth plan that is associated with the EDS office network (previously known as a workspace) is not in the In Use status.
Solution
Enable Internet bandwidth and associate it with the office network of the cloud computer. For more information, see Manage Internet access. If Internet bandwidth is already enabled, check its status.
Log on to the Elastic Desktop Service Enterprise console.
In the navigation pane on the left, choose .
On the Premium Bandwidth Plans page, find the premium bandwidth plan and check its Status column:
In Use: This is the normal status.
Expired/Overdue: In the Actions column, click Renew and follow the instructions to complete the renewal.
Released: On the Premium Bandwidth Plans page, click Enable Premium Bandwidth to enable a new premium bandwidth plan.
Creating: Wait a moment. After the plan is created, the status changes to In Use.
Cause 2
If the office network has Internet bandwidth enabled, the cloud computer may not have permission to access the Internet.
Solution
Enable Internet access for the office network.
Log on to the Elastic Desktop Service Enterprise console.
In the left-side navigation pane, choose .
On the Office Networks page, find the office network of the cloud computer and go to the office network details page in one of the following ways:
In the Actions column, click Internet Access Control.
In the Name/ID column, click the office network ID.
On the office network details page, in the Public Bandwidth section, set Internet Access Control to Allow all cloud computers to access the Internet. You can configure a list of cloud computers that are not allowed to access the Internet.
Cause 3
A policy may be blocking access if the cloud computer still cannot connect to the Internet after you confirm that the office network has Internet bandwidth and the cloud computer has the required permission.
Solution
Check whether a policy is blocking access.
Log on to the Elastic Desktop Service Enterprise console.
In the navigation pane on the left, choose .
On the Policies page, find the policy that is associated with the cloud computer and click the policy ID to go to the policy details page.
On the policy details page, in the Policy Configuration section, perform the following checks.
Choose .
In the Security Group Control section, click the Outbound tab. Check for any security group rules that block outbound network traffic.
In the Domain Name Access Control section, check for any access policies that restrict domain name resolution.
Choose Network Redirection (Cloud). Check whether cloud network redirection is enabled.
If restrictive rules exist, remove them, save the changes, then disconnect from and reconnect to the cloud computer. Then, check whether you can access the Internet.
Cause 4
If the issue persists after you confirm that the office network has Internet bandwidth, the cloud computer has the required permission, and no policies are blocking access, check the following cases.
Proxy server is enabled
How to check
Read the registry key value in the system to determine whether a proxy is enabled.
Log on to the Elastic Desktop Service Enterprise console.
In the navigation pane on the left, choose .
In the top navigation bar, select the target region.
On the Cloud Computers page, find the target cloud computer, and send a remote command to it in one of the following ways:
In the Actions column, click More, and choose Send Remote Commands.
Click the cloud computer ID, click the Remote Commands tab, then click Send Remote Commands.
In the Send Remote Commands dialog box, enter the following commands and click Execute.
$ProfileLists=Get-ChildItem -Path "Registry::HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList" -Name; $SidLists=$ProfileLists | Where-Object { $_ -like "S-1-5-21-*" -and $_ -notlike "*-500" }; Foreach ($Sid IN $SidLists) { $a=(Get-ItemProperty -ErrorAction SilentlyContinue -Path "Registry::HKEY_USERS\$Sid\Software\Microsoft\Windows\CurrentVersion\Internet Settings" -Name ProxyEnable).ProxyEnable; if ($a -ne 1) { Write-output "proxy is off" } else { Write-output "proxy is on" } }
How to fix
If a proxy is enabled and you cannot access some websites, consider disabling the proxy.
Abnormal NIC status - 1
How to check
Check the network interface card (NIC) in the cloud computer:
Check whether the IPv4 protocol is enabled for the NIC.
Check whether the NIC is disabled.
Check whether the hop count of the management NIC is greater than the hop count of the user NIC.
How to fix
Use Cloud Computer Manager. For more information, see Use Cloud Computer Manager.
Abnormal NIC status - 2
How to check
Check the route table in the cloud computer:
Read the route table.
Check whether the default route 0.0.0.0 exists.
Check whether the management service routes 100.64.0.0 and 100.100.100.200 exist.
How to fix
Use Cloud Computer Manager. For more information, see Use Cloud Computer Manager.
Security software or VPN software is installed
How to check
Check whether security software or VPN software is installed on the cloud computer. EDS detects only common security software and VPN software.
How to fix
If the software affects access to some websites, consider disabling the software and retry.
Firewall is enabled
How to check
Check whether the firewall is enabled on the cloud computer.
How to fix
Disable the firewall. The following steps use a Windows OS as an example.
Go to .
In the navigation pane on the left, click Turn Windows Defender Firewall on or off.
On the Customize Settings page, select Turn off Windows Defender Firewall and then click OK.
How do I adjust the peak Internet bandwidth of a cloud computer?
To increase or decrease the peak bandwidth of a premium bandwidth plan, perform the following steps:
Log on to the Elastic Desktop Service Enterprise console.
In the left-side navigation pane, choose .
In the upper-left corner of the top navigation bar, select a region.
On the Premium Bandwidth Plans page, find the target premium bandwidth plan and click Modify in the Actions column.
In the Edit panel, in the Bandwidth section, adjust the bandwidth as needed and click Confirm.
Why can't I ping a cloud computer from a public IP address?
By default, cloud computers deny all inbound access and allow all outbound access. Therefore, you cannot ping a cloud computer from a public IP address. For more information, see What is Elastic Desktop Service (EDS) Enterprise?.
Why can't I access a cloud computer after I enable the firewall?
Enabling the firewall may close some ports, preventing you from logging on to or connecting to the cloud computer. In this case, you must manually open the required ports to ensure that your services run as expected. For more information, see Port requirements.