This topic describes the commonly asked questions about connecting to cloud desktops.

What do I do if the message "Failed to connect to the server whose IP address is 127.0.0.1" appears when I connect to my cloud desktop?

If the message appears when you connect to your cloud desktop, a network proxy or VPN may be in use on your computer. You must disable the network proxy or VPN and connect to the cloud desktop again. If the issue persists, restart your computer.

What do I do if an error is reported on my Windows cloud desktop?

If an error such as 22, 5100, 5102, 5202, ConnectTicket.Timeout, and UnavailableDesktop.ConnectionBroken is reported on your Windows cloud desktop, you can perform the following operations to resolve the issue:

  • (Recommended) Restart the cloud desktop

    Before you restart a cloud desktop, make sure that you save the data of the cloud desktop. To restart a cloud desktop, perform the following steps:

    1. Log on to the Alibaba Cloud Workspace client that runs the cloud desktop. On the page of cloud desktops, find the cloud desktop that you want to restart.
    2. Move the pointer over the cloud desktop and click Restart on the desktop card. restart
  • Run a remote command to restart the cloud desktop

    If you have unsaved data and do not want to manually restart the cloud desktop, you can contact your administrator to run a remote command to restart the cloud desktop.For more information about specific operations, see FAQ for administrators

  • Update the image of the cloud desktop

    If the issue persists after you try the preceding solutions, check whether your administrator has enabled the Automatic Push feature for your cloud desktop in the EDS console. If the Automatic Push feature is enabled, you can update the image of your cloud desktop as prompted.

    1. Log on to the Alibaba Cloud Workspace client that runs the cloud desktop. On the page of cloud desktops, find the cloud desktop that you want to restart.
    2. Move the pointer over the cloud desktop and click Update on the desktop card.
    Note
    • Image update does not affect the data and software in the cloud desktop. You can rest assured and perform the update whenever convenient for you. The update takes approximately 30 minutes to complete.
    • If you cannot find Update on the card of your cloud desktop, contact your administrator to check whether the Automatic Push feature is enabled for your cloud desktop. EDS pushes the messages of image update tasks only after the administrator enables the Automatic Push feature in the EDS console. For more information about how to enable the Automatic Push feature, see Update an image.
    • If the Automatic Push feature is enabled for your cloud desktop but you still cannot find Update on the card of your cloud desktop, the image of your cloud desktop is of the latest version.
  • Roll back the snapshot of the system disk

    If the issue persists after you try the preceding solutions, contact your administrator to roll back the snapshot of the system disk that is used by your cloud desktop. For more information, see Restore data.

What do I do if the message "Published resources are unavailable" or "Unknown error 0" appears when I connect to a cloud desktop?

Problem description: When you connect to the cloud desktop, the message "Published resources are unavailable. Contact the system administrator" or "Unknown error 0" appears.

Solution:
  • Check the firewall settings on your local computer and make sure that traffic over port 1494 is allowed.
  • If a network proxy is configured on your local computer, disable the network proxy and network acceleration settings.
  • Reset workspace.

    Go to the C:\Program Files (x86)\Citrix\ICA Client\SelfServicePlugin directory and run CleanUp.exe.

  • If you use a Windows client, reinstall workspace based on your business requirements.
Note If the issue persists, it may be caused by network control of your enterprise. Contact the IT technical support of your enterprise to obtain the required network permissions.

What do I do if the cloud desktop exits unexpectedly when I connect to my cloud desktop from a software client that runs macOS?

In most cases, the issue occurs if your client runs macOS 12 or later. You must install the workspace plug-in. You can perform the following operations to troubleshoot the issue:
  1. Download the workspace installation package.
  2. Reinstall the workspace plug-in.

Why am I unable to access a cloud desktop after I enable the firewall feature?

If you enable firewall settings in actual business scenarios, traffic over specific ports is denied. As a result, you cannot connect to your cloud desktop. In this case, you must open or connect to the ports after you enable the firewall to ensure that your business can run as expected.

What do I do if the message "Connection timed out. Re-launch the client" appears when I connect to the cloud desktop?

Problem description: When you connect to a Windows cloud desktop from an Alibaba Cloud Workspace client that runs Windows, the message "Connection timed out. Try again" appears, and you fail to connect to the cloud desktop.

Cause: When an Alibaba Cloud Workspace client fails to connect to a cloud desktop, the cloud desktop is unable to communicate with backend components. This issue may occur due to one of the following causes:
  • The IP address of the cloud desktop is changed.
  • The network interface cards (NICs) of the cloud desktop are disabled.
  • The route table of the cloud desktop is damaged.
  • If your cloud desktop does not use the Adaptive Streaming Protocol (ASP), port 80 may be occupied by a process other than the System process.
Procedure: To resolve the issue, perform the following steps:
  1. On the Cloud Desktops page, find the cloud desktop that you want to manage and use one of the following methods to send remote commands:
    • In the Actions column, choose More > Send Remote Commands.
    • Click the ID of the cloud desktop to go to the cloud desktop details page. Click the Command Execution Details tab, and then click Send Remote Commands.
  2. In the Send Remote Commands dialog box, set the Command Type parameter to PowerShell, enter a command, and then click Execute.
    To identify the possible cause of the issue, perform the following steps:
    • Run the ipconfig command to view the IP address of the cloud desktop.

      Check whether the IP address is changed in the command output. By default, each cloud desktop has two NICs. One NIC is an internal NIC that is used to control traffic. IP addresses are assigned from the 10 or 172 CIDR block. The other NIC is for daily use. The system allocates IP addresses from the CIDR block of the vSwitch.

      If the IP address is changed, you can use one of the following methods to change it back to the original IP address:
      • Configure a NIC to automatically obtain an IP address

        Run the Get-NetIPInterface command to check the index of a NIC, and then run the following command to configure the NIC to automatically obtain an IP address: 

        Set-NetIPInterface -InterfaceIndex NIC index
      • Configure an IP address

        Run the Get-NetIPInterface command to check the index of a NIC and run the following command to configure the IP address and subnet mask of the NIC: 

        Set-NetIPAddress -InterfaceIndex NIC index -IPAddress IP address -PrefixLength Prefix length
      Note If the issue persists after you perform the preceding solutions, submit a ticket to contact Alibaba Cloud for technical support.
    • Run the Get-NetAdapter command to view the NICs of the cloud desktop. Check whether the NICs are disabled.
      If a NIC is not in the Up state, the NIC is disabled. Run the following command to enable the NIC: 
      netsh interface set interface "NIC name" enabled
    • Run the route print command to view the route table of the cloud desktop. Check whether the route table is damaged.
      Check whether the route table contains the IP address and 100.64 CIDR block of the cloud desktop, and the 10 or 172 CIDR block of the management component in the command output.
      Note If the route table is damaged, submit a ticket to contact Alibaba Cloud technical support.
    • If the "Connection timed out. Re-launch the client" message appears on a cloud desktop that does not use the Adaptive Streaming Protocol (ASP) protocol, run the following command to check whether port 80 is occupied by a non-System process.
      1. Obtain the process ID (PID) of the process that occupies port 80. 
        netstat -ano |findstr ":80"
        By default, port 80 is used to communicate with backend components. The corresponding PID is 4.
      2. Check the process that occupies port 80. 
        tasklist /fi "PID eq PID"    #The PID that is obtained in the previous step.
        Check the process that occupies port 80 in the command output. By default, the image name of the process is System and the session name of the process is Services.
      Note If port 80 is occupied by another process, submit a ticket to contact Alibaba Cloud for technical support.

What do I do if the cloud desktop keeps in the Under Maintenance state for a long period of time?

Problem description: The state of your cloud desktop is in the Under Maintenance state for a long time on the desktop card page, and you cannot connect to the cloud desktop.

Cause: If the administrator specifies the state of the cloud desktop to Under Maintenance in the EDS console, you cannot connect to the desktop.

Solution:

Contact the administrator to exit the maintenance mode. For more information about specific operations, see Maintain a cloud desktop.

What do I do if the message "Failed to connect to the cloud desktop [2010]" appears when I connect to my cloud desktop?

Problem description: The error A service exception occurs prompts and the message "Failed to connect to the cloud desktop [2010]" appears during desktop connection.

Cause: The aspvdagent.exe process of your ASP-based cloud desktop fails to be connected.

Solution:
  1. On the desktop card display page, move your pointer on the card of your cloud desktop, click Manage, and view the ID of the cloud desktop on the Details tab.
  2. Log on to the EDS console.
  3. On the Cloud Desktops page, find the cloud desktop based on the ID you obtained in the previous step.
  4. Choose More > Send Remote Commands in the Actions column.
  5. On the Send Remote Commands page, select a command type.
    Note For a Windows cloud desktop, select PowerShell or Bat.
  6. Enter the following command in Command Content to view the aspvdagent.exe process: 
    tasklist | findstr "aspvdagent.exe"
  7. Determine whether the aspvdagent.exe process exists in the Command Output.
    1. If the information about aspvdagent.exe appears in the command output, the aspvdagent.exe process exists.
    2. If the command output is empty, the aspvdagent.exe process does not exist. In this case, you need to restart the cloud desktop to start the process.
  8. Check whether security applications, such as 360 Total Security and QAX TianQing, are installed on the cloud desktop. If you have installed the applications, you must add the aspvdagent.exe process to the security application whitelist.
  9. Re-connect to the cloud desktop after you restart it.