WUYING Terminal:FAQ about connecting to cloud computers

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 the workspace plug-in.

  Open the C:\Program Files (x86)\Citrix\ICA Client\SelfServicePlugin path and run CleanUp.exe.

• If you use a Windows client of Alibaba Cloud Workspace, download workspace and reinstall it.

  • workspace (Windows 10)

  • workspace (Windows 7)

In most cases, the issue occurs if your local computer 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.

Causes: If the client fails to connect to the cloud computer, the cloud computer cannot communicate with backend components. The following items list the possible causes:

• The IP address of the cloud computer is modified.

• The Network Interface Cards (NICs) of the cloud computer are disabled.

• The routing table of the cloud computer is damaged.

• If the cloud computer uses a non-Adaptive Streaming Protocol (ASP), the port 80 of the cloud computer is occupied by a non-System process.

Solution: Perform the following operations to resolve the issue:

1. On the Cloud Computers page, find the desired cloud computer and choose one of the following methods to send commands to resolve the issue.

   • Click Send Remote Command in the Actions column.

   • Click the ID of the cloud computer to go to the cloud computer details page. Click the Command Execution Details tab and click Send Remote Commands.

2. In the Send Remote Commands dialog box, select PowerShell for Command Type, enter a command, and then click Execute.

   To identify the possible cause of the issue, perform the following operations:

   • Run the ipconfig command to view the IP address of the cloud computer and check whether the IP address has been modified.

     You can check whether the IP address is modified in the command output. By default, each cloud computer is configured with two NICs. One NIC is used to manage traffic and its IP address starts with 10 or 172, and another NIC is used for daily use and its IP address is assigned by the CIDR block of the vSwitch to which the system belongs.

     If one of the preceding IP addresses is modified, you can use one of the following methods to resume the modified 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 then run the following command to configure an IP address and a subnet mask for the NIC:

       Set-NetIPAddress -InterfaceIndex NIC index -IPAddress IP address -PrefixLength Subnet mask bits

     Note

     If the issue persists, submit a ticket to contact Alibaba Cloud technical support.

   • Run the Get-NetAdapter command to check the NICs of the cloud computer and check whether the NICs are disabled.

     If a NIC of the cloud computer is not in the Up state, the NIC is disabled. You can 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 computer and check whether the route table is damaged.

     Check whether the route table contains the IP address of the cloud computer, the 100.64 CIDR block, and the 10 or 172 CIDR block of the management component.

     Note

     If the route table is corrupt, submit a ticket to contact Alibaba Cloud technical support.

   • If the cloud computer uses the ASP protocol and the message "Connection timed out. Retry" appears, you can run the following commands to check whether port 80 of the cloud computer is occupied by the System process:

     1. Run the following command to obtain the process ID (PID) of the process that occupies port 80:

        netstat -ano |findstr ":80"

        By default, port 80 of the cloud computer is used to communicate with backend components. The corresponding PID is 4.

     2. Run the following command to check the process that occupies port 80: Replace the <PID> with the PID value obtained in the previous step.

        tasklist /fi "PID eq <PID>"

        Identify the process that occupies port 80 in the command output. By default, the image of the System process is named System, and the session of the System process is named Services.

     Note

     If port 80 is occupied by a non-System process, submit a ticket to obtain technical support from Alibaba Cloud.

Solution:

1. On the card display page of cloud computers on an Alibaba Cloud Workspace client, move the pointer over the card of the desired cloud computer, click Manage, and then click the Info tab to view the ID of the cloud computer.

2. Log on to the WUYING Workspace (Pro Edition) console.

3. On the Cloud Computers page in the WUYING Workspace console, find the ID of the desired cloud computer, click the icon in the Actions column, and then click Send Remote Commands.

4. On the Send Remote Commands page, select a command type.

   Note

   For Windows cloud computers, you can select PowerShell or Bat.

5. In the Command Content section, enter the following command to check the aspvdagent.exe process:

   tasklist | findstr "aspvdagent.exe"

6. In the Command Output section, view the command output to check whether the aspvdagent.exe process exists.

   1. If the command output contains information about the aspvdagent.exe process, the aspvdagent.exe process exists.

   2. If the command output is empty, the aspvdagent.exe process does not exist. In this case, you must restart the cloud computer to start the process.

7. Check whether any third-party security software such as 360 Total Security and QAX is installed. If you have installed such software, add the aspvdagent.exe process to the security software whitelist.

8. Restart the cloud computer and re-connect to it.