Client won’t connect

  • Ensure the computer is connected to the internet.
  • Restart the TrueStack service on the computer or restart the computer.
  • Delete and reinstall TrueStack Direct Connect on the computer.

Can’t ping or access the client computer from the Windows server

  • Ensure the computer is connected to the internet.
  • Restart the TrueStack service on the computer or restart the computer
  • Ensure the computer is a member of the Windows domain
  • Ensure File and Print sharing is open on the computer
  • Ensure that the route 5.5.0.0/20 is added in AWS or Azure.  For directions see the initial configuration https://truestack.com/support.
  • When adding a route in your VPC we recommend using the default VPC.
  • In AWS, disable Change Source/Dest. Check. Choose the TrueStack Direct Connect instance. Click on Actions, Networking, Change Source/Dest. Check. Click Yes, Disable. For better directions see the initial configuration https://truestack.com/support.
  • Some DNS servers provided by your ISP may block some DNS traffic going across port 1194.  In these cases the Windows server won’t be able to access the client.  Check the client’s TAP adapter icon in control panel to see if it shows “Unidentified network” under the adapter name, instead of your Windows domain name.
    It should show the Domain name.  Change the DNS address of the TAP adapter to Google’s 8.8.8.8 or 8.8.4.4.  If you’re ISP is causing this DNS issue then you will see that your domain name immediately appears on the client’s TAP adapter.  Once the domain name appears on the TAP adapter, you should be able to access the client.
    This should be a rare situation, however, in this case you have a few options:

    • Change DHCP on your on premise router to give out the IP of your gateway or a 3rd party DNS, such as Google’s DNS servers – 8.8.8.8 or 8.8.4.4 instead of your ISPs DNS servers.
    • Set static DNS servers IPs for the affected computers.  You may find that some laptops which are required to connect to multiple ISP networks will frequently have this issue, so it may be easier to set those laptops to Google’s DNS server IPs.

Reset your TrueStack Direct Connect Password:

  • Open SSH port 22 on your cloud network security group.
  • Use Putty or a terminal to SSH into TrueStack Direct Connect
  • Type “sudo /opt/directconnect/bin/resetpasswd”
  • Create a new password.  Then you should be able log in to the interface with the new password.

Upgrade to a new version of TrueStack Direct Connect

  • In the interface on the Admin tab download a backup of your server.
  • Create a new VM or Instance of TrueStack Direct Connect from the AWS or Azure marketplaces.
  • Follow the initlal configuration instructions. https://truestack.com/support.
  • On the Admin tab of the new TrueStack Direct Connect server, click on Choose File and upload the backup file to your new server, click on Restore.

Can’t access web console after changing to a static or elastic IP

  • Clear your DNS cache on the computer.
  • Clear the cache in Chrome.
  • Shutdown your TrueStack Direct Connect instance and start it again.  The elastic IP associates with a Truestack.net DNS name on startup.  By shutting down and re-loading your server you will re-initiate this process.

My cloud server won’t promote to a domain controller

  • Ensure your local administrator password and your domain administrator password are not the same.
  • Ensure that both the on premise and cloud servers can ping each other by IP.  The cloud server should be able to ping the tap adapter IP of the on premise server.
  • Server 2008 – If you are prompting a 2012 or 2016 domain controller in a 2008 forest and domain, we recommend restarting the on premise server after you’ve installed the TrueStack client and before promoting the cloud server as a domain controller.
  • Domain promotion may hang on some servers if there is a slow internet connection or packets are lost during promotion.  In these cases, you can cancel the promotion and try again.  After canceling the promotion, we recommend terminating the cloud server and starting with a brand new cloud server.  On the on premise server delete the cloud server out of Active Directory, AD sites and services and DNS before adding a new server and trying the promotion again.
Troubleshoot

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