Connectivity Issues

From TDiWiki

One of the more common calls we get to the Support Line is for help troubleshooting connectivity issues. Sure, sometimes the issue is ConsoleWorks-related, but many times it is caused by some outside factor. So, when you can no longer connect to a previously connectable Console, use the following steps to help focus the search for the cause of the connectivity issue.

[edit] Troubleshooting Connectivity

1. Disable the Console in ConsoleWorks.
On the View Consoles page, double-click the non-connecting Console to open its CONSOLES:Edit page. Click the Disable button. We recommend disabling the Console so that ConsoleWorks does not continue to attempt to make a connection through it to the managed asset.

2. Make note of the connection details.
(Important!) Note especially the host and port that are specified in the Console's Connection Details section.

3. Attempt to connect outside of ConsoleWorks
On the ConsoleWorks host system (also important! - this connection must be made from the system hosting your ConsoleWorks invocation), create a telnet or SSH connection to the Console that you disabled in step 2. In this wiki article, the illustrations show us using PuTTY. You may use whatever client you prefer for your system. Notice that we are connecting to the asset using the same host name and port that ConsoleWorks uses. The idea here is to attempt to connect to the asset in the same manner and using the same path that ConsoleWorks does.

4. Connection results.

• If you are unable to connect to the managed asset:
  This result indicates that there is some sort of issue outside of ConsoleWorks that is affecting connectivity.
  




• If you are able to connect to the managed asset:
  This result indicates that the connectivity issue might be ConsoleWorks-related. Contact TDi Support, and we will help you get squared away.