WUYING Terminal:FAQ about connecting to cloud computers

Cloud computers are assigned by administrators. If you cannot find any cloud computer, contact your administrator. For more information, see What do I do if no cloud computer is displayed on the Alibaba Cloud Workspace client of an end user?

Solutions

Modify the default preference settings by performing the following operations:

1. Open the web client in the Safari browser.

2. In the top menu bar, choose Safari > Preferences.

3. Select the Websites tab, click Pop-up Windows from the left-side navigation pane, and then locate wuying.aliyun.com from the Allow pop-up windows on the website below: section.

4. Click the drop-down list next to wuying.aliyun.com and select Allow.

5. Refresh the page in Safari and reconnect to the cloud computer.

Solution

• Check the firewall settings on your local PC and make sure that traffic over port 1494 is allowed.

• Disable the network proxy and VPN on your local PC.

• Reset the workspace plug-in.

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

• If you use the Windows client, you can download the workspace plug-in from one of the following links:

  • workspace for Windows 10

  • workspace for Windows 7

If the issue persists, the network is managed by the organization to which the cloud computer belongs. Contact your IT administrator to obtain network permissions.

Cause

This issue occurs because the cloud computer cannot communicate with the backend component. The following items describe 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), port 80 of the cloud computer is occupied by a non-System process.

Solution

Contact your administrator to perform the following operations:

1. Log on to the EDS console.

2. In the left-side navigation pane, choose Resources & Terminals > Cloud Computers.

3. On the Cloud Computers page in the EDS console, find the desired cloud computer and choose one of the following methods to send commands:

   • In the Actions column, click Send Remote Commands.

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

4. In the Send Remote Commands dialog box, set the Command Type parameter to PowerShell, enter commands in the Command Content editor, and then click Execute.

   Troubleshoot this issue by running the following commands:

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

     Check whether the IP address is changed in the command output. By default, each cloud computer has two NICs. One NIC is used to manage traffic and its IP address is the 10 or 172 CIDR block. The other NIC is 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 restore 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 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

     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.

     Check whether the Status parameter of the NICs is Up.

     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 blocks of the management component.

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

   • If the cloud computer uses the ASP protocol and the message indicating that the connection times out and you must try again appears, run the following commands to check whether port 80 of the cloud computer is occupied by a process other than 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 processes that occupy port 80: Replace <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.

     If port 80 is occupied by other processes, submit a ticket to contact Alibaba Cloud technical support.

Solution

1. On the card display page of cloud computers on the Alibaba Cloud Workspace client, move the pointer over the card of the desired cloud computer, click Manage, click the Details tab, and then view the ID of the cloud computer. Forward the ID to your administrator and contact the administrator to proceed with the following operations:

2. Log on to the EDS console.

3. In the left-side navigation pane, choose Resources & Terminals > Cloud Computers.

4. On the Cloud Computers page in the EDS console, find the desired cloud computer and choose one of the following methods to send commands:

   • In the Actions column, click Send Remote Commands.

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

5. In the Send Remote Commands dialog box, set the Command Type parameter to PowerShell, enter commands in the Command Content editor, and then click Execute.

   tasklist | findstr "aspvdagent.exe"

6. Check whether the aspvdagent.exe process exists based on the command output.

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

   • If the command output is empty, the aspvdagent.exe process does not exist. Then, restart the cloud computer to launch the process.

7. Check whether third-party security software such as 360 Total Security and QAX is installed. If such software is installed on the cloud computer, add the aspvdagent.exe process to the whitelist of the software.

8. Restart the cloud computer and reconnect to the cloud computer.

This issue frequently occurs when an end user uses a MacBook running macOS 12 or later. Perform the following operations to install workspace:

1. Download the installation package of workspace.

2. Reinstall workspace.