Troubleshooting
Common issues
The following list shows some common setup issues and what they likely indicate.
Issue | Suspected causes |
|---|---|
Black screen is seen when launching a desktop session, no cursor displays |
|
Black screen is seen when launching a desktop session, mouse cursor is visible but no other screen content is loading | VM is out of disk space - check your environment resources |
“Unable to launch a server” error | Apporto’s backend services could not find a health/online server in the server pool that had capacity available - check your environment resources |
“Starting server” error | There is insufficient capacity to start the server - check your environment resources |
Running network diagnostics
If you experience issues with your cluster setup, we encourage you to check your network connection. To do this within the On-Premises Cluster Management tool, follow the steps below.
Return to https://[your_manager_node] in a browser window. Click on Troubleshooting to view the Network Troubleshooting Tools screen.
Three diagnostic tools are provided - ping test, traceroute, and port check. Select one by clicking on the appropriate tab.
Enter the configuration field values, and click the Start button for your selected diagnostic. The system will run the test and display the results in the side panel.
It may be helpful to run more than one of the diagnostics to get a fuller picture of your issue. If you are still unable to diagnose or resolve your issues, enable the support tunnel and contact Apporto Support.
Information for the Support team
If you need to contact the Support team for assistance, please have the following information ready:
Environment info
URL of your instance
Operating system version
Browser version
For servers, the
Issue info
URL where the issue was encountered
Date/time of the issue (to match against log files)
Description
User account username or email address
Attachments, if possible - screenshots, diagnostic test results, etc.
Contact info
Full name
Phone number
Email address
Preferred contact method - phone or email
Availability - days/hours you can be reached