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Server Installation & Internet Connection troubleshooting

If you need to check that your Internet connection has the necessary outbound ports and protocols open to allow the server to be installed; there are several tests you can perform to make sure the outbound connectivity is working correctly.

During the servers installation, a VPN tunnel needs to be established from the server to our Management Cloud, on either port UDP 1194 or TCP 443. The server will first try and use UDP 1194, and if that doesn't work will automatically fall back to TCP 443. The server also needs to connect to 2 other IP addresses on port TCP 443. Its explained in detail here.

To test the outbound connectivity do the following:

  1. Identify what IP address, subnet mask and default gateway you will use for the WAN port of your server.
  2. Configure your laptop with the same IP details (IP address, subnet mask and gateway), and then connect the network port on your laptop into the same network port for your internet connection that you later intend to use to connect the WAN port on the server (typically a router or firewall)

Now perform the following tests on your laptop, to check the outbound connectivity

  1. Can you connect on port 443 to 52.31.223.191? The easiest way to set this is to ensure you do not have a web proxy set on your laptop, and to open your browser and connect to https://52.31.223.191 If the connectivity is working, you will either be prompted for a certificate or logon prompt, or you will see an error saying "There is a problem with this website's security certificate" or similar. If you see nothing, or just get a blank browser or a timeout error, then the connectivity probably isn't working.
  2. Can you telnet on port 443 to 54.247.79.38? Again, the easiest way to set this is to ensure you do not have a web proxy set on your laptop, and to open your browser and connect to https://54.247.79.38 If the connectivity is working, you will either be prompted for a certificate or logon prompt, or you will see an error saying "There is a problem with this website's security certificate" or similar. If you see nothing, or just get a blank browser or a timeout error, then the connectivity probably isn't working.
  3. Can you connect to the Management VPN access.prolianteasyconnect.com (54.229.127.80) using the Open VPN client (installation instructions for OpenVPN are available here)?
    1. Start the OpenVPN client by going to Start > All Programs > OpenVPN > OpenVPN GUI. The Open VPN icon will appear in your system tray.

    2. Connect to Management VPN
      Right click on the OpenVPN icon in your system tray, and select Connect.

      When prompted for a username and password, enter your Management account credentials. If successful, after a few seconds, the OpenVPN icon will change from yellow (connecting) to green (connected).

If you can connect to the above two IP addresses on port 443, and connect to the Management VPN your outbound connectivity is OK.

If you can't successfully do one or more of these tests - then something on your network/internet connection is blocking the traffic and you need to unblock it (normally on your firewall) and test again. All 3 of the above IP addresses ie. 52.31.223.191, 54.247.79.38 and 54.229.127.80 will also respond to ping. Ping is not a requirement for installation to succeed, but if you believe that outbound ping works on your connection, you might also want to try that as a diagnostic step.

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