How to troubleshoot my connection using the Skytap Connectivity Checker

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The Skytap Connectivity Checker

The Skytap Connectivity Checker tests your ability to connect to Skytap's SmartClient Console. This document will guide you through running the test, and provide troubleshooting strategies for connection problems.

To run the Skytap Connectivity Checker, please navigate to:
https://cloud.skytap.com/tools/connectivity

You should see this page:

To run the test, select the same Region that your VM resides in, and then click the Start Skytap Connectivity Checker button in the lower left. If you are unsure which Region to choose, you can find this information on the Configuration page containing the VM you wish to access. If you do not have access to the Skytap Portal, we would recommend requesting this information from your Skytap Administrator. The test page will display as the test is run:

The Connectivity Checker consists of four tests. The first ensures that you have a supported Java version; the second checks to ensure that SmartClient is able to initialize; the third ensures that a SmartClient session is able to connect to a VM from your machine; and the fourth tests the latency of your connection from your location.

For each test, the table will display either a "Passed" or "Failure" based on your results

If you don't receive a pass on the first three tests, then you'll be unable to connect to a VM using SmartClient. Also, if the latency is above 250 ms, you will likely experience noticeable lag when using SmartClient.

Recommended System Specifications for Skytap SmartClient

If you have experienced a failure in one or more of the first three tests, we would first highly recommend ensuring that you are meeting the recommended specifications for SmartClient described in the article below:
Recommended System Specifications for Skytap SmartClient

Additional troubleshooting will be discussed below.

SmartClient Performance Solutions

If you are able to connect to SmartClient, but are experiencing performance degradation, please review our SmartClient Performance article:
How to Improve SmartClient Performance

Connectivity Solutions

Step 1:Clear the Java Cache

For Windows Users

See the screenshot (below) for an illustration of the following steps:

  1. Click Start => Control Panel
  2. Select the Java icon
  3. From the Java Control Panel, click the Settings... button within the Temporary Internet Files section on the General tab
  4. Click Delete Files...
  5. Make sure all options including Installed Applications and Applets are checked
  6. Click OK
  7. Click OK to close the Java Control Panel
  8. Completely close and then re-open your browser, and retry the Connectivity Checker test, located at:

https://cloud.skytap.com/tools/connectivity

If you are still unable to connect, move on to Step 2

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If you need additional information on this process, see:
http://www.java.com/en/download/help/plugin_cache.xml

For Mac OS X Users with Oracle Java 1.7

Note: Apple Java 1.6 has been deprecated by Apple, and is no longer supported. As that is the case, the Java Control Panel functionality has been removed.

  1. Navigate to Apple => System Preferences => Java
  2. On the General tab, click the Settings button (located under Temporary Internet Files
  3. Then, click the Delete Files button
  4. Ensure all checkboxes including Installed Applications and Applets are selected
  5. Click OK
  6. Click OK to close Temporary Files Settings
  7. Click OK to close "Java Control Panel
  8. Completely close and then re-open your browser, and retry the Connectivity Checker test, located at:

https://cloud.skytap.com/tools/connectivity

If you are still unable to connect, move on to Step 2

Step 2: Clear the Browser Cache

Try accessing the connectivity tool using a different browser. If the problem does not occur in the second browser, you may want to try clearing the cache on your primary browser. Otherwise, skip to step 3. Instructions on how to clear the cache will differ depending on what browser you’re using. To find out how to clear your browser’s cache, check out http://www.wikihow.com/Clear-Your-Browser's-Cache.

If you are still unable to connect, move on to Step 3

Step 3: Upgrade to the latest version of Java

You will first want to investigate which version of Java you currently have installed; to do so please review the following:
How can I check what version of Java I am currently running?

To install the latest version of Java 1.7 in Windows:

  1. Navigate to www.java.com
  2. Click Free Java Download
  3. Click Agree and Start Free Download
  4. Proceed with the Installation
  5. Completely close and then re-open your browser, and retry the Connectivity Checker test, located at:

https://cloud.skytap.com/tools/connectivity

If you are connecting to Skytap using Mac OS X, please see the following for detailed instructions on how to install Java on a Mac:
Running Java on Mac OS X

If you are connecting to Skytap from a Linux machine, please see the following for detailed instructions on how to install Java in a Linux environment:
How to install Java on my local Linux machine

If you are still unable to connect, move on to Step 4

Step 4 (Internet Explorer only): Make sure that the Skytap Portal and SmartClient are listed as trusted sites

Depending on your organization's security profile, it may be blocking the use of Skytap Cloud's Java Applet. To bypass this, you’ll want to add Skytap Cloud as a Trusted Site.

From within Internet Explorer, select Tools => Internet Options (or click the Gear button in the upper right-hand corner), and select Internet Options from the pull-down menu.

  1. In the Internet Options dialog, click on the Security tab
  2. Click on Trusted Sites (check mark) icon
  3. Click the Sites button
  4. In the Trusted Sites dialog, in the Add this website to the zone: field, type https://cloud.skytap.com/
  5. Click the Add button
  6. For VMs in US-West: in the Trusted Sites dialog, in the Add this website to the zone: field, type https://smart-uswest.skytap.com/
  7. Click the Add button
  8. For VMs in US-East: in the Trusted Sites dialog, in the Add this website to the zone: field, type https://smart-useast.skytap.com/
  9. Click the Add button
  10. Click Close
  11. Click OK

In IE8, navigating to https://cloud.skytap.com/ should result in your status bar at the bottom of your screen displaying Trusted sites, indicating that you have successfully marked Skytap Cloud as a trusted site (please note that in IE9 this confirmation method is absent):

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Completely close and then re-open your browser, and retry the Connectivity Checker test, located at:
https://cloud.skytap.com/tools/connectivity

Note: Depending on your organization, Active Directory Group Policy may prevent you from making this change. Please let us know if this is the case.

If you are still unable to connect, move on to Step 5

Step 5: Verify that Java is configured to use any proxy settings from your default browser

See the screenshot (below) for an illustration of the following steps:

  1. Click Start => Control Panel
  2. Select the Java icon
  3. From the Java Control Panel, click the Network Settings button within the Network Settings section on the General tab
  4. Make sure “Use browser settings” is checked
  5. Click OK
  6. Click OK again to close the Java Control Panel
  7. Completely close and then re-open your browser, and retry the Connectivity Checker test, located at:

https://cloud.skytap.com/tools/connectivity

Step5

If you are still unable to connect, go to step 6 below

Step 6: Make sure the latest version of Java is enabled

See the screenshot (below) for an illustration of the following steps:

On some machines there can be several versions of Java installed. It is important to ensure the latest version is enabled. To do so:

  1. Click Start => Control Panel
  2. Select the Java icon
  3. From the Java Control Panel, select the Java tab
  4. Click the View button
  5. Ensure that the latest version of Java is checked (enabled). If you are still unable to establish a SmartClient connection, you may need to uncheck (disable) all other versions of Java in this list
  6. Click OK
  7. Click OK to close the Java Control Panel
  8. Completely close and then re-open your browser, and retry the Connectivity Checker test, located at:

https://cloud.skytap.com/tools/connectivity

Step6

If you are still unable to connect, move on to Step 7

Step 7: Contact your Skytap Administrator or Skytap Technical Support

If you have a Skytap User Account, Skytap Support can be contacted by navigating to:
https://cloud.skytap.com/support

Skytap Support can also be contacted directly by sending an email to:
support@skytap.com

When contacting Skytap Support, please provide the following:

  • Your Skytap Cloud Customer Name
  • The diagnostics information from the Skytap Cloud Connectivity Checker. This can be obtained by clicking the "Show Detailed Results" button at the bottom of the Connectivity Checker page after the test has been run:
https://cloud.skytap.com/tools/connectivity
  • A screenshot of your results after running a Skytap Speedtest:
http://speedtest.skytap.com/
  • The steps from above that you tried