Troubleshooting – unable to connect to your machine

This article helps you troubleshoot when you have trouble connecting to your machine. If you are unable to establish a VPN connection, please consult the following article instead: Troubleshooting – unable to establish a VPN connection.

To narrow down the possible causes, you’ll first need to test if you can ping the machine.

If you already tested this, select the outcome of your test:

  • I can not ping the machine
  • I can ping the machine

Can you ping the machine?

To narrow down the possible causes, you’ll first need to test if you can ping the machine.

  • Establish a VPN connection to your device.
  • Open Command Prompt (Windows) or Terminal (Mac, Linux).
  • Ping the machine by executing: (replace with your machine’s IP address) 
          ping

You can receive one of 2 responses.

If you get the following response:

 

Request timed out

 

Then you can not ping your machine. Proceed to: I can not ping the machine.

If instead you get the following response:

 

Reply from 

 

Then you can ping your machine. Proceed to: I can ping the machine.

I cannot ping the machine

The x500’s LAN IP range needs to be different from your computer’s
Make sure that the x500’s LAN IP range (e.g. 192.168.140) is different from that of your computer. You can ask your IT administrator for your computer’s IP range or check this yourself by following these steps:

  • Open Command Prompt (Windows) or Terminal (Mac, Linux).
  • View all your network configuration values by executing the following command line
    • Windows: 
            ipconfig
    • MacOS: 
            ifconfig
    • Linux: 
            ip addr

If there is a conflict, you can choose to connect your computer to a different network (e.g. your mobile phone’s WiFi hotspot) or you can change the x500’s LAN IP range from within the X4 Cloud (details here). Note that if you choose to change the x500’s LAN IP range, you also have to change the IP range of all connected devices.

The machine’s IP range needs to be the same as the x500’s
Make sure that the machine’s IP range (e.g. 192.168.140) is the same as the x500’s LAN IP range. You can change the x500’s LAN from within the Fleet Manager.

The machine’s subnet mask needs to be the same as the x500
Make sure that the machine’s subnet mask (e.g. 255.255.255.0) is the same as the x500’s LAN subnet mask. You can change the x500’s LAN from within the Fleet Manager.

The machine’s full IP address needs to be unique
Make sure that the machine’s full IP address (e.g. 192.168.140.10) is different from the x500’s LAN IP address and all other connected devices. You can change the x500’s LAN from within the Fleet Manager.

Source NAT needs to be on or the machine’s default gateway needs to be set
Source NAT is on by default in the x500, but can be turned off. Check whether it’s turned on or off in the Fleet Manager, by selecting your device, and viewing its LAN network settings. If it’s turned off, you can either turn it back on or you can configure your machine’s default gateway and set it to the x500’s LAN IP address.

Problem solved?
Problem solved? Good! If not, please contact us.

I can ping the machine

The x500’s LAN IP range needs to be different from your computer’s
Make sure that the x500’s LAN IP range (e.g. 192.168.140) is different from that of your computer. You can ask your IT administrator for your computer’s IP range or check this yourself by following these steps:

  • Open Command Prompt (Windows) or Terminal (Mac, Linux).
  • View all your network configuration values by executing the following command line
    • Windows: 
            ipconfig
    • MacOS: 
            ifconfig
    • Linux: 
            ip addr

If there is a conflict, you can choose to connect your computer to a different network (e.g. your mobile phone’s WiFi hotspot) or you can change the x500’s LAN IP range from within X4 Remote (details here). Note that if you choose to change the x500’s LAN IP range, you also have to change the IP range of all connected devices.

Check the machine’s IP address
Make sure that the IP address, that you are trying to connect with, is indeed that of the machine and not that of another device in the machine network.

Consult our connection guides
If you’re able to ping your machine and you’re sure that the IP address is correct, but you are still unable to connect to your machine, then please consult our connection guides as specific steps may be necessary in the software that you are using.

Problem solved?
Problem solved? Good! If not, please contact us.

 

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