If you're unable to connect to your device, follow these self-remediation steps in order to diagnose and resolve the issue.
Step 1: Verify Network Path with Traceroute
Run a traceroute to your device to check accessibility and identify where the connection path breaks:
For macOS and Linux users:
traceroute <your-device-ip>
For Windows users:
tracert <your-device-ip>
Analyze the traceroute results to determine the issue:
Issue: Route fails to reach MacStadium data center
Likely cause: Local network, firewall, or VPN configuration blocking access.
Resolution:
- Verify your local internet connection is working properly
- Check your firewall settings to ensure traffic to MacStadium data centers is allowed
- If you're using a VPN:
- Confirm the VPN connection is active
- Verify your VPN configuration permits access to MacStadium IP ranges
- Try connecting from a different network to rule out local network restrictions
Issue: Route reaches MacStadium data center but stops before the device
Likely cause: Your device may be powered off.
Resolution:
- Power on the device through the portal
- Wait 2-3 minutes for the machine to fully boot
- Test connectivity with another traceroute /tracert or ping:
ping <your-device-ip>
- Once the device responds to ping, attempt your VNC connection again
Issue: Route reaches your device, but VNC connection fails
Likely cause: VNC service issue or incorrect port configuration.
Resolution:
- Verify you're using the correct VNC port for your device
- Restart the device through the portal
- Wait 2-3 minutes for the machine to fully boot
- Test connectivity with another traceroute /tracert or ping:
Step 2: Still Having Issues?
If you've completed all the steps above and still cannot connect to your device, please open a support ticket with the following information:
- The issue you're experiencing
- Results from your traceroute
- Steps you've already attempted
- Any error messages you're receiving
Our support team will investigate further and help resolve your connectivity issue.