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Troubleshooting a Tech Support Connection

If you are experiencing difficulties in initiating your tech support session, here are some helpful tips to guide you.

If you attempted to initiate a tech support session and the connection hasn’t started—for example, the status numbers are not increasing—there is no active support connection.


Troubleshooting

  1. Are you blocking outgoing TCP Port 52222 from the CASTUS?
    1. If yes, ask IT to open the port. Tech Support connections require outbound access to firewall.castus.tv on TCP 52222.
  2. Open up a new tab in Firefox on the on-premise unit. Can you successfully reach another website?
    1. If no, you don't have internet access. Contact your IT department.
  3. Is the ethernet cable plugged into the proper port on the CASTUS unit that was configured in net-ui?
    1. If no, work with your IT department to switch ports or change network settings.
  4. Do you have the correct DNS?
    1. If no, work with your IT department to change the DNS address.
  5. Make sure the local IP address is working and not a duplicate of another machine.

Types of Errors and What They Mean

Message

Meaning

 Solution
Cannot connect to firewall.castus.tv… Whitelist issues Your IT department needs to whitelist firewall.castus.tv

ssh: Could not resolve hostname firewall.castus.tv: Name or service not known

 Wrong DNS value Correct the DNS value in net-ui based on the recommendation of your IT department
ssh: connect to host firewall.castus.tv port 52222: Connection refused Firewall blocking connection Your IT department needs to open the firewall for the CASTUS IP address

CASTUS Network Settings

Please consult with your IT department before changing the DNS or other network settings. For details how to execute these changes, please visit Changing Network Settings.