How can I troubleshoot communication from the PPC Client and PPC Service?

First, manually try a PPCLOUD /SYNC command from the command line. If you get what’s seen here, that would be a FAIL and PolicyPak Cloud client cannot communicate with PolicyPak Cloud Server.

PolicyPak Cloud client cannot communicate with PolicyPak Cloud Server

The main reasons this could be are:

    First, manually try

  1. No internet connection at all.
  2. Internet connection behind a proxy server.
  3. The TIME AND DATE on the client is more than about 5 minutes off from the real time.

To test if the computer can reach PolicyPak Cloud, you will use TELNET from the affected (WAIT LISTED) machine and perform a Telnet test to the PolicyPak Cloud Service.

Tip: If you don’t have Telnet on Windows, here’s a video: https://www.youtube.com/watch?v=ghGAfmz4gaA

At a command prompt, type in the following: telnet cloudsvc.policypak.com 443

Windows Command Prompt

If the command just HANGS THERE and does nothing, the comes back with “Connection failed”, then that’s a FAIL.
If the command clears the screen and the cursor goes to the TOP, that’s a PASS like what’s seen here.

Telnet Screenshot

You can also try telnet cloudsvc.policypak.com 80

If the command just HANGS THERE and does nothing, the comes back with “Connection failed”, then that’s a FAIL.

If the command clears the screen and the cursor goes to the TOP, that’s a PASS.

If you FAIL, that could mean you are behind some kind of proxy. To configure the PROXY for the SYSTEM, see this PolicyPak Cloud technote: Here

If you PASS, that could mean the DATE AND TIME are wrong on the machine. First manually try to correct the date and time. Then run PPCLOUD /SYNC command and see if it succeeds. IF that fails to work, read this technote, which has alternative time fix instructions: Here

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