PolicyPak Cloud Client: Why are computers appearing in WAITING LIST and how can I fix it?

Computers transition to WAITING LIST when they are offline for (usually) 7 days.

If they come back online, they simply claim a open license and all is well.

If they come back online, and NO licenses are available, they stay in the WAITING LIST until more licenses are purchased.

That being said, if you have AVAILABLE licenses, but computers are transitioning to the WAITING LIST, this means that the computers are not able to communicate as expected with the PolicyPak Cloud 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.

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The main reasons this could be are:

  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

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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.

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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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