|Manuals

Connectivity Issues

Connectivity issues are the category of problem where Thinfinity® Cloud Manager cannot reach a cloud provider API, a hypervisor management interface, or a provisioned instance. Symptoms include credential validation failures, deployments that fail to start, and instances that appear Active but cannot be connected to.

This article covers the diagnostic flow for connectivity issues and the provider-specific network endpoints you need to allow.

Common Symptoms

Symptom Likely Layer
“Credentials validation failed” when adding or editing a credential set Provider API reachable, credentials invalid or provider API unreachable
“Failed to connect to provider endpoint” during deployment Provider API unreachable (firewall, DNS, proxy)
Deployment succeeds but instance has no IP / cannot be reached Provider returned success but network configuration is wrong
Session fails with “unable to establish connection” despite Active status Broker cannot reach the instance over the configured Connection Mode
Multiple models fail simultaneously Broker-level network issue (most common — check broker host first)

Diagnostic Flow

Verifying Credentials

Cloud Manager validates credentials when they are added or edited. If credentials need to be verified after the fact:

  • Open the credential set in the Credentials tab (see Credentials) and confirm the values look correct.
  • Check the provider console to confirm the credentials still exist there and have not been rotated or revoked.
  • If values look correct but operations still fail with credential errors, delete and re-add the credential set to force re-validation.

Network Endpoints by Provider

Cloud Manager’s broker must be able to reach the following endpoints over HTTPS (port 443). Configure firewall, proxy, and any egress allow-lists accordingly.

Provider Endpoints
AWS (EC2) ec2.<region>.amazonaws.com, sts.amazonaws.com, iam.amazonaws.com
Microsoft Azure management.azure.com, login.microsoftonline.com
Google Cloud Platform compute.googleapis.com, oauth2.googleapis.com, www.googleapis.com
IONOS Cloud api.ionos.com
Oracle Cloud iaas.<region>.oraclecloud.com, identity.<region>.oraclecloud.com
VMware vCenter vCenter server FQDN or IP on HTTPS (443)
Microsoft Hyper-V Hyper-V host on WinRM (5985/5986) or similar management port
Proxmox VE Proxmox node on HTTPS (8006)
Verge.IO Verge.IO management endpoint
Info

The endpoints above cover the provider API calls Cloud Manager makes directly to poll instance status and manage power state. During deployment, Terraform provider plugins may also reach additional provider endpoints. For a definitive allow-list tailored to a restrictive-egress environment, contact support.

For on-premises hypervisors (VMware, Hyper-V, Proxmox, Verge.IO), the broker also needs to reach the instances themselves on the protocol port (typically 3389 for RDP Windows, 22 for SSH Linux, or the Virtualization Agent port for Agent ID mode).

Resolving DNS Issues

If credential save or other connectivity operations fail with a DNS error:

  • Verify the broker host can resolve the provider endpoint. If resolution fails, check the broker’s DNS server configuration.
  • If resolution works from the host but not from the broker service, check whether the broker runs under a service account with restricted network access.

Instance-Level Connectivity

When the instance is deployed but users cannot connect, run through the following checks.

Check How
Instance has an IP In the Instances tab, check the IP column. Empty → network configuration issue in the template.
IP type matches Connection Mode Private IP assigned but model uses Public IP Connection Mode → mismatch. Switch to Private IP or Agent ID.
Security group / firewall allows the protocol port Open port 3389 (RDP) or 22 (SSH) from the broker’s IP. For Agent ID mode, allow the Virtualization Agent port.
Virtualization Agent is registered Check the per-instance View Log dialog for an “Instance Registered” event after provisioning.
VM OS is reachable on the LAN Ping or test port connectivity from the broker host.

See Also