Troubleshooting

Testing and diagnostic tools

• Use the Connectivity Checker to verify you meet the minimum access requirements for accessing Skytap VMs in your browser.
• Use Speedtest to check your network performance.
• For more advanced network troubleshooting, run a traceroute or ping test.

Help with accessing and using VMs through your browser

• For help resolving connectivity or performance issues while using the SRA browser client, click below to use our guided troubleshooting assistant.

  Start troubleshooting

• For additional assistance, see:

  • Improving performance during a browser client session.
  • How do I find the VM user name and password?
  • How to copy and paste text between your local computer and a VM.
  • Troubleshooting VM audio.
  • Restoring keyboard or mouse control.
  • Troubleshooting broken keys on an Ubuntu 14.04 VM.

Help with accessing VMs in other ways

• Troubleshooting issues connecting to a VM via a public IP address or Skytap-managed DNS name.
• Troubleshooting issues connecting to a VM via a published service

Help with problems within the VM

• Issue: I can’t access the internet from my VM.
• Improving operating system or application performance within the VM
• Resolving prompts to reactivate a Windows license
• Why did my Windows VM suddenly lose network connectivity?
• Troubleshooting Linux VM connectivity issues
• Why is the screen black after my Windows VM boots?

Skytap provides the infrastructure that VMs run on. Generally, Skytap doesn’t support issues with the guest operating system or applications running on the VM.

Other

• Why was my VM suspended?
• Troubleshooting automatic shutdown
• Resolving import errors
• API troubleshooting
• How is an error code different from an incident ID?
• Troubleshooting VPN connectivity or performance issues
• Skytap error messages