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Unable to connect / white screen / error "Unable to communicate..." - Using Traceroute to resolve

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Article ID: 189223

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Updated On:

Products

Clarity PPM On Premise Clarity PPM SaaS

Issue/Introduction

One or more of the following symptoms may be seen:
  • Error: "Unable to communicate to the PPM Server" error intermittently
  • Unable to connect to the Clarity application
  • You are getting a white screen / blank page.
  • These issues may be seen only for a certain network/VPN

Environment

Release : All Supported Clarity releases

Resolution

Run the appropriate traceroute command below on a PC that has the issue to see if any issues are found If yes, reroute users that are having connection issues

Step 1: Run the applicable traceroute command

Windows:

  1. Open a Command Prompt
  2. Run tracert <IP Address> command <provide the Public IP for the server you're trying to connect to.>
    Example: tracert 192.1.1.1
    To find the Public IP address of a server:
    1. Connect to the server you want to find out the public IP for
    2. Open Google and type "what is my ip address"
    3. The resulting IP is the Public IP
  3. Allow the trace to run to completion
  4. Select the information on the screen and paste it into a text file

Mac: 

  1. Go to Finder > Applications > Utilities > Terminal
  2. Run the command: traceroute <IP Address>
    Example: traceroute 192.1.1.1 <provide the Public IP for the server you're trying to connect to.>
  3. Allow it to run to completion
  4. Select the information on the screen and paste it into a text file

Step 2: Review the resulting trace

  1. Check for too many hops to see if this is causing the issue.
    One example: If it's going through 30 hops, it may be timing out - in that case, a reroute for the user(s) can solve the issue.
  2. Compare against a working trace for any differences.
  3. If any issues are found in the trace:
    • See if there is a specific location / VPN that has the issue and notify your internal Network team.
      i.e. sometimes a specific "hop" on the way is causing the delay and it should be brought up with the ISP in question.
    • For those where too many hops are observed as mentioned in step 2 reroute the user(s) to see if that solves the issue

Additional Information

See also: