> ## Documentation Index
> Fetch the complete documentation index at: https://docs.macstadium.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Connectivity Issues

> Can't connect to your MacStadium device? Self-service guide: run a traceroute to find where the connection breaks, then check VPN and firewall settings.

If you're unable to connect to your device, follow these self-remediation steps in order to diagnose and resolve the issue.

## Step 1: Verify Network Path with Traceroute

Run a traceroute to your device to check accessibility and identify where the connection path breaks:

**For macOS and Linux users:**

```
traceroute <your-device-ip>
```

**For Windows users:**

```
tracert <your-device-ip>
```

Analyze the traceroute results to determine the issue:

### Issue: Route fails to reach MacStadium data center

**Likely cause:** Local network, firewall, or VPN configuration blocking access.

**Resolution:**

1. Verify your local internet connection is working properly
2. Check your firewall settings to ensure traffic to MacStadium data centers is allowed
3. If you're using a VPN:
   * Confirm the VPN connection is active
   * Verify your VPN configuration permits access to MacStadium IP ranges
4. Try connecting from a different network to rule out local network restrictions

### Issue: Route reaches MacStadium data center but stops before the device

**Likely cause:** Your device may be powered off.

**Resolution:**

1. Power on the device through the portal
2. Wait 2-3 minutes for the machine to fully boot
3. Test connectivity with another traceroute /tracert or ping:

```
   ping <your-device-ip>
```

4. Once the device responds to ping, attempt your VNC connection again

### Issue: Route reaches your device, but VNC connection fails

**Likely cause:** VNC service issue or incorrect port configuration.

**Resolution:**

1. Verify you're using the correct VNC port for your device
2. Restart the device through the portal
3. Wait 2-3 minutes for the machine to fully boot
4. Test connectivity with another traceroute /tracert or ping:

## Step 2: Still having issues?

If you've completed all the steps above and still cannot connect to your device, please open a support ticket with the following information:

* The issue you're experiencing
* Results from your traceroute
* Steps you've already attempted
* Any error messages you're receiving

Our support team will investigate further and help resolve your connectivity issue.


## Related topics

- [Troubleshooting Credential Issues](/macstadium/account-management-and-saml/troubleshooting-credential-issues.md)
- [MacStadium VDI troubleshooting quick reference](/remote-desktop-vdi/reference/troubleshooting-quick-reference.md)
- [AWS VPN Tunnel Troubleshooting](/orka/networking-with-orka-at-macstadium/aws-vpn-tunnel-troubleshooting.md)
- [Cloud Access troubleshooting](/remote-desktop-vdi/cloud-access-legacy/cloud-access-troubleshooting.md)
- [AWS-to-MacStadium VPN troubleshooting](/iaas/aws/aws-troubleshooting.md)


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