> ## 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. # Cloud Access Customer Environment Tips > Tips for MacStadium Cloud Access (HP Anyware/PCoIP): network setup, TCP/UDP 4172 port requirements, latency reduction, and when to escalate to support. **Cloud Access is no longer sold directly by MacStadium.** Renewals are supported, but new customers should purchase [HP Anyware](https://anyware.hp.com/) directly. This documentation is preserved for existing customers. For remote macOS access, see [MacStadium VDI](/remote-desktop-vdi/macstadium-vdi-deployment/overview-architecture). Questions? Contact [support@macstadium.com](mailto:support@macstadium.com). Cloud Access, powered by [HP Anyware](https://anyware.hp.com/), enables secure, high-performance remote access to dedicated macOS systems hosted by MacStadium. This guide outlines how you can optimize connection quality, reduce latency, and recognize when to contact MacStadium Support for host-side assistance. ### Network and Connectivity **Goal:** Maintain a stable, low-latency connection to your remote Mac. * Use a wired Ethernet connection whenever possible. Wi-Fi interference often causes pixelation or dropped sessions. * Avoid hotel, guest, or captive Wi-Fi networks that may throttle UDP traffic. * Confirm that your network allows TCP 4172 and UDP 4172, which HP Anyware uses for the PCoIP protocol. * If you are on a corporate network, ask your IT team to whitelist these ports or exclude them from VPN tunnels. * Disable VPNs, packet-inspection firewalls, or content-filtering software during testing if frequent disconnects occur. * Restart your modem or router if you notice high latency or inconsistent throughput. If performance remains unstable after checking these items, record the time of the issue and contact MacStadium Support for network-path diagnostics. ### Display and Performance **Goal:** Preserve image clarity and minimize lag while using macOS remotely. * Start with your local display set to 1080p or lower; 4K or Retina scaling requires greater bandwidth. * When troubleshooting, connect with a single monitor. Multiple displays increase GPU and network load. * In the HP Anyware Client preferences, select H.264 for best overall compatibility with macOS hosts. * Close background apps that use bandwidth such as streaming, video calls, or large downloads. * If you encounter a black or frozen screen, end the session, wait 30 seconds, then reconnect. If the issue continues, MacStadium Support can verify the host’s virtual display configuration. ### Session Stability and Timeouts **Goal:** Avoid unplanned session interruptions or idle timeouts. * Stay active within your session; extended inactivity may trigger an automatic disconnect. * If disconnected unexpectedly, reconnect within one to two minutes; your macOS session usually remains active. * If the HP Anyware Client re-prompts for credentials after a disconnect, note the message and contact Support. * Keep the Client window open if stepping away briefly. Frequent reconnects in short intervals can create session conflicts. ### Client Software and Updates **Goal:** Maintain compatibility between the HP Anyware Client and the macOS agent. * Download the latest Client for your platform at [https://www.hpanyware.com/downloads](https://www.hpanyware.com/downloads). * Avoid beta or outdated versions; macOS agents are maintained on current release tracks. * Restart your local computer periodically to clear cached network sessions. * If switching between Wi-Fi and Ethernet, reconnect the Client to re-establish the PCoIP session. * Include your Client version and OS type (for example, Windows 11 v24.06 Client or macOS 14.5 Client) in any Support request. ### Common Symptoms and Recommended Actions | Symptom | Likely Cause | Recommended Action | | ------------------------------------- | ------------------------------------------ | ------------------------------------------------------------------------------------------------------ | | Screen remains black or frozen | macOS host display adapter not initialized | End session and reconnect; if persistent, MacStadium Support can refresh the host display service | | Image quality drops or becomes blocky | Network congestion or limited bandwidth | Run a speed test at [https://www.speedtest.net](https://www.speedtest.net); share results with Support | | Repeated disconnects | VPN or firewall interference | Try wired Ethernet or temporarily disable VPN | | Session ends after idle time | Broker timeout policy | Reconnect and report if the timeout seems unusually short | | “Unable to connect to agent” | macOS host agent service offline | Contact Support with the timestamp and error text | ### When to Contact MacStadium Support MacStadium Support must intervene on the macOS host side for the following: * Sessions repeatedly fail to connect or drop after a few seconds. * The display remains blank after multiple reconnects. * “Agent unreachable” or “Connection refused” messages appear. * Login succeeds but the desktop never renders. * A recent macOS update, reboot, or sleep state appears to have interrupted access. ### When Opening a Ticket, Include * Approximate time and timezone of the failure * Any error messages shown in the HP Anyware Client * Your Client OS and version * A short description of what you were doing when the issue occurred MacStadium Support can then inspect host logs, restart services, or re-establish the Cloud Access agent as needed. ### Quick Checklist Before Opening a Ticket * Verify your internet speed (10 Mbps minimum, 25 Mbps recommended) * Try a wired connection if on Wi-Fi * Update to the latest HP Anyware Client * Note the exact error message and time of occurrence * Submit a ticket at [support@macstadium.com](mailto:support@macstadium.com) ### Need Help? Email [support@macstadium.com](mailto:support@macstadium.com) to open a ticket or visit [docs.macstadium.com](https://docs.macstadium.com) for additional MacStadium Cloud Access documentation. Support can verify macOS host availability, check agent health, and ensure your Cloud Access environment is running as expected.