> ## 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 troubleshooting > Troubleshoot MacStadium Cloud Access connection issues: 6405 errors, MDM firewall conflicts, latency diagnosis, and session end guidance for HP Anyware PCoIP. **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/overview/prerequisites). Questions? Contact [support@macstadium.com](mailto:support@macstadium.com). ## Ending a session correctly Close the HP Anyware client window to end your session. Don't use the macOS **Log Out** option from within the session. Logging out of macOS breaks the remote display state and prevents future PCoIP connections until the host is rebooted. If you previously ended a session by logging out of macOS and can no longer connect, reboot the host to restore access. ## Known issues **Agent versions 22.07 through 23.12.0: reduced bandwidth** These versions contain a bug that significantly reduces the bandwidth the PCoIP Graphics Agent uses. Upgrade to a later agent version to resolve it. Download the latest release from [HP Anyware](https://anyware.hp.com/). **Agent version 26.01.0: first connection after reboot always fails** Version 26.01.0 contains a bug where the first PCoIP connection attempt after any host reboot fails. Retrying the connection immediately succeeds. This bug is fixed in version 26.01.1 and later. Upgrade to at least 26.01.1 to avoid this behavior. **Switching users is not supported** A bug introduced before version 23.12.2 prevents user switching. If an administrator account logs in and exits, a second user attempting to access a different account will see a 6405 error. Avoid logging out if multiple accounts share a device across shifts. Reboot the host to recover. **MDM authentication conflicts** Jamf Connect and other MDM SSO, MFA, or authentication methods can conflict with the PCoIP agent's authentication database when both attempt to take priority. Reboot the host, or reinstall the PCoIP agent if the conflict persists. ## MDM and firewall configuration If your organization manages host machines with an MDM solution, MDM profiles can override settings that PCoIP requires. ### Apple Firewall re-enabled by MDM MDM solutions typically push firewall policy on a recurring check-in schedule (often every 30 minutes). If your MDM enforces the Apple Firewall, disabling the firewall manually won't hold — the MDM will re-enable it on the next check-in. The correct fix is to keep the firewall enabled and add explicit PCoIP application exceptions. Unlike a blanket firewall disable, application exceptions survive MDM check-ins. Run the following commands on the host to add the exceptions: ```bash theme={null} sudo /usr/libexec/ApplicationFirewall/socketfilterfw --add "/Applications/PCoIP Agent/pcoip-agent" sudo /usr/libexec/ApplicationFirewall/socketfilterfw --unblockapp "/Applications/PCoIP Agent/pcoip-agent" ``` To confirm the exception is set: ```bash theme={null} sudo /usr/libexec/ApplicationFirewall/socketfilterfw --listapps | grep -i pcoip ``` ### Energy settings reverted by MDM Some MDM configurations disable **Wake for network access** and **Start up after power failure** on macOS hosts. If these settings are turned off, a host that goes to sleep becomes unreachable until someone physically wakes it or reboots it. If you see these settings reverting after you enable them, your MDM policy is overriding them. Contact your MDM administrator and request an exception for machines running in a data center, where remote wakeability is required for normal operation. Energy settings affect whether a sleeping machine can be reached. They have no effect on the quality or speed of an already-active PCoIP session. If your machine is reachable and connected, energy settings are not the source of latency. ## 6405 error A 6405 error means the PCoIP agent failed to launch a remote session. Rebooting the host resolves most 6405 errors. Before rebooting, check whether FileVault is enabled: ```bash theme={null} fdesetup status ``` If FileVault is enabled, reboot using an authenticated restart to avoid a pre-boot password prompt: ```bash theme={null} sudo fdesetup authrestart ``` If you can't SSH in, use Screen Share or VNC to access the host and reboot from there. ### Specific causes **macOS logout within the session** If a user logs out of macOS from within the PCoIP session (using the Apple menu Log Out option), the remote display state is broken. Future PCoIP connections will fail until the host is rebooted. Resolution: reboot the host. **Screen Share or VNC session is active** An active Screen Share or VNC session blocks PCoIP connections. PCoIP is a 1-to-1 protocol and can't establish a session while another remote display connection is open. Resolution: disconnect all Screen Share and VNC sessions, then retry PCoIP. If you use Screen Share to troubleshoot, always disconnect — don't just close the window — before the user attempts to reconnect via PCoIP. **Dialog box open on the remote desktop** If a dialog box is open on the remote machine's desktop (for example, a system prompt triggered by an MDM profile applying, a screensaver password dialog, or an app alert), the PCoIP agent can't establish a new session. Resolution: connect via Screen Share, dismiss the dialog, disconnect Screen Share, then retry PCoIP. **Switching users** If multiple accounts exist on the same Mac and a user closes their PCoIP session while still logged in to macOS, a second account can't log in. The agent can't switch accounts, which appears as a 6405 error. Resolution: reboot the host, or connect via Screen Share and select **Log Out** or **Switch User**, then retry PCoIP. The second attempt may be needed before access is granted. **Multiple users attempting the same machine** If a device is already in use and a second user tries to connect, they'll receive a 6405 error. PCoIP is a 1-to-1 connection. Confirm no one else is using the device before connecting. In rare cases a persistent 6405 error remains even after the active user disconnects. Resolution: reboot the host. **Graphics agent crash** In rare cases the PCoIP Graphics Agent crashes. Resolution: reboot the host, or connect via Screen Share and relaunch the PCoIP agent from Applications. **Adding a new profile without rebooting** If a new macOS user profile is created on the host and the host isn't rebooted afterward, the PCoIP agent can't launch on that profile. Resolution: reboot the host. **Unstable connection** If the network connection drops before the PCoIP session is fully torn down, the agent may be left in a state that returns a 6405 on the next connection attempt. Resolution: wait a few minutes for the session to time out, or reboot the host. ## Poor connectivity and latency ### Expected latency by location PCoIP session quality depends heavily on the round-trip time (RTT) between your client machine and the host. The following table shows typical RTT ranges by location relative to MacStadium's Atlanta data center. | Client location | Typical RTT | | ------------------ | ----------- | | Atlanta area | Under 50 ms | | Continental US | 50–100 ms | | Europe | 120–180 ms | | India / South Asia | 200–300 ms | Connections from India or other international locations will have a latency floor in the 200–300 ms range due to physical distance. This is expected and can't be reduced through host-side configuration. If your users are connecting internationally and find PCoIP sessions too slow to work in, consider requesting a host in MacStadium's Dublin data center to reduce round-trip distance. Use the HP Anyware client (PCoIP) rather than macOS Screen Share for remote work sessions. PCoIP is optimized for high-latency, low-bandwidth connections and provides a significantly better experience than Screen Share over long distances. ### PCoIP session statistics The HP Anyware client includes a built-in statistics panel that shows real-time session metrics. This is the most direct way to diagnose PCoIP session quality. To open it: in the HP Anyware client, go to **Connection** > **Show Statistics** (or press **Shift+Ctrl+Alt+S** on Windows, **Shift+Cmd+Alt+S** on Mac). The statistics panel shows: * **Round-trip time (RTT):** end-to-end latency between your client and the host * **Packet loss:** percentage of packets lost in each direction * **Bandwidth:** current transmit and receive throughput * **Codec:** the image codec in use Share a screenshot of this panel when opening a support ticket for latency issues. It gives the support team the data needed to assess whether the issue is on the network path, the host, or the client. ### Traceroute A traceroute shows the network path between your client machine and the host, including the latency at each hop. Run a traceroute when you suspect a specific network segment is causing latency or packet loss. If your host is on a private subnet behind a MacStadium firewall, connect to the VPN before running the traceroute. Without it, you'll only be able to trace to the public firewall IP rather than the host itself. On Windows, open Command Prompt and run: ``` tracert [HOST_IP] ``` On Mac or Linux, open Terminal and run: ```bash theme={null} traceroute [HOST_IP] ``` Replace `[HOST_IP]` with the IP address of your host. If the host is behind a firewall and VPN isn't available, use the public IP address of the firewall instead. Paste the full output into your support ticket. The output shows each hop, its IP, and the RTT at that hop. Hops with high RTT or timeouts indicate where latency is being introduced. Example output (IPs redacted): ``` traceroute to 208.52.182.247 (208.52.182.247), 64 hops max, 52 byte packets 1 10.0.0.1 8.914 ms 2.984 ms 2.059 ms 2 * * * 3 * * * 4 * * * 5 * * * 6 * * * 7 * * * 48.276 ms 8 * * * 45.972 ms 9 * * * 122.881 ms 10 * * * 177.364 ms 11 208.52.182.247 180.874 ms 209.880 ms 88.599 ms ``` ### Speed test If the traceroute doesn't reveal a specific problematic hop, run a speed test from your client machine to check available bandwidth. Open a browser and go to [speedtest.net](https://www.speedtest.net) and run the test. For PCoIP sessions, download speeds of at least 10 Mbps and upload speeds of at least 5 Mbps are generally sufficient for standard desktop use. Higher-resolution or graphically intensive sessions may require more bandwidth. Share the speed test results with MacStadium support alongside the traceroute output. ## When to contact MacStadium support MacStadium support can intervene on the macOS host side for: * Sessions that repeatedly fail to connect or drop after a few seconds * A display that remains blank after multiple reconnects * "Agent unreachable" or "Connection refused" messages * Login succeeds but the desktop never renders * A recent macOS update, reboot, or sleep state appears to have interrupted access ## What to include in your ticket * Approximate time and timezone of the failure * Any error messages shown in the HP Anyware Client * Your Client OS and version * A screenshot of the HP Anyware session statistics panel. Open it from **Connection > Show Statistics** in the client (Windows: Shift+Ctrl+Alt+S, Mac: Shift+Cmd+Alt+S). It shows real-time RTT, packet loss, and bandwidth, and helps support diagnose whether the issue is on the network path or the host. * A short description of what you were doing when the issue occurred Submit tickets to [support@macstadium.com](mailto:support@macstadium.com). ## 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 ## Related * [Cloud Access Customer Environment Tips](/remote-desktop-vdi/cloud-access-legacy/cloud-access-customer-environment-tips)