Endpoint activation troubleshooting tips

If the Activate Endpoint app reaches 70% complete and then times out, this could be because the hardware endpoint can't resolve the address for Pexip's provisioning server. The first thing to check is the DNS configuration.

Step one: Check that your hardware endpoint has DNS servers

First, check that the hardware endpoint has been configured with DNS servers. If necessary add DNS servers, and then rerun the app.

If the device already has DNS servers, or if activation fails after adding the new DNS servers, try the next step.

Step two: Check that your device can resolve public DNS records

With DNS servers in place, the next thing to do is test that the device can resolve public DNS records.

For example, on Cisco devices running CE and TC based software, you can run a command that sends some ICMP packets to the Pexip provisioning server. If the response shows that the same number of packets were received as transmitted, this means the device can successfully resolve the Pexip provisioning server address.

To run the command:

1. Connect to the device using SSH.

2. Run the command below (prov.vp.vc is the Pexip provisioning server):

   systemtools network ping prov.vp.vc

   Here’s an example of a successful DNS response:

   ping: prov.vp.vc (46.137.184.162), 3 packets, timeout 2 seconds.

   3 packets transmitted, 3 received, 0% packet loss, avg rtt 136.430 ms

If the command fails, you need to check that the DNS settings have the correct values. If necessary make changes, and then rerun the app.

If you're sure the DNS servers are the correct ones, or if activation fails after correcting the DNS servers, please see step three below.

Step three: Seek help from your local IT administrator

Next, please contact your local IT administrator for help. If they can run the network test from the same VLAN as the endpoint, they can get a report on the network's suitability for provisioning hardware endpoints and this may help diagnose the problem. The network test is available via the Activate Endpoint app and can be run as a standalone feature by any vendor.

See Testing your network for suitability with the Pexip Service.

You may also want to check these other things that can cause provisioning to fail:

• Geo IP filters erroneously filtering out Pexip IP addresses.
• Content or web filters preventing communication.

If you have launched the Activate Endpoint app directly from your desktop, you can view the Help screens and run the network test, however, activation functionality is not available until you use your unique activation URL to launch the app. This is because launching the app from the URL automatically loads your subscription details into the app.

You can open your unique activation URL (example below) either via an endpoint activation email from Pexip, or a company administrator can do it from MyPages. For more help, please see how to activate your endpoint using the app.

Windows users

If you're using Microsoft Windows and all you can do is scroll through the Help screens, you may need to update the Activate Endpoint app properties to be able to run the app as administrator. Here's how:

1. Close the app and locate its executable file.
2. Right click on the binary file and select Properties.
3. Select Compatibility.
4. Select Run this program as an administrator and save the changes.
5. Re-open the app and re-try. If the problem persists contact your account manager at your local certified Pexip Partner for help.