PingPlotter Cloud Manual

PingPlotter Cloud FAQ

Frequently asked questions about PingPlotter Cloud

Q: What is PingPlotter Cloud?

A: PingPlotter is a network diagnostic tool used to troubleshoot and monitor the active network path between a device and a specific endpoint. PingPlotter identifies every hop between two devices, allowing you to pinpoint exactly where and how a connection deteriorates. We've integrated this tool that everyone knows and loves into our cloud platform - aptly named PingPlotter Cloud.

PingPlotter Cloud is the platform that allows you and your team to monitor and troubleshoot remote devices from anywhere. By deploying remote agents to workstations, servers, or cloud VMs, you can test connections for hundreds of distributed devices from a central location using your favorite web browser.


Q: What devices can I use with Cloud?

A: The PingPlotter Cloud interface is accessible from any modern web browser. PingPlotter Cloud Agents are compatible with Windows and macOS operating systems.


Q: Do I need a continuous internet connection to collect Agent data?

A: Not at all! As long as you have a PingPlotter Cloud Agent deployed, you can collect data anytime. If the Agent loses its connection to PingPlotter Cloud (as long as the machine is running) it will store the data locally and when it reconnects it will sync the data to PingPlotter Cloud. 


Q: Can I host my own PingPlotter Cloud server?

A: We don't currently have a self-hosted version of PingPlotter Cloud but we do have CloudConnect which the user-interface can be self-hosted. You can host the Controller on your own network or your own web server (using a reverse proxy) and run the web interface, which is very similar in functionality to PingPlotter Cloud. To learn more about self-hosted CloudConnect you can visit this page


Support Questions


Q: Why is PingPlotter not opening when I click the Open PingPlotter button in the activation dialog?

A: Once the Auto Setup link is run in your browser, and you click the Open PingPlotter button, your Agent instance should be activated.

Deploy Agent area

If it doesn't open PingPlotter for you, you can always open PingPlotter and browse there manually.

  • Open PingPlotter and click the Settings button under the CloudConnect tab on the Welcome screen (see image below).

Cloud Agent active screen

This is where the Auto Setup link should take you. Unfortunately, some browsers and browser versions are not always cooperative...


Q: What if the Agent connection test is not successful?

A: If your connection test isn't successful, it is likely due to one of two types of errors: an authentication error and/or a connection error.

Cloud Agent connection status screen

If the Test Connection button yields an error saying anything relating to "authentication," there is an issue with the Agent configuration. Commonly, the issue that we see is multiple Agents configured with the same link. If you believe this applies to you, try the following steps:

  1. 1. Disable CloudConnect on the Agent:
    • For Windows - Go to Edit → Options → CloudConnect and select Disable CloudConnect.
    • For macOS - Go to PingPlotter → Preferences → CloudConnect and select Disable CloudConnect.
  2. 2. Head back to your account and into the Agents tab.
  3. 3. Create a new Agent by clicking Create Agent.
  4. 4. Enter a name for your Agent.
  5. 5. Highlight the pending Agent and click Installer in the Deploy section. Follow the instructions to install your new Agent on the remote machine.

 

If the Test Connection button yields an error saying anything relating to "connection," there is likely a networking issue between the Controller or Agent and our servers.

You'll want to make sure HTTPS to connect.pingplotter.com and WebSockets both are open/enabled on your firewalls and routers.

To test if you're able to connect to connect.pingplotter.com with HTTPS, navigate to https://connect.pingplotter.com/magneto/stream. The output of the page should look like this in the top left:

  • {"value":{"error":"Must be a websockets request"}}

If it does not, something is likely blocking HTTPS to our site.

You can also run a WebSocket test to ensure your Agent and Controller can send WSS messages. A great test to run can be found here. The output should look like the following image:

Websocket test screen

If it does not, there may be something on your network (such as a firewall or proxy) blocking the WSS messages from traversing the web.

If you continue to have issues with the connection test, get in touch with our Service Team. Be sure to attach a screenshot of the WebSocket test and the result you get when navigating to https://connect.pingplotter.com/magneto/stream.


Q: Why is the Agent field not appearing on my PingPlotter Controller?

A: If you have followed all of the steps in the PingPlotter Cloud Getting Started Guide and do not see the Agent field in the Target Bar of your Controller instance, try the following steps:

  1.  Go to your PingPlotter Cloud dashboard. Under the Agents tab you should see Agent listed as Online. If they aren't, you may need to reactivate the any Agents that show as offline.
  2.  If they show up in your dashboard as Online, test the connection on your Controller:
    • For Windows - Go to Edit → Options → CloudConnect and select Test Connection.
    • For macOS - Go to PingPlotter → Preferences → CloudConnect and select Test Connection.
  3.  If the test is successful, restart PingPlotter and check if this resolves the issue.
  4.  If you are running PingPlotter as a Background Service, you may need to restart the service:
    • For Windows - Press WIN + R → type "services.msc" → Enter → select Pingplotter 5 from the list of services → click Restart.
    • For macOS - Open PingPlotter and click PingPlotter → Background Mode → Restart Service.

If the Agent field still doesn't show up, please get in touch with our Service Team.


Q: Why are my Agents not showing up in PingPlotter Cloud?

A: If you see no Agents for your PingPlotter Cloud dashboard it is likely the Agent was not activated correctly. The easiest way to fix this is to 

Try creating a new Agent in your account and pasting the magic activation link in a web browser on the Agent machine. If this does not resolve the issue, please contact our Service Team.