CloudConnect Manual

CloudConnect FAQ

We've collected the answers to some of the most frequent CloudConnect questions in one space. If you don't see what you're looking for, get in touch with our Service Team — they can help get things sorted out.

 

General Questions

 

What is PingPlotter CloudConnect?

CloudConnect allows you to collect real-time data from anywhere utilizing your existing PingPlotter client and new CloudConnect agents. You can learn more on our CloudConnect page.

 

What devices can I use with CloudConnect?

The CloudConnect Dashboard is accessible from any modern web browser. PingPlotter Controllers and Agents are compatible with Windows and macOS operating systems.

 

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

Not at all! As long as you have a CloudConnect Agent deployed, you can collect data anytime — even while on the go. Any time your Controller isn’t available or is offline, the Agent will store data in the cloud until the Controller comes back online. Upon reconnection, the Controller will sync with the cloud until all data has been successfully received.

 

Support Questions

 

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

Once the magic link is clicked or pasted into your browser, your instance is activated. If it doesn't open PingPlotter for you, you can always open PingPlotter and browse there manually. If you are a Controller:

  • For Windows - Go to Edit → Options → CloudConnect.
  • For macOS - Go to PingPlotter → Preferences → CloudConnect.

If you are an Agent:

  • Open PingPlotter and click the Settings button under the CloudConnect tab on the Welcome screen.

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

 

What if the Agent connection test is not successful?

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.

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 CloudConnect Dashboard.
  3. 3. Create a new Agent by clicking New Agent on the Agent card.
  4. 4. Enter a name for your Agent.
  5. 5. Highlight the pending Agent and click Download on the Deploy Agent card. 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:

a WebSocket test screenshot showing all greens across the board.

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.

 

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

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

  1. 1. Go to your CloudConnect Dashboard. You should see both your Controller and Agent listed as Online. If they aren't, you may need to reactivate the Controller or Agent.
  2. 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. 3. If the test is successful, restart PingPlotter and check if this resolves the issue.
  4. 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.

 

Why are my Agents not showing up in my PingPlotter Controller?

If you see no Agents for your Controller and you are certain your Controller is set up correctly, it is likely the Agent was not activated.

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.

 

Why are all my traces stopped?

If your CloudConnect traces are not functioning correctly, you will first need to isolate the issue to the Agent, the Controller, or our servers.

Before continuing, confirm your Agent traces are actually stopped. It may seem like some traces are stopped, but it is just the count column not updating — see this Knowledge Base article for more information.

If your traces are indeed stopped, follow these directions to isolate the issue:

Is it my Agent?

On the Agent machine, open the PingPlotter application.

If opening the application fixed the issue, the Agent was not originally installed as a Background Service. Follow these directions to install the Agent as a Background Service.

If your traces still aren't working, 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.

Is it my Controller?

You may need to restart the Background Service on the Controller machine:

  • 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 this fixes it, there likely was something interfering with the service.

Is it the CloudConnect servers?

First, confirm both the Controller and Agents are connected by:

  • For Windows - Go to Edit → Options → CloudConnect.
  • For macOS - Go to PingPlotter → Preferences → CloudConnect.

If the connection test fails, check your Internet connection on the machine you're testing from.

If they still don't connect properly, check the Web section of this page to see if there are any Microsoft Azure outages.

Is it my network setup?

You can rule out network setup issues by performing a connection test:

  • For Windows - Go to Edit → Options → CloudConnect.
  • For macOS - Go to PingPlotter → Preferences → CloudConnect.

If the test fails or if PingPlotter fails to show the Agent is configured, make sure that HTTPS to connect.pingplotter.com and WebSockets are both open/enabled on your firewalls and routers by following these instructions.

Still not working? Have a special case?

If none of these solutions resolve the issue, please contact our Service Team.

 

How do I install PingPlotter as a Background Service?

All Agent builds should automatically default to install as a Background Service. However, if you are deploying an Agent to a machine with PingPlotter already installed, you may need to modify your installation.

First, check to see if PingPlotter was originally installed as a Background Service. Look at the top right corner of your PingPlotter window:

a PingPlotter screenshot confirming the program is installed as a service.

If you see a green Connected to Service indicator, PingPlotter was originally installed as a Background Service.

If not:

  • For Windows - Type "Control Panel" into the Windows Start Menu or the Windows Search Bar. Click Uninstall a program underneath Programs. Find PingPlotter 5, double-click it, then click Modify when the option appears. Next, enable Collect data in the background by ensuring it does not have a red "X" next to it. Finish the remaining installer steps as normal.
  • For macOS - Open PingPlotter, then select PingPlotter → Background Services → Install Service and enter your credentials if prompted.