3. Ping the Endpoint's IP address

  1. On the Endpoint with the Management Server, press Windows Key + R.
  2. Type cmd and press Enter.
  3. In the console, type ping X.X.X.X. (where X.X.X.X is the remote Endpoint's IP address), and press Enter.

If everything's working:

You'll see something similar to the following in the console:

Pinging [HOSTNAME] [127.0.0.1] with 32 bytes of data:
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128
Reply from X.X.X.X: bytes=32 time<1ms TTL=128

If there's a problem:

You'll see something similar to the following in the console:

Pinging [X.X.X.X] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

If you see "Destination host unreachable", see Default Gateway issues, below.

Steps to take:

  1. Ping another Endpoint on the network (or a known IP address if you are on the Internet, such as Google's DNS service at 8.8.8.8). If you are unable to do so this may indicate a problem in either your TCP/IP settings or the gateway’s settings. Contact your Network Administrator or Internet Service Provider for more information.
  2. Check that the remote Endpoint is online.
  3. Turn off the remote Endpoint's firewall, or set it to allow ICMP packets through. If you are using Windows firewall, use the Windows help (Windows Key+F1) to obtain information on how to do this. If you are using a 3rd-party firewall, consult its manual or contact the manufacturer.
  4. Verify the proxy settings on your local Endpoint. Proxy settings can be found in Internet Options>Connections>LAN Settings. Please consult Windows help (Windows Key+F1) for more information.

Default Gateway issues

If the ping results include the text "Destination host unreachable," a few things that may be causing this issue:

  • If the IP address displayed in the results is the local IP address, this probably indicates a problem with your Default Gateway.

  • If the IP address displayed in the results is the Gateway’s IP address, this indicates that the Gateway can’t relay your packets to the remote machine. This is usually a network topology problem.

In either case, contact your Network Administrator for more information.

Note: Some 3rd-party applications (for example, anti-malware software) are known to cause this issue. If this turns out to be the case, contact Microsoft or ask for help from experienced Windows users.

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