Before contacting support find out what the most common support issues are and how to resolve them.
Category: Security
Cause: How can I be sure of the security of BOXX Cloud?
Resolution: BOXX Cloud resides in datacenters with extensive physical, network and logical security. The service offering also provides for extra layers of security within a customer configuration. Further information is available from support by request.
Category: System Administration
Cause: User or administrator needs to restart a system
Resolution: Log into connection broker information provided when you provisioned your system: select Resources on left side, and then Desktops. Click on Control for the system you wish to restart and select Shutdown and Start
Category: Storage
Cause: Customer wants to use Panzura distributed Storage across a deployment
Follow the BOXX Cloud Panzura Deployment guidelines document available from support
Category: Networking
Cause: Customer wants to enable a site-to-site connection to allow for data access and domain access
Resolution: Follow the BOXX Cloud Site to Site Guidelines document, ensuring prerequisites are met, once they are met and confirmed, you can open a support ticket to have BOXX Cloud activate the site to site connection.
Category: Teradici PCoIP Client
Cause: Customer wants to switch between one monitor or multi monitors
Resolution: When connected to system with Teradici PCoIP client move mouse to top of the screen and select View - Show Fullscreen One Monitors or View - Show Fullscreen All Monitors
Category: Teradici PCoIP Client
Resolution: When connected to the system with Teradici PCoIP client move mouse to top of the screen and select Connection - Disconnect or Ctrl+Alt+F12
Category: Teradici PCoIP Client
Cause: System is either shutdown and still in the prcoess of rebooting
Resolution: If you initiated a system reboot please wait around 1:30 mins for system to reboot
Category: System Admin
Resolution: Yes, log into connection broker: select Resources on left side, and then Desktops. Click on Control for the system you wish to restart and select Shutdown and Start
Category: System Admin
Resolution: Yes, log into connection broker: select Resources on the left side, and then Desktops. Click on Control for the system you wish to shut down and select Shutdown. (Please note, you currently will have to contact us to get system powered back up).
Category: Teradici PCoIP Client
Symptom: Client not connecting
Cause: Improper settings entered
Resolution: When entering URL make sure not to use either http:// or https:// Also make sure not to choose direct connect
Symptom: Monitor is only mirroring iPad display
Cause: Per Apple this is the only supported way
Resolution: If software application has capability of extended display then it is possible
Category: Teradici PCoIP Client
Symptom: Unable to connect
Cause: Entering the full URL does not allow client to connect
Resolution: Remove https:// from the URL and make sure Use direction connection is not selected.
