WiseCloud Connectivity and Troubleshooting Guide

Technical guide
CargoWise Cloud connectivity and

troubleshooting
Contents
1. Introduction ...................................................................................................................................................... 2
1.1 Overview of the CargoWise Cloud connection process .............................................................................. 3
2. Install and launch the CargoWise Cloud Client Application ........................................................... 4
3. Log in to the CargoWise Cloud Client Application Servers ............................................................. 4
4. Launch CargoWise .......................................................................................................................................... 6
5. Additional technical information .............................................................................................................. 8
5.1 IP Address Filtering ................................................................................................................................................................... 8
5.2 Port requirements ..................................................................................................................................................................... 9
5.3 Proxies ............................................................................................................................................................................................... 9
5.4 RDG HTTP methods ................................................................................................................................................................. 9
5.5 CDN failsafe ................................................................................................................................................................................... 9
5.6 NTLM authentication level setting .............................................................................................................................. 10
6. Troubleshooting ..............................................................................................................................................12
6.1 Overview of the troubleshooting process ............................................................................................................ 13
6.1.1 Example 1: unable to connect to CargoWise Cloud Client Application ........................... 14
6.1.2 Example 2: Frequent disconnection from the CargoWise Cloud Client
Application ................................................................................................................................................................................... 16
6.1.3 Example 3: Slow response times while using the hosted application .............................. 18
7. Appendix .......................................................................................................................................................... 19
7.1 Locate the CargoWise Cloud DNS gateway ........................................................................................................ 19
7.2 PsPing Test Instructions ....................................................................................................................................................20
7.3 Traceroute Test and DNS lookup Instructions ....................................................................................................21
7.4 Proxy recommendations for Cargowise Cloud client software .............................................................21
7.5 WinMTR test ............................................................................................................................................................................... 22
7.6 CargoWise Cloud DNS lookup recommendations ........................................................................................ 22
CargoWise Cloud connectivity and troubleshooting | 1

© 2021 WiseTech Global 16 June 2021
1. Introduction
This technical document is designed to assist IT administrators and technical support staff
assisting customers who are having difficulty connecting to a CargoWise Cloud hosted service. It
explains the steps that the CargoWise Cloud Client Application takes in order to connect a user
to the CargoWise Cloud hosted environment.
At a high level, there are three discrete phases to setting up and running the CargoWise Cloud
hosted environment:
1. Installing and launching the CargoWise Cloud Client Application

2. Logging in to the CargoWise Cloud Client Application Servers
3. Launching CargoWise
This document details the technical and connectivity information for each phase, and
corresponding troubleshooting tips for each. It also outlines several brief troubleshooting steps
for some common network connectivity and performance issues that may occur while using the
CargoWise Cloud Client Application.
We recommend that your IT administrators and technicians review this document and assist with
gathering information that will either help to solve or provide the support team with details to
investigate further. We also recommend your IT administrators and technicians ensure that user
workstations have the latest windows updates applied to ensure any problems from lack of
updates or version issues are eliminated.
Before you start, it is recommended you understand documents and how eRequest
Incidents are created. For more information refer to:
• GCOR001 – How do I create eRequest Incidents?

• GCOR002 – How do I add eDocs to eRequest Incidents?
• GCOR003 – How do I send eRequest Incidents?
• GCOR004 – How do I use eConversation?
• How-To Document your eRequest Incident

1.1 Overview of the CargoWise Cloud connection
process
Stage 1
CargoWise Cloud
Client Applicaiton
installed on
workstation or
terminal server
environment
Stage 2
CargoWise Cloud
successfully
launched
Stage 3
The correct
credentials are
entered
Stage 4
CargoWise Cloud
client uses Microsoft
remote desktop
connection over
https/433 port to
successfully connect
to one of the
CargoWise Cloud
Gateways
Stage 5
Successfully
logged into the
CargoWise hosted
application

2. Install and launch the CargoWise Cloud
Client Application
The first step to accessing CargoWise Cloud is to download and install the CargoWise Cloud
Client Application (“WCA”) on the client’s machine.
Click here to access the CargoWise Cloud Client Application installer file.
Click here for a detailed Installation Guide for the CargoWise Cloud Client Application.
For most customers, this step is a case of simply downloading and running the installer file. For
large scale enterprise distribution, the installer can also be extracted as an MSI package. Further
information on how to deploy using the MSI format are included in the Installation Guide.
The CargoWise Cloud Client Application installation process must be run as a local administrator
for the initial installation. Once this has been completed it can be run by a non-administrative
user account. If you have any difficulty installing or launching the CargoWise Cloud Client
Application software, please refer to the technical notes in the Installation Guide.
3. Log in to the CargoWise Cloud Client

Application Servers
Once the CargoWise Cloud Client Application has been installed, the application can be launched
from the CargoWise Cloud icon on the desktop or start menu. When launched, the following
screen will appear:
Enter the login Username and Password here, then click on the Login button. The WCA Client
Application will attempt to contact the WCA Application Servers. It will also retrieve a list of
applications where access has been authorized.

The WCA Application Servers have the following public hostnames:
• lonwca.wisegrid.net
• ordwca.wisegrid.net
• sydwca.wisegrid.net
• de1wca.wisegrid.net
It is important that all four of these hostnames can be connected to. Any of these servers can be
used to authenticate the login user and provide the list of applications that are permitted for
access. Allowing access to all three of these destinations provides geo-redundancy for this
component and ensures the highest possible level of uptime.
If this step is successful, a set of icons will be presented representing the applications where
access has been granted.
If this step is not successful, try the following troubleshooting steps:
• Ensure that the Username and Password entered are correct

• Check that the computer being used can resolve all three of the WCA server hostnames listed
above in their local DNS. Use an nslookup tool from a command prompt to confirm this
• Check that the computer being used can connect to all three hostnames on port HTTPS/443.
This can be checked using a web browser and browsing to these hostnames. If successful, you
should see a 403 Access Forbidden message. If unsuccessful, you will see either no webpage
at all, or a 404 timeout error. Please note that this test must be conducted on HTTPS and not
HTTP
• Check that any firewall in the local network have been configured to allow connectivity to
these three destinations
• Check the Connection Log in WCA for further information. This can be accessed by clicking on
the Info Button in the top right-hand corner of the WCA software.

If you are using a proxy, the application will utilize any proxy settings configured in Internet
Explorer. Additional troubleshooting steps are as follows:
• Check that the proxy settings on the client machine and/or proxy.pac file are correct and are
directing traffic to these destinations to route via your proxy
• Check that your proxy policy has been configured to allow traffic to these destinations on
HTTPS
• Check that any external firewall in the traffic path allows traffic from the proxy to these
destinations.
4. Launch CargoWise
From the set of available icons to access the application, double click on an icon to launch that
application.
When an application is launched, the computer being used will attempt to contact the
CargoWise Gateway on HTTPS (TCP/443) to open an application session.
The CargoWise Gateways have the following hostnames:
• aucloud3.wisegrid.net
• ukcloud3.wisegrid.net
• uscloud3.wisegrid.net
• decloud-de1.wisegrid.net
When launching an application, a RemoteApp Window similar to the one shown below will display.
This is the indication that an initial connection establishment is now taking place. This can take a
few seconds and no input is required. While this window is present, the machine is attempting to
reach and establish a connection to a CargoWise Gateway.
Once the connection to a CargoWise Gateway is established, the RemoteApp Window

disappears and the CargoWise application is launched.

If this step is not successful, try the following troubleshooting steps:
• Check that the computer being used can resolve all three of the gateway server hostnames in
their local DNS. Use an nslookup tool from a command prompt to confirm this
• Check that the computer being used can connect to the CargoWise Gateway hostnames on
port HTTPS/443. This can be checked using a web browser and browsing to these hostnames.
If successful, you should see a webpage that advises you that direct login via this webpage is
not available, with links and information to download WCA. If unsuccessful, you should see no
webpage at all or a 404 timeout error
• Check that any firewall in the local network has been configured to allow connectivity to these
three destinations
• Check the Connection Log in WCA for further information. This can be accessed by clicking on
the Info Button in the top right-hand corner of WCA.
If you are using a proxy, the application will utilize any proxy settings configured in Internet
Explorer so there are some additional troubleshooting steps:
• Check that the proxy settings on the computer being used and/or proxy.pac file are correct
and are directing traffic to these destinations via your proxy,
• Check that your proxy policy has been configured to allow traffic to these destinations on
HTTPS,
• Check that any external firewall in the traffic path allows traffic from the proxy to these
destinations.

5. Additional technical information
5.1 IP Address Filtering
WiseTech Global utilizes the services of a global Content Delivery Network ("CDN"). This is a
global network of local caches and access points set up around the world to ensure that our
application is responsive and loads quickly regardless of where in the world our customers are
accessing it from.
If connection filtering technology is used in your network, we strongly recommend configuring

these filters to allow the hostnames specified in this document rather than configuring filtering at
the IP address level. As we utilize the services of a Global CDN to provide customers with the
best application experience possible, IP addresses can change depending on underlying internet
network conditions and which CDN entry point that a client is closest to.
If your organization’s security policies or technologies require static IP address filtering to be

configured, we can provide you with a list of all current CDN addresses upon receipt of an
eRequest. It should be noted that CDN addresses can and do change in response to network
conditions. You will need to manually update your IP filters when this occurs. For this reason, we
strongly recommend using hostname-based filtering in place of IP address filtering to avoid
potential interruptions to service.
CDN IP Addresses for Access to CargoWise Cloud

We strongly recommend configuring these filters to allow the hostnames specified in this
document, if this is not possible please log an eRequest to be provided with a current list.
WiseTech Global Data Centre (non-CargoWise Cloud Access)

IP ranges for non-CargoWise Cloud services:
180.235.156.0/23
180.235.158.0/24
SYD
203.62.210.0/23
203.62.214.0/24
ORD 203.62.212.0/23
LON 203.62.208.0/23
DE1 203.62.215.0/24

5.2 Port requirements
The CargoWise application is presented to the user through Remote Desktop Services, which is a
Microsoft technology for delivering applications over the web. This technology works by
encapsulating a remote desktop data stream over HTTPS. It is not required to open the Remote
Desktop Port (TCP/3389) to utilize CargoWise Only HTTPS (TCP/443) is required.
5.3 Proxies
The application uses the operating system’s proxy settings, which are the same settings
configured in Internet Explorer. The application is proxy compatible and a number of our
customers access our application via a proxy server.
For simplicity of deployment and troubleshooting, we typically recommend that customers

implement a proxy bypass for the *.wisegrid.net domain. If this is not possible due to your
organization’s security policy, then there are several factors to consider when troubleshooting
proxy connectivity:
• Can the required hostnames in DNS be resolved?

• Is the traffic being directed to the proxy?
• If using a proxy.pac file, has it been updated to send traffic to CargoWise Cloud hostnames via
the proxy?
• Are the proxy’s authentication and connection policies configured to allow this traffic?
• Does the proxy perform Layer 7 HTTPS decryption? If so, it will need to recognize and pass
through the RDG HTTP methods (see below).
5.4 RDG HTTP methods

If your organization is using a proxy server that performs HTTPS decryption and inspection of
decrypted traffic, then the proxy must support the Microsoft HTTPS headers and methods used
for RemoteApp streams. The headers and methods that are used to deliver a RemoteApp RDP
stream over HTTPS are RDG-Connection-ID, RDG-Correlation-ID, RDG-User-ID, RDG_IN_DATA,
and RDG_OUT_DATA. These are documented on the Microsoft Developer Network at
https://msdn.microsoft.com/en-us/library/hh881254.aspx. If your proxy is operating at a layer 4
and is only relaying connections from clients to servers, then proxy awareness of these HTTP
methods is not required.
5.5 CDN failsafe

The CargoWise Cloud Client Application has a failsafe mode built into the software to provide
contingency in the event of a failure affecting an upstream Content Delivery Network provider. In
the unusual event that a CDN provider experiences a significant outage, WCA clients will connect
‘directly’ to one of our failsafe gateways and bypass the CDN network entirely.
The hostnames for our failsafe service are:

• aucloud3direct.wisegrid.net
• ukcloud3direct.wisegrid.net
• uscloud3direct.wisegrid.net
• decloud-de1direct.wisegrid.net
We strongly recommend all customers include these hostnames in any configuration changes
made in their topologies to provide increased resilience and minimize any interruption in the
event of an upstream internet provider failure.
5.6 NTLM authentication level setting

This is a setting that determines the authentication protocol used for network logons and it
should be set to: NTLMv2 Response Only.
If NTLM authentication level on your local workstation is not set as above, please follow the below
options:
Option 1
a. On the computer go to Start > Run > gpedit.msc

b. Navigate to Computer Configuration > Windows Settings > Security Settings > Local
Policies > Security Options – Network security:LAN Manager authentication level
c. Set to: Send NTLMv2 Response Only
Option 2
Ensure you create a backup of your Windows registry before you make any changes.
a. On the computer go to Start > Run > regedit

b. Update the following key: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa
c. Change the DWORD value LmCompatibilityLevel to 3 which is the Send NTLMv2 responses
only.
d. If this key does not exist under
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa, then it will need to be
created. Please refer to the below screenshots on how to create it:
Create LmCompatibilityLevel Key:

Change the DWORD value LmCompatibilityLevel to 3:

6. Troubleshooting

6.1 Overview of the troubleshooting process
Step 1
Identify the
symptoms
Step 2
Basic fault finding
process
Step 3
Advanced data
gathering process
Step 4
Interpret the test
results
Step 5
Apply suggested
solutions

6.1.1 Example 1: unable to connect to CargoWise Cloud
Client Application
Step 1: Identify the symptoms
When you are unable to connect via the CargoWise Cloud Client Application, the following error
may display:
Step 2: Basic fault-finding process
• Ensure the workstation or terminal server environment has a good reliable network
connection, for example using a cabled network connection is preferred over wireless for
better overall stability.
• Ensure the workstation or terminal server environment has a good reliable internet
connection.
• Ensure all relevant Windows updates have been applied to all workstations and servers
involved in the connection to CargoWise Cloud.
• Proceed to the below steps if the above conditions have been checked and are resolved.
Step 3: Advanced data gathering process
Carry out the following steps on the workstation, or corporate terminal server, where CargoWise
Cloud Client Application is installed:
• Perform a 5 minutes PsPing test to determine if the https port 443 has been blocked
• Capture the tracert and DNS lookup test to determine the geo-location target of the
CargoWise Cloud gateway DNS address.
For more information on these tests, refer to Step 4 & 5: Interpret the test results and apply
suggested solutions.

Step 4 & 5: Interpret the test results and apply suggested solutions
Results Description
Psping test latency values This is most likely due to traffic being blocked. Please review
are blank your corporate proxy servers or firewalls involved in the
connection to ensure they are not blocking access. Make any
appropriate adjustments if necessary. Refer to the Appendix –
Proxy recommendations for CargoWise Cloud Client Application.
Psping test latency values The network path to the CargoWise Cloud gateway servers is
are mostly over 100ms possibly being routed to a non-optimized or incorrect
geographic location. Please check the Geo-location of the
CargoWise Cloud gateway from the Tracert and DNS tests. Refer
to the Appendix – CargoWise Cloud DNS lookup
recommendations for CargoWise Cloud Client Application.
Then make any appropriate adjustments if necessary.
Psping test latency values These are workable latency values, but further investigation may
are between 5 to 100ms be needed to optimize the performance, and you may need to
work with internet providers or other IT staff to improve
connections.
The issue is likely not related to your internet performance, but

possibly your workstation environment or other network
connection restrictions as listed above.
Psping test latency values Network connectivity should be ideal in this range.
are mostly between 0 to
5ms The issue is likely not related to your internet performance, but
Other issues Please use the CargoWise Cloud Client Application to re-test,
and if there are frequent failures, raise an eRequest Incident.
For any further enquiries, raise an eRequest Incident ensuring to include all tests carried out
and the related results.

6.1.2 Example 2: Frequent disconnection from the
CargoWise Cloud Client Application
Step 1: Identify the symptoms
When you are experiencing connection dropouts on a frequent occasion while using the
CargoWise Cloud Client Application, the following prompt may display:
Step 2: Basic fault-finding process
• Ensure the workstation or terminal server environment has a good reliable network
connection, for example using a cable network connection is preferred over wireless for more
overall stability.
• Ensure the workstation or terminal server environment has a good reliable internet
connection.
• Ensure all relevant Windows updates have been applied to all workstations and servers
involved in the connection to CargoWise Cloud.
• Proceed to the below steps if the above conditions are checked and are resolved.
Step 3: Advanced data gathering process
Carry out the following steps on the workstation, or corporate terminal server, where CargoWise
Cloud Client Application is installed:
• Perform a 5 minutes PsPing test to determine if the https port 443 has been blocked.
• Capture the tracert and DNS lookup test to determine the geo-location target of the
CargoWise Cloud gateway DNS address.
For more information on these tests, refer to Step 4 & 5: Interpret the test results and apply
suggested solutions.

Step 4 & 5: Interpret the test results and apply suggested solutions
Results Description
Psping test latency values This is most likely due to traffic being blocked. Please review
are blank your corporate proxy servers or firewalls involved in the
connection, to ensure they are not blocking access. Make any
appropriate adjustment if necessary. Refer to Appendix – Proxy
recommendations for CargoWise Cloud Client Application.
Psping test latency values The network path to the CargoWise Cloud gateway servers is
are mostly over 100ms possibly being routed to a non-optimized or incorrect
geographic location. Please check the Geo-location of the
CargoWise Cloud gateway from the Tracert and DNS tests. Refer
to Appendix – CargoWise Cloud DNS lookup recommendations
for CargoWise Cloud Client Application.
Then make any appropriate adjustments if necessary.
Psping test latency values These are workable latency values, but further investigations
are between 5 to 100ms may be needed to optimize the performance and may need to
work with internet providers or other IT staff to improve
connections.
The issue is likely not related to your internet performance, but

Psping test latency values Network connectivity should be ideal in this range.
are mostly between 0 to
5ms The issue is likely not related to your internet performance, but
Other issues Please use the CargoWise Cloud Client Application to re-test,
and if there are frequent failures, raise an eRequest Incident.
For any further enquiries, raise an eRequest Incident ensuring to include all tests carried out
and the related results.

6.1.3 Example 3: Slow response times while using the
hosted application
You are experiencing slow response times without getting network disconnections or dropouts
while using the application.
Examples include:
• The response times for certain operational actions inside the application, are taking longer
than expected compared to recent experience, for example from one or two week(s) ago
• The hosted application at numerous occasions appears to be non-responsive during a
working day.
You can gather some diagnostic information within your CargoWise system at the time of the
issue occurring. Please follow the below steps an attach all the findings to an eRequest Incident:
• The time frame when the performance issue happened

• Which modules/tab/job number on which you were working
• Which action was being performed within the hosted application
• Document all information within the eRequest Incident, using the eDocs tab to record
documents and any related screenshots.
For a more detailed outline of the above steps, refer to the Performance Issues section within
How-To Document your eRequest Incident.

7. Appendix
7.1 Locate the CargoWise Cloud DNS gateway
The steps below will assist with locating the WiseCloud gateway information from the CargoWise
Cloud Client Application.
1. Ensure that the user has successfully logged into the CargoWise Cloud Client Application and
attempted to connect at least once.
2. Click on the icon on the top right-hand side of the CargoWise Cloud Client Application
software.
3. In the Connection Log window, the CargoWise Cloud gateway value displays along the line
that displays the following: Date-time: RDP to CargoWise_cloud_dns_value.
For example:
The CargoWise_cloud_dns_value is: aucloud3.wisegrid.net
4. Carry out the CargoWise_cloud_dns_value for psping tests and Tracert tests.
For more information on CargoWise Cloud Client Application usage and installation process,
refer to How to Connect to CargoWise via WCA.

7.2 PsPing Test Instructions
We suggest using an easy command line tool from Microsoft tools to perform a quick command
line network statistic connection for TCP/HTTPS from the user’s workstation or corporate
terminal server where CargoWise Cloud Client Application is being used.
Carry out the following steps to get a better idea of the connectivity and possible issues being
reported. Note, there are a different set of values to be used on the PsPing tool depending on the
frequency and hosted system location.
Follow the steps described on Locate CargoWise Cloud DNS gateway to obtain the
CargoWise Cloud_dns_value.
1. Download the PsPing tools from Microsoft's URL :http://technet.microsoft.com/en-

au/sysinternals/jj729731.aspx.
2. Save the tool to a convenient location on the workstation C:\temp or another suitable
directory to run this tool.
3. Open an elevated command prompt (Run As Administrator) and change to the directory
where the PsPing executable is located, run the PsPing tool, and select the choice of following
command:
"C:\temp\PSTools\PsPing.exe" -4 -i 10 -n count CargoWise_cloud_dns_value:443

> c:\temp\PsPing_to_CargoWisecloudresults.txt
Note: the count value used on the command line is usually at 60 for a 5 minute test duration
or 360 for one-hour test duration.
4. At the same time, we also recommend opening a new elevated command prompt window and
run the following command (point of reference):
"C:\temp\PSTools\PsPing.exe" -4 -i 10 -n count google.com:443 >

c:\temp\PsPing_to_Cargowisecloudresults_external_source.txt
Note: alternatives such as baidu.com.cn or any other local public website name instead of
google.com, can be used to determine a baseline reference.
5. Once the test has finished, save the text file results onto the eDocs tab of the eRequest.

7.3 Traceroute Test and DNS lookup Instructions
On the workstation or corporate terminal server where the CargoWise Cloud Client Application is
installed, perform the below tests based on the hosted system datacenter hosted location.
Please capture the below results from Command Prompt:
1. nslookup CargoWise_cloud_dns_value
2. tracert CargoWise_cloud_dns_value
3. nslookup (Canonical Name of the CargoWise_cloud_dns_value)
4. tracert (Canonical Name of the CargoWise_cloud_dns_value)
Follow the steps described in Locate CargoWise Cloud DNS gateway to obtain the
CargoWise_cloud_dns_value. Take note of the Canonical Name of the
CargoWise_cloud_dns_value as this will be part of the data gathering steps. The Canonical
name can be determined from public dns lookup website such as www.mxtoolbox.com
7.4 Proxy recommendations for Cargowise Cloud

client software
It is important you ensure that the necessary network/firewall/proxy server exceptions are in
place to allow the CargoWise Cloud Client Application to work correctly. If any proxy/network
firewall servers have been used within the corporate network, then we suggest you review
previous chapters in this guide.
Review the following sections carefully about proxies/filtering:
• IP address filtering
• Port requirements
• Proxies
• RDG HTTP methods.
For example, if there are proxies in place within the office network, we typically recommend that
customers implement a proxy bypass for the *.wisegrid.net domain if possible.
Note: allow https connection to the list of DNS addresses noted earlier, e.g. port 443 on
*.wisegrid.net and/or *. wisetechglobal.cn addresses.

7.5 WinMTR test
We recommend you perform the below tests on the workstation where the CargoWise Cloud
Client Application is been used:
1. Download WinMTR software from : https://sourceforge.net/projects/winmtr/.

2. Open up WinMTR and enter the CargoWise_cloud_dns_value within the software.
3. Run the WinMTR software for the required duration of 5 minutes or 60 minutes based on our
suggestion.
Follow the steps described on Locate CargoWise Cloud DNS gateway to obtain the
CargoWise Cloud_dns_value.
7.6 CargoWise Cloud DNS lookup

recommendations
To ensure the CargoWise Cloud users have a seamless experience over the https/443 remote
connection over the internet, one of the important aspects is to have the CargoWise Cloud Client
Application connect to the closest CargoWise Cloud gateway IP address from the user’s physical
location as possible.
The DNS response received is determined by the 'geolocation' of your external DNS server that is
issuing the DNS request to the internet. For example, if your external DNS server is geolocated in
location A or country A, then it will receive the location A or country A POP address from our CDN
provider’s DNS servers.
We do not recommend hardcoding any single IP address on your internal DNS servers to override
this behavior, as this will lead to loss of redundancy and automatic failover in the event of an
incident affecting one POP.
To resolve this issue and retain automatic failover, we suggest you utilize an external DNS server
that is local to your users’ geography - typically your ISPs DNS server. Please note that if you use
a geographically distributed DNS system (e.g. GoogleDNS, OpenDNS), then the IP address that
you receive for our service may vary and may lead to a less than optimal path.

Therefore, wherever possible, the DNS lookup for each of the corporate offices should be sourced
from their original physical location to obtain the closest POP location, or ISP provided DNS
addresses.
Wherever, possible, the IT technician should discuss with the corporate office ISP if a better
internet connection can be obtained against the CargoWise Cloud DNS address if the users
are reporting instability in the connection.
Support: Press the F1 key from anywhere within CargoWise to raise an eRequest.


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Technical guide

CargoWise Cloud connectivity and

CargoWise Cloud connectivity and troubleshooting | 1

1. Installing and launching the CargoWise Cloud Client Application

• GCOR001 – How do I create eRequest Incidents?

CargoWise Cloud connectivity and troubleshooting | 2

CargoWise Cloud connectivity and troubleshooting | 3

3. Log in to the CargoWise Cloud Client

CargoWise Cloud connectivity and troubleshooting | 4

If this step is not successful, try the following troubleshooting steps:

• Ensure that the Username and Password entered are correct

CargoWise Cloud connectivity and troubleshooting | 5

The CargoWise Gateways have the following hostnames:

Once the connection to a CargoWise Gateway is established, the RemoteApp Window

CargoWise Cloud connectivity and troubleshooting | 6

CargoWise Cloud connectivity and troubleshooting | 7

If connection filtering technology is used in your network, we strongly recommend configuring

If your organization’s security policies or technologies require static IP address filtering to be

CDN IP Addresses for Access to CargoWise Cloud

WiseTech Global Data Centre (non-CargoWise Cloud Access)

CargoWise Cloud connectivity and troubleshooting | 8

For simplicity of deployment and troubleshooting, we typically recommend that customers

• Can the required hostnames in DNS be resolved?

5.4 RDG HTTP methods

5.5 CDN failsafe

The hostnames for our failsafe service are:

CargoWise Cloud connectivity and troubleshooting | 9

5.6 NTLM authentication level setting

a. On the computer go to Start > Run > gpedit.msc

a. On the computer go to Start > Run > regedit

Create LmCompatibilityLevel Key:

CargoWise Cloud connectivity and troubleshooting | 10

CargoWise Cloud connectivity and troubleshooting | 11

CargoWise Cloud connectivity and troubleshooting | 12

CargoWise Cloud connectivity and troubleshooting | 13

Step 2: Basic fault-finding process

Step 3: Advanced data gathering process

CargoWise Cloud connectivity and troubleshooting | 14

Then make any appropriate adjustments if necessary.

The issue is likely not related to your internet performance, but

CargoWise Cloud connectivity and troubleshooting | 15

Step 2: Basic fault-finding process

Step 3: Advanced data gathering process

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Then make any appropriate adjustments if necessary.

The issue is likely not related to your internet performance, but

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• The time frame when the performance issue happened

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The CargoWise_cloud_dns_value is: aucloud3.wisegrid.net

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1. Download the PsPing tools from Microsoft's URL :http://technet.microsoft.com/en-

"C:\temp\PSTools\PsPing.exe" -4 -i 10 -n count CargoWise_cloud_dns_value:443

"C:\temp\PSTools\PsPing.exe" -4 -i 10 -n count google.com:443 >

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Please capture the below results from Command Prompt:

7.4 Proxy recommendations for Cargowise Cloud

Review the following sections carefully about proxies/filtering:

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