TG Connect Setup and Troubleshooting Guide

Modified on Mon, Jun 15 at 3:46 PM

Overview

This guide helps diagnose accessibility issues when customers try to access their lower environments (QA/UAT/Dev) using TestGrid remote browsers and TG-Tunnel (TGConnect).

Prerequisites

Before troubleshooting, ensure the following:

TG-Tunnel (TGConnect) is installed on the customer machine.
Internet connectivity is available.
The target environment URL is available.
Access to Terminal or Command Prompt is available.

Understanding The Flow

User workflow:

User starts TG-Tunnel (TGConnect) on their local machine.
TG-Tunnel creates a secure proxy to the internal environment.
TestGrid remote browser uses the tunnel to access the customer environment.

Possible issue areas:

Tunnel not running or unstable.
Local machine network restriction.
Incorrect URL.
DNS or firewall issues.

Steps

Step 0: Confirm Tunnel Status

Verify that TG-Tunnel (TGConnect) is running.

Caption: Verify TG-Tunnel running status

Confirm the following:

Tunnel status shows Connected, Active, or Heartbeat Started.
No errors are visible in logs.

Caption: Verify TG-Tunnel logs

If the tunnel is not running, restart TG-Tunnel before proceeding.

Caption: Restart TG-Tunnel

Step 1: Verify URL in Customer Local Browser

Ask the customer to open the same URL locally in their browser.

Caption: Verify URL access locally

Result Validation

URL Loads Successfully

Environment is accessible.
Proceed to Step 2.

URL Does Not Load

Possible causes:

Incorrect URL.
Environment unavailable.

Action

Customer must verify:

URL correctness.
Environment/server availability.

Step 2: Check Network Access via Terminal

Run the following command:

ping [domain_name]

Caption: Verify domain connectivity using ping

Purpose

Validate whether the domain is reachable from the customer machine.

Step 3: Restart Tunnel

Restart TG-Tunnel (TGConnect).

Caption: Restart TG-Tunnel

Re-test the following:

Browser access
Ping command
Remote browser access

Caption: Verify remote browser accessibility

Decision Matrix

Scenario	Interpretation	Action
Browser works, Ping works, Remote browser fails	Tunnel issue	Restart tunnel, verify logs, escalate if required
Browser works, Ping fails	DNS or network restriction	Customer network team must allow domain
Browser fails	Invalid URL or environment unavailable	Customer must verify URL or server
Browser works, Tunnel running, Remote still inaccessible	Tunnel routing or proxy issue	Restart tunnel and verify configuration
Tunnel not running	No proxy path available	Start TG-Tunnel
Browser works locally, Remote fails intermittently	Tunnel instability	Verify logs and reconnect tunnel

Key Insight For Support

Browser access does not always confirm network accessibility.

Browser access may work because of:

Cached DNS
Proxy configuration
VPN routing

TG-Tunnel depends on system-level network access.

The ping test helps validate actual network connectivity.

Additional Checks

Run DNS Lookup

nslookup [domain_name]

Caption: Verify DNS resolution

Verify

VPN settings
Proxy settings
Firewall rules
Port accessibility for port-based URLs

Review TG-Tunnel Logs

Check logs for:

Connection drops
Authentication failures
Routing failures

Caption: Review TG-Tunnel logs for errors

Outcome

After completing these troubleshooting steps:

TG-Tunnel connectivity issues can be identified.
Network accessibility issues can be validated.
Remote browser access issues can be isolated and escalated if required.

Still have a question?

Support Contact:
support@testgrid.io