TG Connect Setup and Troubleshooting Guide

Modified on Mon, Jun 22 at 1:13 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 starts TG-Tunnel (TGConnect) on their local machine.
TG-Tunnel creates a secure proxy to the internal environment.
TestGrid uses the tunnel to access the customer environment.

Steps

Step 1: Confirm Tunnel Status

Verify that TG-Tunnel (TGConnect) is running.

Confirm the following:

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

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

Step 2: Verify URL in Customer Local Browser

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

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]

Purpose

Validate whether the domain is reachable from the customer machine.

Step 3: Restart Tunnel

Restart TG-Tunnel (TGConnect).

Re-test the following:

Browser access
Ping command
Remote browser access

Key Insights

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]

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

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