---
title: "Troubleshoot access issues"
slug: "clouddatabox-troubleshoot-connect"
updated: 2026-09-17T09:18:20Z
published: 2026-09-17T09:18:20Z
canonical: "guide.ncloud-docs.com/clouddatabox-troubleshoot-connect"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://guide.ncloud-docs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot access issues

Available in VPC

You might run into the following problems when using Cloud Data Box. Find out causes and possible solutions.

## Forced logout from the Connect server

I was connected to the Connect server, but was forcibly logged out.

#### Cause

- You can use up to 2 accounts on the Connect server, and simultaneous connections with the same account are not allowed.
- If there is no activity for an extended period after connecting to the Connect server, the connection may be automatically terminated after a certain period of time.

#### Solution

- Verify that the same account is not logged in simultaneously.
- If your connection was terminated due to prolonged inactivity, please reconnect and log in again.

## No internet connection from the Connect server

There is no internet connection from the Connect server.

#### Cause

Due to the security policy, the Connect server does not allow external communication. External communication is permitted only until you submit a data supply request on the Hadoop or TensorFlow server.

#### Solution

As explained in the Cause section, this is normal behavior and not an error.

## Connect server access issue

I cannot access the Connect server.

#### Cause

- You are not connected to the SSL VPN.
- You are connected to 2 or more SSL VPNs.
- The username and password for the Connect server do not match.

#### Solution

- Check the SSL VPN connection status.
- If you are connected to 2 or more SSL VPNs simultaneously, please disconnect from the other SSL VPNs.
- If you have forgotten the password for the Connect server, select Connect in **Cloud Data Box** > **My Space** menu > **[Infrastructure]** tab, and click **[Reset password]** to change the password.

## No SSL VPN access

I cannot access SSL VPN. When accessing SSL VPN, the error message "Incorrect username or password" appears.

#### Cause

- You entered incorrect ID and password.
- You entered an incorrect server address.

#### Solution

- Make sure you entered the correct ID and password.
- If the error continues after you entered the correct ID and password, check the server address.
  - Server address: https://sslvpn-kr-vpc-01.ncloud.com
- If you have forgotten the password, see [Reset SSL VPN user account password](/docs/en/clouddatabox-managing#SSLVPN%EC%82%AC%EC%9A%A9%EC%9E%90%EA%B3%84%EC%A0%95%EB%B9%84%EB%B0%80%EB%B2%88%ED%98%B8%EB%B3%80%EA%B2%BD) and change the password.
- See [SSL VPN troubleshooting](/docs/en/sslvpn-troubleshoot).

## No Edge Node access

I cannot access Edge Node.

#### Cause

- You entered an incorrect PPK key.
- When accessing with PuTTY, you entered a password instead of the PPK key.

#### Solution

When accessing the Edge Node with PuTTY, use the PPK key instead of a password. You can find the PPK key on the Connect server desktop.

              Note

              

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