Help Center/ CloudTable Service/ FAQs/ Connection and Access/ What Should I Do If a CloudTable Cluster Cannot Be Connected?
Updated on 2025-12-29 GMT+08:00
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What Should I Do If a CloudTable Cluster Cannot Be Connected?

Table 1 Possible causes and solutions

Possible Causes

Solution

Creation failed, Sub-health, or Frozen is displayed in the Status column.
  • If Creation failed is displayed in the Status column, delete the cluster that fails to be created, and create a new one, and connect to it when the creation is complete.
  • If Sub-health is displayed in the Status column, contact technical support engineers.
  • If Frozen is displayed in the Status column, top up the account. Ensure that the account balance is not 0 to guarantee the normal use of the cluster.
    NOTE:

    If you want to unfreeze a cloud service that is frozen in violation of regulations or by the public security department, contact the administrator.

Whether the connection command, username, password, IP address, and port number are incorrect.

Whether the operating system type and version of the client are correct.
  • For HBase 1.x clusters, use the hbase1.x client, and for HBase 2.x clusters, use the hbase2.x client.
  • For normal Doris clusters, use the open-source MySQL client, and for security Doris clusters, use the MySQL 8 client or later.
  • Use the 23.x ClickHouse client for ClickHouse clusters.

Whether the client is incorrectly installed.

Whether the ECSs are in the same AZ, VPC, subnet, and security group as the cluster.

Check the AZ, VPC, subnet, and security group displayed on the ECS details page and the cluster details page.

Some of the inbound and outbound rules of the security group are incorrect.

On the cluster details page, click the security group name. On the displayed Security Groups page, click Manage Rules to check the inbound and outbound rules. If there is no inbound rule, press Windows+R to display the Run dialog box, enter cmd to open the cmd window, and enter ipconfig. The IP address of the local host is displayed. Click Add Rule, enter the obtained IP address, and try to connect to the cluster again. For details, see Configuring Security Group Rules.

Whether your network is connected to the Internet.

Press Windows+R to display the Run dialog box, enter cmd to open the cmd window, and enter ping URL.

Whether the firewall blocked access.

Modify the firewall policy or temporarily disable the firewall.

Whether you need to access the Internet through a proxy.

Enable the proxy.

If you cannot determine the cause and rectify the fault, submit a service ticket to report it. You can log in to the CloudTable console and choose Service Tickets > Create Service Ticket in the upper right corner. Create a ticket and submit it.

Parent topic: Connection and Access