Help Center/ CloudTable Service/ FAQs/ Connection and Access/ What Should I Do If a CloudTable Cluster Cannot Be Connected?
Updated on 2025-08-14 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

Solutions

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 Subhealthy 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.

The connection command, username, password, IP address, or port number is incorrect.

The OS type or the version of the client is 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.
  • For normal StarRocks clusters, use the open-source MySQL client.

The client is incorrectly installed.

The ECSs are not 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.

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.

Your network is not connected to the Internet.

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

The firewall blocks the access.

Modify the firewall policy or temporarily disable the firewall.

The proxy for accessing the Internet is not enabled.

Enable the proxy.

If you cannot determine the cause and rectify the fault, submit a service ticket to report it. Log in to the CloudTable console, choose More > Service Tickets and click Create Service Ticket. Create a ticket and submit it.

Parent topic: Connection and Access