This article helps you troubleshoot when your VNC or HTTP service isn't working. If you get error "Something went wrong. (519)" in VNC, please follow these steps to help solve the problem.

Select the service that is not working for you:

• HTTP service
• VNC service

HTTP service

HTTP service not working? The following steps will help you troubleshoot and solve your HTTP service issue:

1. Set up a VPN connection to your CloudVPN router.
2. Open a new tab in your browser. For example: Google Chrome, Mozilla Firefox, or Microsoft Edge.
3. Connect to your HTTP server by entering the IP address of the machine.
   
   • Did you get an error? Follow the steps below to resolve it and then try again.
     

     Error	Solution
     Timeout error / took too long to respond error	It appears that the IP address is incorrect. Double-check that the IP address you entered matches with the IP address configured on the machine.
     Unable to connect error / refused to connect error	It appears that there is no HTTP server running. Double-check that the HTTP server is actively running on the machine. For assistance, please contact the manufacturer.

   • Did you not get an error? Check the HTTP service settings in the CloudVPN Portal.
     

     Check	Details
     Protocol	Double-check the protocol supported by the web server on the machine: HTTP or HTTPS. This is displayed in the address bar when you enter your machine's IP address: HTTP / Not secure or HTTPS / Secure. Communication between your computer and the device (CloudVPN router/CloudVPN Agent) will always be secure, regardless of the selected protocol.
     IP address	Double-check that the IP address you entered matches with the IP address configured on the machine.
     Port	Leave "80" for HTTP or "443" for HTTPS, unless the web server is configured for a different port.
     Default landing page	If your machine has a specific page that you want to open by default, you can enter the page name here. You can find the page name in the address bar after opening it. Leave "/" if you are unsure.
     Configuration sync	You have now made the changes in the CloudVPN Portal, but these may not yet be active in your device. You will need to push your changes to your device for them to take effect. Temporary disconnect After this next step, the config push, the device may temporarily disconnect and LAN communication may be temporarily interrupted while it's applying the new settings. This only takes a moment. Click on Push config to device in the top right corner.

VNC service

VNC service not working? The following steps will help you troubleshoot and solve your VNC service issue:

1. Set up a VPN connection to your CloudVPN router.
2. Open a VNC viewer. For example: TightVNC, RealVNC, or even Siemens' Sm@rtClient.
3. Connect to your VNC server.
   • Did you get an error? Follow the steps below to resolve it and then try again.

     Error	Solution
     Timeout error / connection refused / failed to connect	It appears there is no VNC server running on that IP address. Double-check that the IP address you entered matches with the IP address configured on the HMI. Double-check that the VNC server is actively running on the HMI. For assistance, please contact the manufacturer.
     Reading version failed: not an RFB server? (in RealVNC Viewer)	It appears that the VNC server is running, but is not correctly configured. In the Sm@rtServer settings on the Siemens HMI, make sure the setting "Encrypt communication" is turned OFF.
     SSL handshake failed (in Siemens Sm@rtClient)	There is a VNC error on the Siemens HMI. Physically on the Siemens HMI, turn the runtime OFF and back ON.

   • Did you not get an error? Check the VNC service settings in the CloudVPN Portal.

     Check	Details
     IP address	Double-check that the IP address you entered matches with the IP address configured on the HMI.
     Port	Leave "5900", unless the VNC server is configured for a different port.
     Password	If a password is configured on the VNC server, enter that password here.
     Encoding	Leave "automatic" for compatibility with most systems. Using Lenze hardware? Set the encoding to Hextile instead.
     Color depth	Leave "automatic" for compatibility with most systems. Using B&R hardware? Set the color depth to what is set on your B&R device instead (default is 8-bit). Using VIPA hardware? Set the color depth to what is set on your VIPA device instead (either 8 or 32-bit).
     Machine settings	You may need to adjust your machine settings. Using Siemens hardware? First, go to "Runtime Settings" for your HMI in your TIA Portal project, ensure that "Start Sm@rtServer" is checked and apply it by downloading the hardware configuration to the HMI. Then open the Sm@rtServer settings on the HMI by stopping the runtime, opening "Settings", then open "WinCC Internet Settings", go to the "Remote" tab, click on "Change settings", and go to the "Server" tab. There, set a password and uncheck "Encrypt communication".
     Configuration sync	You have now made the changes in the CloudVPN Portal, but these may not yet be active in your device. You will need to push your changes to your device for them to take effect. Temporary disconnect After this next step, the config push, the device may temporarily disconnect and LAN communication may be temporarily interrupted while it's applying the new settings. This only takes a moment. Click on Push config to device in the top right corner.

4. VNC service still not working? See below for additional assistance.

   Issue	Solution
   Largely black screen. Only small visible parts of the VNC server. (with VNC server running on a PC or IPC)	This is a known issue with UltraVNC. Install a different VNC server on the machine instead. For example: TightVNC.
   VNC service not working. (with VNC server running on a PC or IPC)	Check the computer name in the PC / IPC settings. This name is not allowed to contain special characters (e.g. "é"). Replace those characters with regular characters (e.g. "e") and restart the computer to apply these changes.