AEM Forms: Unable to access via URL but accessible via IP address
This article explains how to resolve situations where Adobe Experience Manager (AEM) Forms can’t be accessed using standard URLs, but remains accessible via direct IP address. This issue is commonly related to VPN tunnel instability or failure.
Description description
Environment
Adobe Experience Manager (AEM) Forms (all versions, on-premise or managed service with VPN connectivity)
Symptoms
- Unable to access AEM Forms interfaces using standard URLs (For example:
https://) - Attempting to access forms or the AEM Granite interface via URL doesn’t resolve and results in browser errors such as can’t reach this page.
- Accessing the same AEM Forms instance using the direct IP address (For example:
https://) - The issue can affect multiple environments, such as both Production and Staging.
Cause
This issue is typically caused by VPN tunnel instability or failure between your network and the Adobe or AWS environment. When the VPN tunnel is down or unstable, DNS-based (URL) access to AEM Forms is disrupted, while direct IP access can still function, if routing allows.
Resolution resolution
Follow the steps below to resolve the issue:
- Verify the status of all VPN tunnels between your network and the Adobe or AWS environment using your VPN monitoring tools or the AWS Console.
- Review VPN tunnel logs for errors such as Dead Peer Detection (DPD) timeouts or phase 2 negotiation failures. Look for messages like Peer is not responsive - Declaring peer dead.
- Test access to AEM Forms by using both the public URL (
https://) and the direct IP address (https://). If IP access works, but URL doesn’t, this confirms a DNS or VPN routing issue. - Engage your internal networking team to investigate and resolve any VPN tunnel issues. Ensure that no firewall or routing changes are blocking DNS-based access.
- If you are using AWS, check the VPN tunnel status in the AWS Console under the VPN Connections section.
- Monitor the VPN tunnels for recovery. In some cases, tunnels can recover without manual intervention, but document any changes or recovery events.
- If the issue persists after internal troubleshooting, collect relevant VPN tunnel logs and test results, and escalate to Adobe and/or AWS support for further assistance.
Once the VPN tunnel is restored and stable, confirm that AEM Forms is accessible via both the standard URL and the direct IP address.