Network Problems

 

Table 81:  Network Problems

Problem

Symptoms

Possible fixes

Browser cannot connect to server.

Browser returns error "430 Not found" or "unable to resolve name."

1.    Check physical connection. Are the network cables connected? Are the hubs powered on?

2.    Check proxy settings. Is the browser configured properly to use the proxy server? If you are running the client and server on the same computer and you have a proxy server or firewall, ensure that the IP address is bypassed. In the Internet Options control panel, select the Connections tab. Click the LAN Settings… button. Verify that the Bypass proxy server for local addresses link is checked. Click the Advanced button. Make sure that the IP address is listed under the exceptions list at the bottom of the screen.

3.    Check network access. Can you open other web sites with the browser? Can you ping or otherwise communicate with the server?

4.    Check server status. Has the server crashed? Move your mouse over the TSMC icon in the system tray. If the icon disappears, the server has crashed. You can also check the process list in Windows Task Manager for the TSMC Server executable. If the server is running properly, Windows Task Manager displays TSMCEXT3.EXE in the process list. If the server has crashed, TSMCEXT3.EXE is not displayed in the process list.

Problem

Symptoms

Possible fixes

Java applet cannot communicate with server.

You see an error message with text "DB Connection Java. Security. Access Control Exception error: access denied."

1.    Use a different method to access the server. If you tried connecting using https://localhost:2381/ or something similar, try the hostname or IP address instead. For example, use https://hostname:2381 or https://90.0.0.5:2381 (substitute your correct IP address). If your server has multiple IP addresses, try using a different one.

2.    Verify that the Java Plug-In control panel is set up correctly. Run the control panel and verify the following settings:

Basic tab:

Enable Java Plug-In = CHECKED

Show Java Console = CHECKED

Cache JARs in memory = NOT CHECKED

Advanced Tab:

Java Run Time Environment = Use Java Plug-in Default

Enable Just In Time Compiler = CHECKED

Proxies Tab:

Use browser settings = CHECKED

If any of these settings were not set correctly, set them and click Apply. Restart your browser.

Problem

Symptoms

Possible fixes

Network cache issues

Devices are displayed when they should not be. Media descriptions are inaccurate when client first connects. Client status is incorrect on first connection.

1.    Check for the correct browser cache setting. The browser must be set to check for newer versions of pages on every visit. With Internet Explorer, select Internet Options from the Tools menu. Click the General tab, and then click Temporary Internet Files settings. Select the option Check for newer versions of stored pages Every visit to the page. The factory default setting of Automatically does not work and is known to cause problems.

2.    Verify proxy settings. See possible fixes for the problem "Browser cannot connect to server" presented earlier in this table.

Problem

Symptoms

Possible fixes

Client Status not clearing

Client status is incorrect on first connection. Message "Invalid Client ID" appears when you issue a command in TSMC Client.

Sign out of TSMC Client and Server. The correct way to sign out of the TSMC Client is to click the Sign Off button (located in the upper left corner of the screen). To close the browser, click Close on the File menu. To deactivate the TSMC Server agent, right-click the TSMC icon (located on your desktop toolbar) and choose the Deactivate TSMC Server option. If you log back into TSMC Server and TSMC Client and still encounter the "Invalid Client ID" message, close TSMC Server and TSMC Client and wait 10 minutes before attempting to log back in. If you are running TSMC remotely (TSMC Server is running on a host server while you are logging in from a remote computer), you can simply sign off from the application and wait 10 minutes before attempting to log back into TSMC Client.