{"id":1705,"date":"2018-07-15T01:53:20","date_gmt":"2018-07-15T01:53:20","guid":{"rendered":"http:\/\/cybercom-software.com\/blog\/?p=1705"},"modified":"2018-12-12T01:10:22","modified_gmt":"2018-12-12T01:10:22","slug":"resolving-connection-issues","status":"publish","type":"post","link":"https:\/\/cybercom-software.com\/blog\/resolving-connection-issues\/","title":{"rendered":"Resolving Connection Issues."},"content":{"rendered":"<p>Out of all of the support requests we receive by far the majority of them are about <strong>connection issues<\/strong>.\u00c2\u00a0 In most cases these problems are caused by over-zealous anti-virus\/anti-malware software that use real-time protection.<\/p>\n<p>We have released a new application called <strong>PortCheck<\/strong> to help identify where the issues are occurring as quite often they can be difficult to diagnose.\u00c2\u00a0 More about that in a moment.<\/p>\n<p>This is a very long post so please bear with us.\u00c2\u00a0 It covers virtually everything we do to help our customers fix connection issues, so there is a lot of information here.<\/p>\n<p>We take you step-by-step through the process of determining what is causing the connection issues.\u00c2\u00a0 Hang in there.<\/p>\n<blockquote><p><span style=\"color: #993300;\"><strong>Important:<\/strong> If you don&#8217;t have the PhonePad workstation software installed on your Server or Host PC, please download and install it now.\u00c2\u00a0 It&#8217;s important to help isolate connection issues.<\/span><\/p><\/blockquote>\n<h2>Part A &#8211; Checking the Server or Host PC<\/h2>\n<h3>1 &#8211; Make Sure the Services Are Running<\/h3>\n<p>On your Server or Host PC, open <strong>Control Center<\/strong> and check the status of each PhonePad 5 Service.<\/p>\n<ul>\n<li>If any <strong>installed<\/strong> services aren&#8217;t running then start them.<\/li>\n<li>Stop and start the PhonePad Server service.<\/li>\n<li>Reboot the Server or Host PC.<\/li>\n<\/ul>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ControlCenterServiceStatus2.png\"><img data-opt-id=1295002884  fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-1709 size-full\" src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ControlCenterServiceStatus2.png\" alt=\"Control Center Service Status2\" width=\"559\" height=\"459\" srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:559\/h:459\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ControlCenterServiceStatus2.png 559w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:246\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ControlCenterServiceStatus2.png 300w\" sizes=\"(max-width: 559px) 100vw, 559px\" \/><\/a>\n<h3>2 &#8211; Check the PhonePad Server Settings<\/h3>\n<ol>\n<li>Select <strong>PhonePad Server<\/strong> in <strong>Control Center<\/strong>.<\/li>\n<li><strong>Server IP Address<\/strong> should be blank.\u00c2\u00a0 The only time it shouldn&#8217;t be blank is if the Server or Host PC has more than one IP Address (usually due to multiple network interfaces cards (NICs) or it has both an Ethernet and Wireless LAN connection).<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerSettings.png\"><img data-opt-id=1463795879  fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter size-full wp-image-1735\" src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerSettings.png\" alt=\"Phone Message Logging Software\" width=\"557\" height=\"443\" srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:557\/h:443\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerSettings.png 557w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:239\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerSettings.png 300w\" sizes=\"(max-width: 557px) 100vw, 557px\" \/><\/a>\n<ol start=\"3\">\n<li>If <strong>Server IP Address<\/strong> is not blank then click <strong>Scan IP<\/strong> to see if the Server or Host PC has more than one IP Address.<\/li>\n<li>In this example, the Server or Host PC has two IP Addresses.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleIPAddresses.png\"><img data-opt-id=1495987552  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleIPAddresses.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1736\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"476\" height=\"242\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:476\/h:242\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleIPAddresses.png 476w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:153\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleIPAddresses.png 300w\" \/><\/a>\n<ol start=\"5\">\n<li>We need to choose the correct one to use as PhonePad Server may use the wrong one.<\/li>\n<li>Select the correct IP Address to use and then click <strong>Close<\/strong>.<\/li>\n<li>In this example we selected the first IP Address that was listed.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerIPAddressOverride.png\"><img data-opt-id=1193270730  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerIPAddressOverride.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1737\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"557\" height=\"443\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:557\/h:443\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerIPAddressOverride.png 557w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:239\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerIPAddressOverride.png 300w\" \/><\/a>\n<ol start=\"8\">\n<li>The best way to test this is to stop and start the PhonePad Server service in <strong>ControlCenter<\/strong> and try logging in to PhonePad.<\/li>\n<li>If it doesn&#8217;t work then repeat steps 3 to 8.<\/li>\n<li>Two other things that are important are the <strong>Server Port<\/strong> and <strong>Notifications Port<\/strong> settings.<\/li>\n<li><strong>Server Port<\/strong> should be set to <strong>12600<\/strong>.<\/li>\n<li><strong>Notifications Port<\/strong> should be set to <strong>12601<\/strong>.<\/li>\n<\/ol>\n<blockquote><p><span style=\"color: #993300;\"><strong>Please Remember This<\/strong>: The Server IP Address setting should be blank unless the Server or Host PC has more than one IP Address.<\/span><\/p><\/blockquote>\n<p>If you are now able to login to PhonePad successfully then you don&#8217;t need to proceed any further.<\/p>\n<p>If you&#8217;re still unable to login to PhonePad then proceed to the next step.<\/p>\n<h3>3 &#8211; Scan the Server Ports<\/h3>\n<p>If the services are definitely running then they will have tried to open the ports they use.\u00c2\u00a0 If PhonePad still can&#8217;t connect then we need to check that the ports are still open.\u00c2\u00a0 This is where we use the new <strong>PortCheck<\/strong> program.<\/p>\n<ol>\n<li>\u00c2\u00a0<a href=\"https:\/\/tinyurl.com\/ya7bonau\">Download <strong>PortCheck<\/strong><\/a>.<\/li>\n<li>\u00c2\u00a0Open PortCheck by <strong>right-clicking on its icon and selecting Run as Administrator<\/strong> from the popup menu.\u00c2\u00a0 If you don&#8217;t do this you will get this message:<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/PortCheckAccessRightsIssue.png\"><img data-opt-id=201631441  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/PortCheckAccessRightsIssue.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1719\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/PortCheckAccessRightsIssue.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/PortCheckAccessRightsIssue.png 300w\" \/><\/a>\n<ol start=\"3\">\n<li>Select <strong>Server<\/strong>.<\/li>\n<li>Click <strong>Scan<\/strong>.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerPortScan-1.png\"><img data-opt-id=1263310090  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerPortScan-1.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1720\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerPortScan-1.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerPortScan-1.png 300w\" \/><\/a>\n<p>A <span style=\"color: #339966;\">green<\/span> tick or check mark icon means a port is open.\u00c2\u00a0 That&#8217;s good news.<\/p>\n<p>A <span style=\"color: #ff0000;\">red<\/span> icon means a port is closed.\u00c2\u00a0 That&#8217;s bad news.\u00c2\u00a0 This means that either the service is not running or something is blocking the port.<\/p>\n<p>A <span style=\"color: #808080;\">grey<\/span> circle icon means that the port is not responding because the service is not installed.<\/p>\n<p>If any of the port scans fail (display a <span style=\"color: #ff0000;\">red<\/span> icon) then we need to find out what is blocking the port.\u00c2\u00a0 In most cases this will be a firewall, anti-virus or anti-malware software.<\/p>\n<h3>4 &#8211; Server Firewall Rules<\/h3>\n<p>The next step is to check the <strong>Server Firewall Rules<\/strong>.<\/p>\n<ol>\n<li>Select the <strong>Firewall Rules<\/strong> tab under <strong>Server<\/strong>.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerFirewallRules-3.png\"><img data-opt-id=215571219  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerFirewallRules-3.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1721\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Call Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerFirewallRules-3.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/ServerFirewallRules-3.png 300w\" \/><\/a>\n<ol start=\"2\">\n<li>There will be around 17 rules &#8211; inbound and outbound.<\/li>\n<li>Click the <strong>Reapply Firewall Rules<\/strong> button just to make sure they&#8217;re all there.<\/li>\n<li>Now select <strong>Server Ports<\/strong> again and re-scan the ports by clicking the <strong>Scan<\/strong> button.<\/li>\n<\/ol>\n<h3>5 &#8211; Are All of the Files There?<\/h3>\n<p>If there are ports that still show as closed in the port scan then we need to check if there are any files missing from the installation.<\/p>\n<ol>\n<li>Select <strong>File Check<\/strong>.<\/li>\n<li>Click the <strong>Scan<\/strong> button.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/FileScan-1.png\"><img data-opt-id=2002178158  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/FileScan-1.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1742\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/FileScan-1.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/FileScan-1.png 300w\" \/><\/a>\n<p>The file checking process will detect if the computer is a Server or Host PC, and\/or Workstation.\u00c2\u00a0 It will then scan for the appropriate files.\u00c2\u00a0 If there are any files missing they will be shown in <span style=\"color: #ff0000;\">red<\/span>.<\/p>\n<blockquote><p><span style=\"color: #993300;\">In this example (which actually happened to a client), two important database files are missing.\u00c2\u00a0 The anti-virus software quarantined them because it suspected they were infected by a virus.\u00c2\u00a0 On further investigation it was discovered that these were <a style=\"color: #993300;\" href=\"https:\/\/www.pcworld.com\/article\/2883692\/virustotal-tackles-false-positive-malware-detections-plaguing-antivirus-and-software-vendors.html\">false positives<\/a>.\u00c2\u00a0 The anti-virus company was contacted and they released an update to fix it.<\/span><\/p>\n<p><span style=\"color: #993300;\">The problem with this is it prevented the PhonePad Server starting up correctly and therefore the ports it used were not opened.<\/span><\/p><\/blockquote>\n<p>If you have missing files then run the server update again and then re-scan for the files.\u00c2\u00a0 If the files are still missing then it means your security software is still quarantining them.\u00c2\u00a0 You may need to configure your security software to exclude these files.<\/p>\n<h3>6 &#8211; Checking What Security Software You Have Installed<\/h3>\n<ol>\n<li>Select <strong>Security Software<\/strong>.<\/li>\n<li>Click the <strong>Scan<\/strong> button.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/SecuritySoftware.png\"><img data-opt-id=342654426  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/SecuritySoftware.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1724\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/SecuritySoftware.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/SecuritySoftware.png 300w\" \/><\/a>\n<h3>7 &#8211; What If the Ports Are Still Closed?<\/h3>\n<p>Hopefully by now the ports are reporting that they&#8217;re open.\u00c2\u00a0 If there are still closed ports then something is definitely blocking the ports.<\/p>\n<p>At this point:<\/p>\n<ul>\n<li>We have confirmed that the services are running.<\/li>\n<li>We have reapplied the firewall rules so that shouldn&#8217;t be the problem.<\/li>\n<li>We have checked the PhonePad files and they are all there.<\/li>\n<\/ul>\n<p>The only thing left is to check your security software.<\/p>\n<ul>\n<li>Some security software have their own firewall.\u00c2\u00a0 While many honor the Windows Firewall Rules, some do not.\u00c2\u00a0 You may need to configure the firewall in your security software to allow the ports to be used.<\/li>\n<li>Another big problem is <strong>real-time protection<\/strong>.\u00c2\u00a0 This may be preventing the ports from being open.\u00c2\u00a0 You may need to exclude the PhonePad folders and\/or files from real-time protection.<\/li>\n<\/ul>\n<p>If you have more than one security application installed you will probably have to configure each one individually.\u00c2\u00a0 While we will provide advice whenever we can, we can&#8217;t actually help you with this as there are too many anti-virus and anti-malware programs available for us to know how to configure every one of them.\u00c2\u00a0 You will need to contact the company that produces the security software.<\/p>\n<blockquote><p><span style=\"color: #993300;\"><strong>Important Note:<\/strong>\u00c2\u00a0 Some users find that a previous version of PhonePad connected fine but then they start having connection problems <strong>after installing an update<\/strong>.\u00c2\u00a0 This can happen because security software <strong>sees the update as different software as its signature is different<\/strong>.\u00c2\u00a0 If PhonePad had to be excluded in the security software previously then it will have to be excluded again for the update.<\/span><\/p><\/blockquote>\n<h3>8 &#8211; What Now?<\/h3>\n<p>If there are port scans that are still coming up <span style=\"color: #ff0000;\">red<\/span> then you will need to work out what is blocking PhonePad before you can continue.<\/p>\n<p>If you have gotten this far and everything is now ok, ie. the port scans are all <span style=\"color: #008000;\">green<span style=\"color: #000000;\">,<\/span><\/span> then the next step is to try logging in to the PhonePad Workstation software <strong>on your Server or Host PC<\/strong>.\u00c2\u00a0 If you can&#8217;t login from the Server or Host PC then you may need to go back into your security software and configure it to allow PhonePad to run.<\/p>\n<p>If you can login successfully from the Server or Host PC then proceed to Part B.<\/p>\n<h2>Part B &#8211; Checking Workstations<\/h2>\n<p>Only continue with this section if you have determined that PhonePad on the Server or Host PC because there is no point continuing if the Server or Host PC is not work correctly.<\/p>\n<h3>1 &#8211; Log in to PhonePad<\/h3>\n<p>If you can successfully login to PhonePad then you&#8217;re all done.\u00c2\u00a0 If you can&#8217;t login then move on to the next step.<\/p>\n<h3>2 &#8211; Set PhonePad to Run as Administrator<\/h3>\n<ol>\n<li>If you haven&#8217;t done so already, <a href=\"https:\/\/tinyurl.com\/ya7bonau\">download PortCheck<\/a> to each workstation.<\/li>\n<li>Select <strong>File Check<\/strong>.<\/li>\n<li>Click the <strong>Run as Administrator<\/strong> button.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/RunAsAdministrator.png\"><img data-opt-id=2104232418  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/RunAsAdministrator.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1743\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/RunAsAdministrator.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/RunAsAdministrator.png 300w\" \/><\/a>\n<ol start=\"4\">\n<li>Try logging in to PhonePad again.\u00c2\u00a0 If you can login now then you&#8217;re good to go, otherwise continue to the next step.<\/li>\n<\/ol>\n<h3>3 &#8211; Check for Multiple Servers<\/h3>\n<ol>\n<li>Open <strong>PortCheck<\/strong> by <strong>right-clicking on its icon and selecting Run as Administrator<\/strong> from the popup menu.<\/li>\n<li>Select <strong>Workstation<\/strong>.<\/li>\n<li>Select <strong>Server Scan<\/strong>.<\/li>\n<li>Click the <strong>Scan<\/strong> button.<\/li>\n<li>Wait while the scan does its job.\u00c2\u00a0 This can take up to 10 seconds.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleServers.png\"><img data-opt-id=169167511  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleServers.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1726\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleServers.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/MultipleServers.png 300w\" \/><\/a>\n<ol start=\"6\">\n<li>In this example we have found 2 PhonePad Servers on the network.\u00c2\u00a0 This is not good as it can cause conflicts.<\/li>\n<li>The list shows the name of the computer each PhonePad Server was found on and its IP Address.<\/li>\n<li>You will need to work out which computer is the correct Server or Host PC and uninstall PhonePad Server and any of the other computers it appears on.<\/li>\n<\/ol>\n<h3>4 &#8211; Scan the Workstation Ports<\/h3>\n<p>Just like we did on the Server or Host PC, we&#8217;re now going to scan the ports on the workstation.\u00c2\u00a0 There are less ports to scan on a workstation than on the Server or Host PC.<\/p>\n<ol>\n<li>Select <strong>Workstation Ports<\/strong>.<\/li>\n<li>Enter the <strong>IP Address<\/strong> of the Server or Host PC.<\/li>\n<li>Click the <strong>Scan<\/strong> button.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationPortScan.png\"><img data-opt-id=449601097  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationPortScan.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1728\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationPortScan.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationPortScan.png 300w\" \/><\/a>\n<p>Ok, so there&#8217;s some good news and some bad news.<\/p>\n<p>The PhonePad Data Port shows as <span style=\"color: #ff0000;\">red<\/span> which means it&#8217;s closed.<\/p>\n<p>The Notifications Port is <span style=\"color: #008000;\">green<\/span> so that port is open.<\/p>\n<p>The Server Auto Discovery Port shows a question mark, which means the scan was unable to determine the port&#8217;s status.\u00c2\u00a0 It&#8217;s not open so that&#8217;s not good news.<\/p>\n<h3>5 &#8211; Workstation Firewall Rules<\/h3>\n<p>Even if the previous test showed that all ports are open, if you are unable to login to PhonePad then we should check the Firewall Rules.<\/p>\n<ol>\n<li>Select the <strong>Firewall Rules<\/strong> tab under <strong>Workstation<\/strong>.<\/li>\n<li>There will be fewer firewall rules &#8211; typically around 10.<\/li>\n<li>Click the <strong>Reapply Firewall Rules<\/strong> button just to ensure they are all there.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationFirewallRules.png\"><img data-opt-id=1097841910  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationFirewallRules.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1729\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"695\" height=\"420\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:695\/h:420\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationFirewallRules.png 695w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:181\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationFirewallRules.png 300w\" \/><\/a>\n<p>If any port tests failed before, try scanning the ports again and see if they pass.\u00c2\u00a0 If they do, try logging in to PhonePad again.\u00c2\u00a0 If you can login now then you&#8217;re all done.\u00c2\u00a0 If not, continue to the next step.<\/p>\n<h3>6 &#8211; Check Your Workstation Configuration<\/h3>\n<ol>\n<li>Go to the PhonePad folder on your workstation (C:\\PhonePad5).<\/li>\n<li>Open <strong>WorkstationConfig<\/strong>.<\/li>\n<li>Under the <strong>Server Auto Discovery tab<\/strong>, make sure that the <strong>Enable Auto-Discovery of Server<\/strong> option is selected.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig1.png\"><img data-opt-id=1206731484  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig1.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1731\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"520\" height=\"400\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:520\/h:400\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig1.png 520w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:231\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig1.png 300w\" \/><\/a>\n<ol start=\"4\">\n<li>In this example, the Auto-Discovery is overridden because the <strong>Disable Auto-Discovery of Server<\/strong> is selected, and the IP Address for the server is wrong.\u00c2\u00a0 This would prevent PhonePad from connecting to the Server or Host PC.<\/li>\n<li>In this case we would select <strong>Enable Auto-Discovery of Server<\/strong>, and to play it safe remove the IP Address.\u00c2\u00a0 Then we would click the <strong>Save<\/strong> button to save the changes.<\/li>\n<\/ol>\n<a href=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig2.png\"><img data-opt-id=1766048428  data-opt-src=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:auto\/h:auto\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig2.png\"  decoding=\"async\" class=\"aligncenter size-full wp-image-1733\" src=\"data:image/svg+xml,%3Csvg%20viewBox%3D%220%200%20100%%20100%%22%20width%3D%22100%%22%20height%3D%22100%%22%20xmlns%3D%22http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%22%3E%3Crect%20width%3D%22100%%22%20height%3D%22100%%22%20fill%3D%22transparent%22%2F%3E%3C%2Fsvg%3E\" alt=\"Phone Message Logging Software\" width=\"520\" height=\"400\" old-srcset=\"https:\/\/mld50qmdoq2m.i.optimole.com\/w:520\/h:400\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig2.png 520w, https:\/\/mld50qmdoq2m.i.optimole.com\/w:300\/h:231\/q:mauto\/ig:avif\/https:\/\/cybercom-software.com\/blog\/wp-content\/uploads\/2018\/07\/WorkstationConfig2.png 300w\" \/><\/a>\n<p>If Auto-Discovery was disabled on your workstation and you enabled it and saved the settings, try logging in to PhonePad again.<\/p>\n<h3>7 &#8211; Check the Security Software (Anti-Virus\/Anti-Malware) on Your Workstations<\/h3>\n<p>If you get this far in the process and are still unable to successfully login to PhonePad then you will need to check the security software on your workstation(s).\u00c2\u00a0 If you have more than one type of security software installed you will need to do this with all of them.<\/p>\n<p>If the security software has any form of real-time protection either exclude the PhonePad folder (C:\\PhonePad5) or <strong>PhonePad5.exe<\/strong> and <strong>PhonePadRun.exe<\/strong> from being scanned.<\/p>\n<blockquote><p><span style=\"color: #993300;\"><strong>Important Note<\/strong>: Do <strong>not<\/strong> exclude the PhonePad 5 folder\/files from <strong>scheduled scans<\/strong>, just real-time protection.<\/span><\/p>\n<p><span style=\"color: #993300;\"><strong>Another Important Note:<\/strong>\u00c2\u00a0 Some users find that a previous version of PhonePad connected fine but then they start having connection problems <strong>after installing an update<\/strong>.\u00c2\u00a0 This can happen because security software <strong>sees the update as different software as its signature is different<\/strong>.\u00c2\u00a0 If PhonePad had to be excluded in the security software previously then it will have to be excluded again for the update.<\/span><\/p><\/blockquote>\n<p>Finally, if you get to this point, have tried everything in this blog article, and still can&#8217;t login to PhonePad, please contact Support and we&#8217;ll do our best to help resolve your issue.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Out of all of the support requests we receive by far the majority of them are about connection issues.\u00c2\u00a0 In most cases these problems are caused by over-zealous anti-virus\/anti-malware software that use real-time protection. We have released a new application called PortCheck to help identify where the issues are occurring as quite often they can [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,48,7,97,6,5],"tags":[46,53,24,27,26,52,56,54,55,59,85,93,99,47,151,57,51,32,25,103],"class_list":["post-1705","post","type-post","status-publish","format-standard","category-announcements","category-articles","category-phonepad","category-phonepad-5","category-support-issues","category-whats-happening","tag-local-area-network","tag-message-pad","tag-minor-update","tag-new-release","tag-phone-log","tag-phone-log-software","tag-phone-message","tag-phone-message-pad","tag-phone-message-software","tag-phone-messages","tag-phone-pad","tag-phonepad","tag-phonepad-5","tag-phonepad-on-your-lan","tag-portcheck","tag-telephone-message","tag-telephone-message-software","tag-telephone-messages","tag-telephone-messaging-system","tag-whats-happening-lan"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/posts\/1705","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/comments?post=1705"}],"version-history":[{"count":21,"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/posts\/1705\/revisions"}],"predecessor-version":[{"id":1846,"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/posts\/1705\/revisions\/1846"}],"wp:attachment":[{"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/media?parent=1705"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/categories?post=1705"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cybercom-software.com\/blog\/wp-json\/wp\/v2\/tags?post=1705"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}