Message Notification Issues

Are you finding that you’re not receiving notifications when you receive new messages, or do you have to refresh the Inbox for new messages to appear? Let’s get this sorted out.

New Messages Not Appearing in Inbox Without Refreshing or Logging In Again

The Notification Service on your Server or Host PC sends out notifications to workstations when there are new messages for the logged in user(s). Step 1: Make Sure the Notification Service is Running. 1. On your Server or Host PC, open the PhonePad 5 Server folder, or go to C:\PhonePad5Server. 2. Open ControlCenter. 3. The status indicator for Notification Service should be green.
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Still Having Problems?

If you still have problems with notifications, please email Support to create a support request.
Step 2: Change the Settings for the Notification Service. 1. On your Server or Host PC, open the PhonePad 5 Server folder. 2. Open ControlCenter. 3. Select Notification Service. 4. Click the Settings button. 5. Change the Notification Method. 6. Click OK. 7. Restart the service.
Step 3: Restart the Service. 1. On your Server or Host PC, open the PhonePad 5 Server folder. 2. Open ControlCenter. 3. Select Notification Service. 4. Click the Stop button. 5. Click the Start button.
Step 4: Make Sure UDP Port 12601 is Not Being Blocked 1. Download the UDP Message Notification Listener program. 2. Open the program. 3. Click the Listen button. 4. Send yourself a couple of messages. 5. Get someone else to send you a couple of messages. 6. If everything is working correctly, the notifications will be shown in the listener program. Otherwise, the UDP port is being blocked, probably by a router or firewall (hardware or software).

No Notifications When You Receive New Messages

If you’re receiving new messages in your Inbox but you’re not being notified of them, then check your notification settings in PhonePad. 1. In PhonePad, select Preferences from the View menu. 2. Select Notifications. 3. Make sure you have one or more of the notification methods checked. For example, Display Popup Messages and Display Alert Window in System Tray. If you’re frequently away from your computer you may want to uncheck the Close After check box. The Test buttons allow you to preview some of the notifications.
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PhonePad Connection Problems

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Check to Make Sure the PhonePad Server is

Running

You will need to do this on your Server or Host PC. 1. Open the PhonePad 5 Server folder on the desktop. 2. Open the ControlCenter program. 3. Is the PhonePad 5 Server running? It should have a green circle next to it.

Does the Server or Host PC Have More Than One

IP Address?

You will need to do this on your Server or Host PC. 1. Open the PhonePad 5 Server folder on the desktop. 2. Open the ControlCenter program. 3. Select PhonePad Server. 4. Click the Settings button.
7. Select the correct IP Address for the Server or Host PC. 8. Click the Close button. 9. The Override IP Address field will display the IP Address you selected.
5. Click the Scan IP button. 6. If there is more than one IP Address on the Server, you will be presented with a list of addresses. For most computers there will be only one IP Address, but if you have more than one Network Interface Card installed then you may get more than one.
10. Click the OK button.

Restart the PhonePad 5 Server Service

You will need to do this on your Server or Host PC. 1. Open the PhonePad 5 Server folder on the desktop. 2. Open the ControlCenter program. 3. Select PhonePad Server. 4. Click the Stop button. 5. Click the Start button. 6. Try opening PhonePad again.

Is Auto-Discovery Enabled on Your Workstations?

You will need to do this on a workstation. 1. Using Windows Explorer/File Explorer, open this folder: C:\PhonePad5. 2. Locate and open WorkstationConfig. 3. Is Enable Auto-Discovery of your Server selected?

Windows Firewall

When PhonePad Server and PhonePad Workstation are installed, the correct ports are automatically opened in your Windows Firewall to allow communication across your network. If you want to make sure these ports are open, you can run the programs manually. On your Server or Host PC, run ServerFirewallRules. On each workstation, run PhonePad5FirewallRule. In both cases, a black window will be displayed briefly.
4. If it’s not selected then select it. 5. Click the Save button. 6. Try starting PhonePad again. 7. If it is selected then something may be blocking UDP communications on port 15350. 8. Select Disable Auto-Discovery of Server and enter the IP Address of the PhonePad 5 Server. 9. Click the Save button. 10. Try starting PhonePad again.

Can You Login to PhonePad on Your Server or Host

PC?

You will need to do this on your Server or Host PC. Hopefully you have followed our advice and installed the PhonePad workstation software on your Server (if you have a Host PC instead then you would almost definitely have it installed). This is always a good test. Are you able to run PhonePad, connect to the PhonePad 5 Server (located on the same computer), and login? If you can connect successfully from the Server or Host PC then, in the majority of cases, the communcation between other workstations and the Server (or Host PC) is being blocked.

Security Software

9 times out of 10 communication problems are caused by security software (in other words, anti-virus, anti- spyware, anti-malware, etc.). Most security software these days has its own firewall or some form of run-time protection. While some security software honors the Windows Firewall settings, many don’t. You may need to configure your security software to allow PhonePad5.exe, PhonePad5Run.exe and PhonePad5Server.exe to run. You may also need to open ports in the security software’s firewall. We can’t provide instructions for all security software as there are just too many products available, and their interfaces are frequently updated. We use Webroot Secure Anywhere. Here’s an example of configuring it to allow PhonePad to run:

Still Having Problems?

If you still can’t get the connection between PhonePad 5 Workstation and PhonePad 5 Server working, please contact Support so that we can help you resolve it.