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.
If there are multiple IP Addresses then PhonePad will try
each one in turn for a connection. If for some reason you
need to specify the IP Address to use, select the IP Address
and click the Add Override button. Make sure you click the
OK button to save the change.
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.
You can also check the Knowledge Base for additional
information.