Troubleshooting - Connectivity Issues

Troubleshooting - Connectivity Issues

Introduction

The Easify Pro Client communicates with your Easify Server via your network. Or if you are using the Easify Pro Client remotely it will connect via the internet.

This article discusses how to resolve connectivity issues whereby the Easify Pro Client is unable to communicate with your Easify Server either on your local network, or via the internet.

Check Your Login Credentials

The most common cause of connection issues is simply using the wrong username or password.

Make sure that you are using the correct username and password.

Logging in with an Easify User License Subscription

If you are logging in with an Easify User License Subscription, make sure that you are logging into Easify with your Easify Website username and password, not the username and password set in Easify itself. This is because when you login with a subscription, your subscription is associated with your Easify Website username (which is in the form of an email address).

Make sure your subscription is valid and has not expired. You can check your subscription status by logging into the Easify website.

Logging in with a Local Easify Account

If you are not logging in with an Easify User License subscription i.e. you are logging in with a local Easify account, make sure that you are using the username and password as set in Easify user management. Also make sure that your Easify user account has not been disabled by an administrator.

Check the Server

If you have access to the computer that the Easify Server is running on, launch the Easify Server Manager application and verify that the server is running and is not stopped.

If the Easify Server is stopped, and if you are a technical user you can use the Easify Server Manager to view the server log file to see why the server is stopped.

If the server is running and you cannot connect, inspect the server log file via the Easify Server Manager to see if the server has been de-authorised for any reason. This can happen if the server has encountered a server licensing issue, or if the server detects that it has been moved to a different folder than the one it was originally installed in. If the server has been de-authorised for local and/or remote connections, and you feel this is in error, you can re-authorise the server via the Easify Connection Manager.

Network Connectivity Problems

General Network Connectivity

First of all make sure that network cables are securely inserted and in good working order. If you are using WiFi make sure it is enabled and connected to your wireless access point. Also ensure that routers and switches are powered up and working properly.

The first thing to check is that the computer you are installing the Easify client on can 'see' the server.

Launch a command prompt and type the command PING <SERVER_NAME> where <SERVER_NAME> is the name of your server.

If the ping command times out, then try the ping command with the IP address of your server - PING <SERVER_IP_ADDRESS> where <SERVER_IP_ADDRESS> is the IP address of your server.

If you find that you can ping your server by IP address but not by name it means that you have a name resolution problem on your network. This can be due to a variety of reasons including local DNS issues or NETBIOS problems on older networks. If you are unable to fix the name resolution problem, you can try to get Easify up and running by entering the IP address of the computer you are trying to connect to instead of its name. Be sure to use a private static IP address on your server in this case, because if you allow your server to obtain its IP address via DHCP the address may change rendering your clients unable to connect.

If you are unable to ping your server from the client by computer name or IP address you will need to troubleshoot your network which is beyond the scope of this guide.

Firewall Settings

If you experience difficulty with getting a networked Easify client to see your Easify Server, check the internal firewall settings on the server. .

The server needs to allow the Easify Server application through its internal (Windows) firewall.

The Easify Server typically located at "C:\Program Files (x86)\Easify\Server\<YOUR_COMPANY_NAME>\<YOUR_COMPANY_DESCRIPTION>\Bin\Easify Server.exe"

NOTE: The paths to these applications may vary depending on your specific computer configuration.

Anti-Virus Software

Some brands of anti-virus software can interfere with the smooth running of Easify (and indeed other applications).

Easify is an application that was designed for network use, and even if only installed on a single standalone computer still makes use of internal network subsystems to communicate between client and server (even though these are on the same physical computer). Some anti-virus programs can interfere with this network traffic and cause connectivity problems in Easify.

Some Anti-virus software can interfere with files that are required while running Easify.

For these reasons we suggest that you temporarily disable your anti-virus software while installing Easify.

If you encounter problems running Easify after installation or encounter problems with connecting a network Easify client to a server, you should investigate whether your anti-virus software is conflicting with Easify. The easiest way to determine whether anti-virus software is conflicting with Easify is to temporarily disable your anti-virus software. However some anti-virus software does not fully disable itself when configured to be disabled and in this case the anti-virus software should be temporarily uninstalled and the computer rebooted before proceeding to troubleshoot Easify.

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