Knowledgebase
Firewall Troubleshooting
Posted by Bryce Ahler on 15 March 2016 03:03 PM

Firewall Troubleshooting

 

Here are firewall access trouble shooting procedures to try if the client cannot connect to a server, such as displaying a red "Disconnected from server" notification at the top of its main screen. Some procedures may be specific to a Windows computer hosting a dispatch client, while some procedures may also be useful on a device operating with Wifi service. 

The ESChat server name, IP address, and ports below here are an example and may not match your system.

This procedure will obtain the routing information for your ESChat system.

This procedure will check that the firewall is configured correctly.

  • Contact your IT Staff to confirm that the firewall is configured correctly based on the routing information for your ESChat system.

This procedure will obtain the ESChat signaling port for your ESChat system, if you have login access to the ESChat Enterprise web site and privilege to see the configuration information.

  • Log into the Enterprise web site.
  • View the Configure Server tab.
  • Scroll down to the Server Configuration Items section.
  • The port number is displayed in the PTT Server Name & Port text fields.

This procedure will check ESChat server TCP port connectivity from the ESChat client computer using the nmap command.

  • The nmap command is a useful port diagnosis tool. It may be used from a Linux computer. It may also be installed on a Windows computer, however there may be Windows limitations on its operation with a remote server.
  • Contact ptt-support@eschat.com to receive your specific ESChat server port configuration.
  • Run the following command for each ESChat server TCP port number, such as psw1.sla-ptt.com and port 80 (HTTP) in the following example.
    • nmap -sT -p 80 psw1.sla-ptt.com
    • Success result:
      • Nmap scan report for psw1.sla-ptt.com (184.169.137.133)
        Host is up (0.016s latency).
        rDNS record for 184.169.137.133: ec2-184-169-137-133.us-west-1.compute.amazonaws.com
        PORT   STATE SERVICE
        80/tcp open  http

        Nmap done: 1 IP address (1 host up) scanned in 0.12 seconds
    • Failure result display includes the following:
      • PORT   STATE SERVICE
        80/tcp closed http
  • Run the following command for each ESChat server UDP port number, such as psw1.sla-ptt.com and port and port 6800 in the following example.
    • nmap -sU -p 6800 psw1.sla-ptt.com
      • Success result:
        • Starting Nmap 5.50 ( http://nmap.org ) at 2013-10-24 17:13 PDT
          Nmap scan report for psw1.sla-ptt.com (184.169.137.133)
          Host is up (0.016s latency).
          rDNS record for 184.169.137.133: ec2-184-169-137-133.us-west-1.compute.amazonaws.com
          PORT     STATE         SERVICE
          6800/udp open|filtered unknown

          Nmap done: 1 IP address (1 host up) scanned in 0.33 seconds
      • Failure result display includes the following:
        • PORT     STATE         SERVICE
          6800/udp closed unknown

This procedure will check if the Windows User account is correct for installing and running the client.

  • On a Windows single or multiple User work station: Verify that the ESChat dispatch client is installed from and run by a Windows User account that has appropriate network and other privileges, such as the Windows Administrator account or an account with Administrator privileges.

This procedure will check ESChat server TCP port connectivity from the ESChat dispatch client computer using the Windows telnet command.

  • Contact ptt-support@eschat.com to receive your specific ESChat server TCP port configuration.
  • Run the rest of this procedure for each ESChat server TCP port number, such as 6800 in the following example.
  • Start a Windows Command Shell, via Windows Start > Run...cmd > OK button.
  • Enter the command: telnet eptt2.sla-ptt.com 6800
    • Possible results:
      • Success: If the Command Shell clears to all black, then it successfully connected to the server TCP port, confirming connectivity through the firewall.
        • To quit the telnet session, simultaneously press the Control-key and ]-key. If the "Microsoft Telnet>" prompt is displayed, then type the word "quit" without quotation marks. Otherwise, the telnet command will have automatically quit..
      • Failure: A "Could not open connection to the host, on port 6800: Connect failed" message indicates the firewall is blocking communication.
      • Failure: A "telnet is not recognized as an internal or external command, operable program or batch file." message indicates the Windows User does not have privilege to run this command. Contact your Administrator to run this command.
  • The Windows Command Shell prompt is redisplayed.

This procedure will check the Windows Firewall settings:

  • Click on Windows Start > Control Panel > Windows Firewall.
  • If the General tab shows that the Firewall is Off, you are done with this procedure.
  • If the General tab shows that the Firewall is On.
    • Option 1:
      • Select the Off option.
    • Option 2:
      • Uncheck the Don't allow exceptions check box.
      • Check if there is an ESChat Dispatch item listed in the "Programs and Services" list on the Exceptions tab. If this item does exist, then ensure that the check box is checked to enable a Windows exception to not block incoming network connections to the client.

This procedure will check the local work station Anti-Virus/Firewall settings:

  • Check if your computer is running an Anti-Virus/Firewall program, such as Bitdefender, etc.
  • If such as program is running, then check if its configuration/rules are blocking the ESChat client program network operation.
  • Consider adding an exception, such as adding the ESChat client program or its network routes to the white list of allowed operation. Otherwise, consider disabling the Anti-Virus/Firewall program, at least to test the ESChat client program operation without it.

This procedure will check if more than one dispatch client is simultaneously running on the computer.

  • If more than one dispatch client is simultaneously running on the computer, then one of the clients usually stays connected to the server, while each other client(s) displays a red "Disconnected from server" notification at the top of its main screen.
  • Right-click the Windows task bar and select the Task Manager menu item. - Then, view the Applications tab, where a single "ESChat Dispatch" client should be displayed with a Status of "Running".
  • There is also a related "javaw.exe" process for the dispatch client that is displayed in the Processes tab. Each running Java application has its own "javaw.exe" process.
  • Also, in the Windows task bar, the desktop icon set should contain a single "ESChat Desktop Client" icon.

This procedure will check if the computer IP address is constant or changing over time.

  • Each time the computer's IP address changes, the dispatch client will re-register with the server.
  • Does the computer's IP address change over time?
  • The ipconfig command within the Windows Command shell displays the computer's "IP Address". Run this procedure at different times, such as each hour or day and note the "IP Address" value each time.
    • Start a Windows Command Shell, via Windows Start > Run...cmd > OK button.
    • In the Windows Command Shell, enter ipconfig command.

This procedure will check if the computer's network connection.

  • Does the computer have a wired, WiFi, or Cellular 4G data connection to the network?

This procedure will email a message to the Support Team for review.

  • Email Support within dispatch client using the procedure here.

This procedure will check the dispatch client version.

  • Start the dispatch client, if possible.
  • Click the Help > About... menu option.
  • Note the ESChat Dispatch - Version value displayed in the About screen. Also, note the Java, JavaFX, and Platform version.
  • Click the About screen to dismiss it.

 

For further assistance with this or any other issue , please contact Support

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