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I'm having problems connecting my client to the Optimal Trace server, what steps can I take to determine the cause of the problem?
If you are experiencing problems connecting to the Optimal Trace server, check the following in the order in which they appear. The most likely issues appear first:
1. In Optimal Trace client, check the machine name you have specified for the Optimal Trace Server in 'Options > General Options > Server Settings' is correct.
2. Check that you can 'ping' the machine specified in 1 above. To do this, from a command shell, type 'ping machinename'. The output you get from ping should be a series of uninterrupted replies, e.g.
Pinging opitmaltraceserver .optimaltrace.com [10.11.0.64] with 32 bytes of data:
Reply from 10.11.0.64: bytes=32 time
Ping statistics for 10.11.0.64:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
If the response from ping is not similar to the above, you have a serious network problem and you need to consult with your network system administrator.
If ping is ok, do a 'tracert' call and make sure its ok also:
you should see something like:
Tracing route to opitmaltraceserver.optimaltrace.com [10.11.0.64]
over a maximum of 30 hops:
Note: Also check that you can do a 'ping' and 'tracert' from the Server Machine back to the Client machine using the same process as above. Its more likely that there is a firewall running on your Server Machine, so its very important to do this reverse check also.
3. Check there are no firewalls running on either your client or server machines. For example, upgrading to Windows XP SP2 will install a firewall on your machine that you must manually turn off. To check if a firewall is running locally, go to 'Start > Control Panel > Windows Firewall' and make sure its turned off. Do this on both machines.
A good firewall check is to check you can 'telnet' from both the client to the server machine, and from the server machine to the client machine. You can do this as follows:
4. Check the Optimal Trace log files for both the client and the server. The clients log file is called 'Optimal Trace Enterprise_log.log', and is located in your Optimal Trace Enterprise 4.0 installation directory. The Server log file is called 'Optimal Trace Enterprise Server_log.log' and is located in your Optimal Trace Server installation directory.
5. Check your Optimal Trace Server log file. If you see log entries usch as:
ConnectionException: Connection Timed Out: this is mostly caused by a firewall (or somebody pulled the network plug)
ConnectionException: Connection Refused: nothing is running on that port (or sometimes this can be caused by a firewall)
ConnectionException: No Route to Host: misconfigured network (e.g. bad DNS ) , or a machine down along the way.
Some firewalls block ports 1 to 1024, and as we have no control over which ports we use (currently) the Server can sometimes try to use one of these ports and get refused the connection.
If the output in the start of your log files indicate a 'Port already in use' messages, the most likely cause of this problem is that some other process is 'hijacking' the Optimal Trace ports.
The reason this happens is that some windows process randomly pick ports to use, and unfortunately that random range includes the port numbers that we use, and as these processes start before Optimal Trace, they can use the Optimal Trace ports.
We've changed our default ports to be much higher port numbers for the next Optimal Trace 4.0 release, so hopefully this shouldn't happen as often (if ever). For now though, you need to set the Optimal Trace ports to different values, can you do the following: