User manual

APPENDIX E: TROUBLESHOOTING 71
Appendix E: Troubleshooting
Problems and Suggested Solutions
REMOTE CONNECTION
PROBLEMS
SOLUTION
I cannot connect to IP-Reach
via dial up modem.
Ensure that you have specified the modem device for your Remote PC in the Add
Connection Window (Dial-up type connection) modem field.
Although concurrent connections may be enabled (either globally or individually),
the modem in IP-Reach will only accommodate one remote connection at a time –
ensure that someone else is not already connected via modem.
Ensure that your user profile has modem access enabled and that IP-Reach is
configured to enable a modem interface on the Network Configuration Screen.
Ensure that the communication port chosen by the network administrator on the
Network Configuration screen matches the port set in your connection profile.
I cannot connect to IP-Reach
via LAN/WAN or Internet.
Re-check the IP settings for IP-Reach from the IP-Reach Admin Console or remote
Admin Console window. Accessing the Network Configuration screen, ensure
that the IP addresses set for “IP Address, Subnet Mask, and Default Gateway” are
still set correctly, per your Network Administrator’s instructions.
Ensure that your user profile has network access enabled and that IP-Reach is
configured to enable a network interface.
Ensure that the communication port chosen by the network administrator on the
Network Configuration screen matches the port set in your connection profile.
Ensure that the network configuration is correct by sending a PING from the
Remote PC to IP-Reach.
I cannot connect to IP-Reach
via Web Browser.
Re-check the IP settings for IP-Reach from the IP-Reach Admin Console or remote
Admin Console window. Accessing the Network Configuration screen, ensure
that the IP addresses set for “IP Address, Subnet Mask, and Default Gateway” are
still set correctly, per your Network Administrator’s instructions.
Ensure that your user profile has Web Browser access enabled and that IP-Reach is
configured to enable Web Browser.
I cannot connect to IP-Reach
and seem to be stuck at the
Login window.
Ensure that you are using a valid and correct user name and password. Ensure that
you are typing user name and password in the exact upper and lowercase
combinations in which they were created. Drag the Login window to the side and
view Connection Status window behind it. The Connection Status window will
show details on your connection attempts, and may offer specifics on the problem.
DIRECT ANALOG USER
CONSOLE PROBLEMS
SOLUTION
The Direct Analog User
Console does not function.
Make sure the KVM switch is functioning properly. Make sure that IP-Reach is
turned on. IP-Reach must be powered on for the Direct Analog User Console to
function. The cable located inside IP-Reach that connect the Direct Analog User
Console port(s) may have disconnected – Contact Raritan Technical Support for
assistance.
I cannot seem to gain steady
keyboard/mouse control of
the active Target Server
from a Direct Analog User
Console.
Keyboard/mouse control of a Target Server from a Direct Analog User Console is
shared on a first active keyboard/mouse input basis with any remote users who may
be currently connected. Ensure that no remote users are currently attempting to
control the active Target Server.