Sporadic connectivity errors

Issues related to i-Tree v6.x can be posted in this section. 6.x updates and known issues will be posted here also.
Post Reply
DGamstetter
Posts: 1
Joined: Thu Oct 18, 2018 2:17 pm

Sporadic connectivity errors

Post by DGamstetter » Thu Oct 18, 2018 2:28 pm

We are having problems with 2 connectivity issues:

1. we get the same "the weather station cannot be verified" as other users. We ran web activity software and get a 500 error for the weather data servers. we tried to reconnect directly but kept having the same results. When we somehow did get the link to work we had this issue:

2. when we submitted the data for processing it made it to 40% and then we get a "cannot connect to server" error message.

the web activity software indicates that there isn't a problem with web pop up blockers or our proxy server.

any advice is appreciated

Thanks
Jason.Henning
i-Tree Team
Posts: 162
Joined: Fri Dec 21, 2012 7:45 am

Re: Sporadic connectivity errors

Post by Jason.Henning » Fri Oct 26, 2018 8:54 am

Hello,
Connectivity issues are very difficult for us to diagnose unless our server is down. There have not been any sporadic server outages in the last few weeks. Typically, these errors are caused by firewall or anti-virus software preventing i-Tree Eco from contacting our servers. These errors can be even harder to track down on large institutional systems like governments or universities where such safety measures may not reside on the users computer.
The 40% submission does not necessarily indicate that some portion of the project has actually made it to our servers, only that the process of checking your data and packaging it for submission has completed.
I would recommend copying the project and trying to submit from a different computer on a different system all together, perhaps a personal computer on a home internet connection. We understand that this may be challenging for some users, but beyond trying on a less limited system, there are few other options beyond those you have already explored.
Sorry you are experiencing this issue.
-Jason
Jason.Henning
i-Tree Team
Posts: 162
Joined: Fri Dec 21, 2012 7:45 am

Re: Sporadic connectivity errors

Post by Jason.Henning » Fri Oct 26, 2018 3:50 pm

Our developers also reminded me that they have made some changes to the software to minimize the chances that it gets stopped by antivirus or firewall software. To that end, you should make sure that you are using the latest version of i-Tree Eco by clicking on "software update" under the support menu within Eco.
If you need more details about exactly which ports the i-Tree Eco software need access to please email us at i-Tree technical support, info@itreetools.org.
Thanks,
Jason
Post Reply