NetResults Tracker Knowledge Base Article
I can't access Tracker
Article ID  383
Article Type  Error Troubleshooting
Product  NetResults Tracker
Oldest Version  5.0
Newest Version  Latest Release
Publication Date  09/07/2010
Last Updated  09/08/2010 10:23:04 AM
Warnings
None
Description
This article provides information for resolving issues while attempting to access Tracker.

Use the following steps to help you troubleshoot:

  1. Are you getting a specific error message when you try to access Tracker?

    If you are getting a specific error message when trying to access Tracker, launch a new browser window and browse to the Knowledge Base and search for the error message you are seeing.

    If you are not getting a specific error message, proceed to the next step to troubleshoot the issue.

  2. Is the problem intermittent?

    Yes, the problem is intermittent.

    If not, proceed to the next step.

  3. Try browsing to Tracker from another machine. Are you able to reach the login page now?

    If you can login successfully from another machine, check to see what may be different between the two environments (different browser or version, etc.).

    If you are still not able to login from another machine, proceed to the next step.

  4. Try browsing to a site other than Tracker, such as www.yahoo.com or www.google.com. Are you able to reach either of those sites?

    Yes, I am able to reach those sites.

    No, I am not able to reach those sites either.

I'm able to reach sites other than Tracker
Is your Tracker installation hosted on your own server or hosted by NetResults?
Tracker is installed on my own server
My Tracker installation is hosted by NetResults

Tracker is installed on my own server
Since you are able to browse to other sites besides Tracker, use the steps in this Knowledge Base article to troubleshoot the issue.

My Tracker installation is hosted by NetResults
Since you are able to browse to other sites besides Tracker, perform the following steps to troubleshoot:

  1. Go to Start -> Run, type in "cmd" and click Enter. This will launch a command window.
  2. At the command prompt, type "tracert <tracker server>" and click Enter where "<tracker server>" is the host name or IP address you use to browse to Tracker. For example, if you use the link "http://ws54.nrtracker.com/yourcompany", you should type "tracert ws54.nrtracker.com" into the command prompt and click Enter.
  3. After the tracert test is completed, take a screen shot of the results. Take a look at the test results to see if there are any entries that look like:

    * * * Request timed out

  4. Now, type "tracert www.yahoo.com" or "tracert www.google.com" (to match the site you were able to browse to successfully in a prior step) and click Enter
  5. Again, take a screen shot of the results after the test is completed. Because you were able to browse successfully to this site earlier, you probably will not see any entries that look like:

    * * * Request timed out

  6. If neither test had any entries that said "Request timed out" entries, the issue may be resolved. Try to access Tracker again.

    If both tests had "Request timed out" entries, talk to your network administrator to see if there is a network issue/outage that could be causing these issues. If there is no known network issue/outage and your network administrator is unable to resolve this issue, contact NetResults Technical Support and include the screen shots of the tests you performed above.

I'm not able to reach sites other than Tracker
Use the following steps to troubleshoot:

  1. Go to Start -> Run, type in "cmd" and click Enter. This will launch a command window.
  2. At the command prompt, type "tracert <tracker server>" and click Enter where "<tracker server>" is the host name or IP address you use to browse to Tracker. For example:

    If your Tracker installation is hosted by NetResults: you use a link similar to "http://ws54.nrtracker.com/yourcompany" to access Tracker. You should type "tracert ws54.nrtracker.com" into the command prompt and click Enter.

    If Tracker is installed on your own server: and you use a link like "http://tracker.ourcompany.com/pteval" to access Tracker, you should type "tracert tracker.ourcompany.com" into the command prompt and click Enter.

  3. After the tracert test is completed, take a screen shot of the results. Take a look at the test results to see if there are any entries that look like:

    * * * Request timed out

  4. Now, type "tracert www.yahoo.com" or "tracert www.google.com" and click Enter
  5. Again, take a screen shot of the results after the test is completed. Take a look at the test results to see if there are any entries that look like:

    * * * Request timed out

  6. If neither test had any entries that said "Request timed out" entries, the issue may be resolved. Try to access Tracker again.

    If both tests had "Request timed out" entries, talk to your network administrator to see if there is a network issue/outage that could be causing these issues. If there is no known network issue/outage and your network administrator is unable to resolve this issue, contact NetResults Technical Support and include the screen shots of the tests you performed above.

The issue is intermittent
If you can't access Tracker and it seems to be intermittent, you may see errors such as "Page cannot be displayed" or hanging when accessing Tracker. These issues can be caused by temporary network issues/outages or a black hole router.

To troubleshoot this issue:

  1. When the error appears or the application is hanging, go to Start -> Run, type in "cmd" and click Enter. This will launch a command window.
  2. At the command prompt, type "tracert <tracker server>" and click Enter where "<tracker server>" is the host name or IP address you use to browse to Tracker. For example,

    If your Tracker installation is hosted by NetResults: you use a link similar to "http://ws54.nrtracker.com/yourcompany". You should type "tracert ws54.nrtracker.com" into the command prompt and click Enter.

    If Tracker is installed on your own server: and you use a link similar to "http://tracker.ourcompany.com/pteval", you should type "tracert tracker.ourcompany.com" into the command prompt and click Enter.

  3. After the tracert test is completed, take a screen shot of the results. Take a look at the test results to see if there are any entries that look like:

    * * * Request timed out

  4. Now, type "tracert www.yahoo.com" and click Enter
  5. Again, take a screen shot of the results after the test is completed. Take a look at the test results to see if there are any entries that look like:

    * * * Request timed out

  6. If neither test had any entries that said "Request timed out" entries, the issue may be resolved. Try to access Tracker again.

    If both tests had "Request timed out" entries, talk to your network administrator to see if there is a network issue/outage that could be causing these issues. You can also proceed with the next steps if there is no known network issue/outage causing these issues.

    If you only saw "Request timed out" entries in the test to the Tracker server (not in the test to www.yahoo.com), proceed with the next steps.

  7. Go back to the command window and type "ping -f -l 1408 <tracker server>" where "<tracker server>" is the host name or IP address you use to browse to Tracker. For example,

    If your Tracker installation is hosted by NetResults: you use a link similar to "http://ws54.nrtracker.com/yourcompany". You should type "ping -f -l 1408 ws54.nrtracker.com" into the command prompt and click Enter.

    If Tracker is installed on your own server: and you use a link similar to "http://tracker.ourcompany.com/pteval", you should type "ping -f -l 1408 tracker.ourcompany.com" into the command prompt and click Enter.

  8. After the test is complete, take a screen shot.
  9. Now, type in "ping -f -l 1408 www.yahoo.com" and click Enter.
  10. Again, take a screen shot after the test is complete.

    Take a look at the results for both tests. If you see "Request timed out" in the results, proceed to the next step. If you don't see "Request timed out" in either set of results, the problem may be resolved, try accessing Tracker again.

  11. Try browsing to www.yahoo.com, www.google.com or the host name or IP address you use to browse to Tracker. For example,

    If your Tracker installation is hosted by NetResults: you use a link similar to "http://ws54.nrtracker.com/yourcompany". You should browse to "http://ws54.nrtracker.com".

    If Tracker is installed on your own server: and you use a link similar to "http://tracker.ourcompany.com/pteval" to access Tracker, browse to http://tracker.ourcompany.com. If you are able to browse to these sites successfully, proceed to the next step.

  12. If you are using Windows XP, use Method 1 in the section called "Fixing or Working Around a Black Hole Router" in this Microsoft Knowledge Base article. Then, try to access Tracker.
Workaround
None