There seems to be an issue with older versions of eCatcher, versions < 6.3.5 where they are not reaching the access server. This prevents eCatcher from authenticating and you are not able to login.
You can resolve the issue by updating to the latest version of eCatcher available from the software support page. https://websupport.ewon.biz/support/product/download-zone/all-software
If you have any questions please post a response to this post so that we can address it.
Hello,
I have the same problem, can you please help me!
Hi @avtel,
Have you updated to the latest version of ecatcher?
This error message will also occur if access to our servers are being blocked. If you have already updated you will want to ensure nothing else on your network is blocking traffic. Here a knowledge base that covers the addresses and ports we need access to. https://websupport.ewon.biz/sites/default/files/kb-0209-0-en-talk2m_used_addresses_and_ports.pdf
Deryck
Hi,
yes I updated to the version 6.4 and still the same. Interesting is that it was working before a month, but now I can’t connec’t?
Hi,
Do you have another network connection you can test with, such as a hotspot? Connecting to the hotspot will take you out of your current network and check if it is your office firewall blocking access.
Deryck
Hi,
yes I tried and you are correct. From my mobile phone I can connect. What should the IT guys from my company do?
Thank you and br
If you forward the ports and addresses document and tell them you can not reach the access server they should be able to add an exception to the firewall to allow access. It sounds like they previous only had the old access server whitelisted and need to add the new one used by newer version of ecatcher.
Regards,
Deryck
This issue can be resolved by updating to the most recent version of eCatcher as of 4/10/2019
Yes firewall was the reason… now its ok
Thank you and br