I’m having the same problem with the customer, but would like to give him some guidance. How can I send you the log file?
If your customer uses a different network like a phone hot spot or a guest wifi, does the issue still occur? This is normally due to a network or software restricting traffic to our access server.
It’s on the same network - same situation. They tried the Connection Tester and it works with the proxy setting, etc. I know it’s probably a destination address with 443 or 1194 block problem; but I’d like to be able to cite their specific log file to pass along to their IT before they start asking them to make changes.
As seen in the previous topic, the log file is located here:
From the login page go to setting and generate a zip file that you can upload.
Thanks - I have that from the customer, I just wanted to know how to send it to you - not seeing where I can do that.
Thank you for the file.
In the ecatcherError.log file, you have multiple errors indicating that eCatcher could not access/authenticate with eCatcher.
Error seen below:
2018-05-04 12:40:18,323 ERROR - Exeption Handled :Server communication error : client.api.talk2m.com
The reason this occurs in 99% of scenarios is due to a firewall restriction preventing access to our server. Now while we believe it is in relation to a port restriction, it could absolutely be an address issue, a network applicance altering the SSL certificates thus invalidating them or any number of other issues.