Troubleshooting Connectivity

No Internet Connectivity

• The best connectivity test is going to be the one performed on the same or similar device or computer as the one having problems, and on the exact same network subnet or wifi access point.
• Check if the issue is only affecting one device or many. Check if other devices using the same network have issues too.
• Contact your IT or network department or IT contractor.
  • For small operations, you might reboot your Internet modem and/or routers if you can do so without disturbing operations, wait 5 minutes and try again. If problems persist, contact your internet service provider.
• See also Advanced troubleshooting below

Slow Access

Are you getting the speed you're paying for?

Internet speed test sites

• DSL Reports http://speedtest.dslreports.com/
• OOKLA http://www.speedtest.net/
• Speakeasy http://www.speakeasy.net/speedtest/
• Comcast http://speedtest.comcast.net/
• Verizon http://my.verizon.com/services/speedtest

If only TrackAbout access is slow

Try to pinpoint the scope of the issue by answering these questions:

• Are all pages or mobile actions slow, or only specific ones?
• Does the issue affect all computers or mobile devices or only some or one?
• Are all your locations affected or only one?

Internet access but no TrackAbout Access

Check the TrackAbout Status Page at http://status.trackabout.com

• While at this site, please subscribe to notifications and updates on exactly when our system is being updated.
• If TrackAbout is experiencing an outage, our engineers are likely already working on restoring the service. Feel free to contact the Support team.
• Our status page indicates whether the application web site and the mobile sync services are basically UP or DOWN. It does NOT guarantee performance of all subsystems is optimal. It only monitors and measures basic tests.
• The System Metrics section shows independent, third-party external tests (Pingdom and New Relic) against two specific health check endpoints:
  • Application Web Site - Hits an API which proves the web site engine is up and the database is serving responses.
  • TAMobile 6 Sync Services - Hits an API which proves the service is operational, the queuing system is functional and the database is serving responses. There are still many different queues spread across many different customers, so this doesn’t prove that all queues are perfectly healthy or responding quickly. It’s just an up/down check.
• The Status Page also shows when we are doing maintenance or if we’re having an incident or outage.

Use "Down for Everyone or Just Me" to check if the issue might be just your location or geographical region, or affecting everyone: http://downforeveryoneorjustme.com/app.trackabout.com

Check Internet access using TrackAbout TAMobile

• Launch TAMobile 6 (TrackAbout on the handheld)
• Select Utilities then select CONFIG
• From the drop-down list, select Save Mode and select Wireless Mode

Ping test: Open a command prompt and type:

>ping ping.trackabout.com

Trace Route: Open a command prompt and type:

>tracert ping.trackabout.com

Mobile device

No Connectivity on Mobile Device

• Using the mobile browser, open the Google search page www.google.com. If Google's search page loads, the general Internet is likely OK.
• If device has both WiFi and Cellular turned on, your device will favor the WiFi. Try turning off Wifi to fall back to Cellular and try TrackAbout again.
• In the TAMobile 6 app, use the wireless Lookup feature , entering '111' for serial number or barcode, you should be able to confirm Internet access as well as reaching the TrackAbout servers.

Connecting a Rugged Handheld to a Wireless Network

If you are having problem connecting to your wireless network, contact your IT or network department or IT contractor. See also Advanced troubleshooting below

Testing WIFI

Using a smartphone, several Apps exist to test Wifi signal strength and coverage

Android Free Apps

• WIFI Analyser

iOS Free Apps

• Network Analyzer Lite

Advanced troubleshooting

Miscellaneous Tools

• See Troubleshooting with Ping and Trace Route

Unable to connect to WiFi network from Rugged Handheld

Check and Disable 802.11d

If you are unable to get Internet access but you are connected to Wifi, follow the steps below. This is related to the IEEE 802.11d, a specification that enables support for "additional regulatory domains" such as country information element to beacons, probe requests, and probe responses.

Config Editor

1. Make sure the Wifi Radio is turned on.
2. Make sure to uncradle your device. Depending on your PC settings, the WiFi will not connect if the handheld is in the cradle.
3. Select the config Editor in the Wireless companion (can be different based on your OS). Choose Options:
   1. From the drop-down list, select Regulatory
   2. Settings = USA (if you're in the USA, might be different otherwise)
   3. Enable 802.11d = UN-check this box
   4. Save and Click the 'X' in the upper right to close the app
   5. Back in the Config Editor, click the X in the upper right
4. Enable Internet
   1. Access the Settings - Connections - WIFI. There select Connect to Internet

Questions To Ask To Identify Mobile Connectivity Issues

• Is mobile device traffic VPNed through another connection? Can it traffic be routed directly over the Internet to TrackAbout instead of over the VPN?

• Has any significant performance testing been performed using TAMobile 6 Desktop? Does it perform same/better/worse than handheld? If TAMobile 6 Desktop performs well, then it might be an issue with the speed or age of the handheld devices.

• Can you test with any other make or model of device? Could it be something specific to handheld? (perhaps bad interaction with the wireless APs chosen).

• Do ALL transactions from handheld take a long time or only some. Are there ever fast, sub-1-second transactions? Does TrackAbout ever perform well or is it always bad?

• Have long-duration (all day) ping tests been performed to ping.trackabout.com? Can long-duration tests be run to see if there is any correlation between failure to ping and long handheld transaction times? It would be worth doing parallel all-day performance tests to a number of locations on the Internet to see if all slow down or fail at the same time that users are experiencing problems.

• If there is a time when ping begins returning slowly, have traceroutes been run to determine the node that is failing?

• Is performance variable based on time of day? Could it be congestion on the local network?

• Are there any known “bad actors” or abusers of the local network? Can you detect them?

• Is your network configured to blacklist sites that are known to consume a lot of bandwidth (video streaming in particular)?

• Is it possible to dedicate a VLAN with Quality of Service (QoS) features enabled to ensure adequate bandwidth is provided to TrackAbout? Does the local network even support QoS features?

• Do all devices have problems at the same time? Or is it only some devices that suffer performance problems?

• Is there a redundant Internet service provider or only a single provider? How reliable is the Internet in general?

• Are there local tools available to monitor the health of the local network and connectivity to the Internet?