RESX Troubleshooting Part 1

 

Our first recommendation is to try using Secure Mode in all areas of RESX including the Login Page.  https://www.resx.com/login.aspx

 

Gather the following information from the customer:

 

 

1. What error message are you getting and at what point in the session do you receive it?

 * Request a screen shot of the error be attached to the response.

 

 

2. When and how often does the problem occur?

 

 

3. Are you able to move around from page to page quickly?

 

 

4. Do the problems surface only when accessing availability or processing contracts? 

 

 

5. Can you access www.resx.com or beta.resx.com?

 

 

6. Can you access http://12.96.163.20 or http://12.96.167.225 ?

 

 

7. Are you accessing the site in secure (https) mode or http?

 

 

8. If you access the site in secure (https) mode, does the problem go away?

 

 

9. What are your external publicly routable company IP address(es)?

* The customer will be able to get this from someone on their IS/IT team.

 

 

10. What are the DNS addresses your company uses for internet access?

* A member of the customers IT department will be able to give you this.

 

 

11. Do you use proxy server(s)?

* Some customer proxy servers try to improperly cache data.

 

 

The more information we gather at the time the problem is discovered, the better chance we have of finding a quick solution.  For example, the constructive manipulation of air contracts has improved performance on many sites.  Without this information, we cannot properly diagnose the problem and resolve it.

 

 

 

 

 

 

RESX Troubleshooting Part 2

 

 

Have the customer run a TRACERT to 12.96.163.20.

 

This should be done on the DMZ network outside of your firewall/proxy servers.  It is important for you to understand this means outside of the firewall. Many firewall rules do not allow PING and TRACERT traffic.  Therefore, if you test from inside the firewall, your results may show you timing out immediately - never reaching the Internet.

 

We suggest the test be performed several times throughout the day.  Please conduct the test once in the morning,  then at mid-day, and then in the late afternoon.

 

Please begin the trace route by clicking on the Start button on the lower left hand corner of your PC or desktop, and then clicking RUN. Type in COMMAND and hit enter. A 'DOS' window will open. At the C prompt, enter TRACERT 12.96.163.20 . Once completed, please attach the results to an email and send it to our support team. We will provide feedback as quickly as possible. 

 

Thanks for being a valued customer of TRX!