Acano Solution Instrukcja Użytkownika Pobierz pdf (Strona 10)

Collecting Logs

Acano solution: Acano Clients Troubleshooter 76-1045-01-I

Page 10

2 Issues Logging into an Acano Client

If your users are experiencing issues when logging into an Acano client, ask for the error

message and follow the suggested steps in that section. If they do not resolve the issue send an

email to support@acano.com with the following information:

 Software version of Acano solution

 Type of Acano Server or virtualized deployment

 Type and version of the operating system that your client runs on

 Live.json file

 MMP log (see Appendix A)

2.1 Client Reports “no network” in the Login Dialog

Check the network connection – can the user reach standard web sites such as

www.google.com?

2.2 Client Reports “unable to resolve IP address” in the Login

Dialog

This message means that the client is unable to resolve a domain to an IP address.

1. Ask the user to look up the domain using dnslookup.

For example, at the command prompt type your equivalent of

nslookup -type=srv _xmpp-client._tcp.example.com

to see whether the expected IP address and port are displayed, for example:

If there are multiple records, the one with the lowest priority and highest weight is selected

first.

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Acano Solution Instrukcja Użytkownika Strona 10