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Forum thread: Syncronization Failed

Hanuman Pandji
07 June 2010
15:49
I have set up my class details and attempted to synchronize the server to my iPhone and got the following error message:

Failed to connect to server (972).
Please check the server name and port number.

Although I referred to the User Guide which specifically states what my server name and port number is I still get this error message.

Your assistance is appreciated.
Marcus Butler (STEARsoft)
07 June 2010
20:01
Dear Hanuman Pandji,

Thank you for your post.  You are not the first to get this, and there is already an update (currently being verified by apple) that gives much better help and a more meaningful message if something isn't quite correct.

Anyway, on your iPhone, keep tapping the buttons in the top left of the screen to navigate back to the top screen of STEARsoft.  In this screen tap the "Setup" option to enter the "Setup" screen.  It is in this screen that you need to enter all the synchronisation data correctly (and make sure you tap Save at the end).  Until you get the update to version 1.1 also only enter the details of one server (not two).  The details you enter here should more-or-less match what appears in a web-browser when using that interface.

I expect that will be enough for you to progress more successfully.  If not, put another reply here and I can give more detailed help and steps to follow.

Kind regards,

Marcus.
Hanuman Pandji
08 June 2010
02:50
Thanks for your prompt response. I believe my iPhone settings are as you describe.

Please provide me more information on the server configuration requirements.

Here are some of the questions I have about the server:

Is the server you refer to a hard box or an online repository?
Can I access the server remotely using WiFi?
Does my computer need to be on?
Does the fact that I use a virtual Windows platform on a Mac have any issues?
Does anything need to be confirmed or running on my machine?

I look forward to clarification and any further instruction.

Regards, Hanuman.
Marcus Butler (STEARsoft)
08 June 2010
08:14
Dear Hanuman,

The install program found in the download page on this website installs what is meant as a STEARsoft server. It is a server-like application in the same way that a web-server behaves, in that once installed it is used through a web-browser on any network connected computer.

For details of installing and setting up such a 'server', please see the 'How to install STEARsoft' and 'Quick Start' tutorials also found on the main bit of this website (log out of the customer area).

The computer on which you install STEARsoft must be switched on. If connected correctly using a valid network, and providing it is not being blocked by a firewall, you should be able to access STEARsoft using a web-browser from any connected device, including over WiFi.

Try accessing STEARsoft (press the GO button in STEAR-control) on the computer that you install STEARsoft.  Then try using a web browser to do the same from a different computer.  Then try using safari on your iPhone.
Marcus Butler (STEARsoft)
08 June 2010
08:20
...continued.

If you can access the web interface of STEARsoft from your iPhone using Safari and log in to your 'Teacher' account to see your classes etc.  then it should be a small step to synchronise the STEARsoft App.  The synchronisation is over the same IP address and port as the web-interface, so network-wise, if one works, then so should the other.

Regarding a virtual Windows platform on a Mac, this has not been specifically tested. However, if as your first post suggests you have installed the software and set up your class details within a teacher account and can do this through a web-interface, then I would expect the rest to be working.

Thank you for your patience and perseverance.

Kind regards,

Marcus.
Hanuman Pandji
08 June 2010
14:36
Thank you Marcus for your detailed explanation.

I have tried accessing the server (computername:13031) from another laptop computer which is on the same wireless network as well as my iPhone as suggested both without success. The iPhone said that Safari cannot open the page because the server cannot be found.

Any other trouble shooting tips would be much appreciated.

Otherwise, I may need to wait until the advanced STEARsoft app is available. Any idea when this will be available?

Regards, Hanuman.
Marcus Butler (STEARsoft)
08 June 2010
16:38
Dear Hanuman,

Hmmm. The problem appears to be a network connectivity one. I would focus on getting your second laptop working first.

The problem may be a DNS issue (not being able to convert 'computername' into an IP address.)

Try and determine the actual (numerical) IP address of the server computer (on which STEARsoft is installed). If in Windows, open a command prompt and in the command prompt type 'ipconfig' and press return (but without the quotes).  Alternatively type 'ping computername' and then return (again, without the quotes).  Once you have the IP address (something of the form 98.76.54.321 - ie 4 numbers separated with dots), use this instead of 'computername' in the web-browser.

To check basic network connectivity, from your laptop try the 'ping computername' command. This is a basic network test that is completely independent of STEARsoft.

Let me know how you get on.

Thanks again for your further patience.

Kind regards, Marcus.
Hanuman Pandji
09 June 2010
16:50
I found the ip address using the method you describe above. Mind you it is different from the ip address using www.whatsmyip.com.

This appears to have a addressed the failed to connect error. I tried to access the server using Safari on my iPhone and STEARsoft but now receive the time out error (966) instead.

I also note that the ip address:13031 address worked on the windows browser but not the Mac browser on the same computer. I again get a time out message.

Regards, Hanuman.
Marcus Butler (STEARsoft)
09 June 2010
17:28
Hmmm

It will be different to the address given by whatsmyip.com as that gives the address of your router (the ip address seen by the rest of the world), so ignore the www.whatsmyip.com address.

It sounds like an issue to do with the virtual windows session on your Mac.  This isn't something that has been tested, or something that I am very familiar with, except to know that from people like yourself it seems to work on its own.  It could simply be a setting, perhaps a firewall issue.  I shall look further into this, but my findings may not be quite so quick.

When I trouble-shoot this, I will focus my attentions on using 'ping' to start with.  Trying to 'ping' the Mac bit of the PC from the Windows bit and vice-versa.

Unfortunately unless this communication problem out of the virtual windows session can be sorted out, the only solution would be to move STEARsoft to an actual Windows computer, which I imagine you don't really want to do.

Regards, Marcus
Marcus Butler (STEARsoft)
09 June 2010
17:31
Sorry, one last thing,

What particular virtual windows software are you using. Also, what version of that software are you using and are there any particular settings (such as the version of windows) that might be relevant.

Thanks,

Marcus.
Hanuman Pandji
10 June 2010
05:39
I am using Windows 7 Ultimate with VMware Fusion V2.0.5 and STEARsoft V5.0.0.

Can I have the server running on both machines or do I need to uninstall the Virtual Window server.

I will install the software on the PC in the meantime.

Thanks for your assistance.

Regards, Hanuman.
Marcus Butler (STEARsoft)
10 June 2010
08:05
Dear Hanuman,

You don't need to uninstall the Virtual Window server. Your web-browser or iPhone will connect with whichever one you enter the ip address for, so extra servers are ignored.

I hope you have better success with the PC installation. I'm sorry the VMware route has been so frustrating for you.

The STEARsoft Lite 1.1 update is now approved and available in the App Store. This wouldn't fix the network connectivity issue to the Virtual Windows setup you had, but I recommend updating, as there have been a number of improvements that may help guide a more successful attempt when connecting with the PC installation.

Though we will try at some point to look further into any settings required or potential short-comings with VMware, please don't hold your breath on this as this is getting beyond the manageable scope of STEARsoft support; providing a true Windows environment including network connectivity is really an issue for VMware.

Regards, Marcus.
Hanuman Pandji
12 June 2010
06:34
I recreated a new administration and teacher data on a windows based PC. Tried to synchronize using the IP address and found that I still get a time out error. When I used the computer name I got a failed to connect error.

I have viewed all the video tutorials and have set up my account and classes as shown.

Could you have a look at my class setting and tell me if these are correct as there may be something that is missing or not ready for me to synchronize.

Regards, Hanuman

Marcus Butler (STEARsoft)
12 June 2010
10:14
Dear Hanuman,

the problems you describe are still all network connectivity problems. Again, before trying further with SEARsoft on your iPhone, check that youcan successfully 'ping' your windows PC from your other computers. You should also be able to connect to your windows PC using Finder on your Mac. If you can't do this, then you may need someone to help you configure your network.

Once you can connect as above try accessing STEARsoft using a web-browser.  If that doesn't work then it is very likely that a firewall is blocking the network traffic. You could try switching it off on the Windows PC or configure it to allow port 13031 and connections to stearserver.exe through the firewall.

Once you can access STEARsoft with Safari you are very close to being able to use your iPhone.

Regards, Marcus
Marcus Butler (STEARsoft)
12 June 2010
11:11
One other thing to check on your iPhone is that you are connected over WiFi to your local network and it's not trying to connect over your 3G connection. You must be connected to your local network over WiFi.

Marcus
Marcus Butler (STEARsoft)
12 June 2010
11:45
I've found a useful free iPhone App that may help check your network connection. It is

Network Ping Lite
by MochaSoft

Use the Ping feature to test network connection to a computer by name or IP address. If you don't know the name or IP address, use the 'Ping Subnet' feature to find out which IP addresses you are connected to (they go green).

Regards, Marcus

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