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Forum thread: Ipad Synchronisation Failure
| Renee Jordan 07 January 2013 23:11 |
I have purchased the Ipad app and downloaded the STEARsoft program and installed it on my PC (Win7). Both PC and Ipad are on the same wireless network, PC pings correctly and has been made discoverable on the network. I have also tried switching off the firewall. Unfortunately, the app still cannot discover the PC server, giving the error (972)when PC name is used and timing out with error (966) when IP address is used. I am piloting this app for our school and require assistance. |
| Renee Jordan 08 January 2013 00:22 |
As is Murphy's law, as soon as you post an issue it resolves itself. I tried connecting the Ipad via an ad hoc connection (just to confirm connectivity) then connected both back to the wifi network. I suspect the re-connection solved the issue but I would still appreciate any suggestions as to possible settings which cause synchronisation issues for the benefit of teacher training. Thanks. |
| Marcus Butler (STEARsoft) 08 January 2013 07:44 |
Dear Renee, Thank you for your posts. Things to check should something like this happen again... Firstly, check that you've given the iPad time to properly connect to the WiFi network and that it has properly joined (wifi symbol on top bar). So if a Sync fails, consciously check this before pressing the retry button. If you have a weak WiFi signal in a location, this can catch people out like this as it comes and goes. Secondly, you can try firing up Safari from your iPad to check network connectivity, and even point it at the STEARsoft server, remembering to add :13031 at the end of the URL address (basically copy how the web interface works on the pc installation). If you have a school intranet, you could put a web link on the intranet to take people to this. I hope this helps. Please do post back with other questions and all feedback, good or 'constructive' is welcome and appreciated. Yours, Marcus |
| Colleen Carter 11 August 2014 12:21 |
Hi Marcus, I am having the same issue and it is coming up with error 966. I am lost for what to do and becoming frustrated at this point. I am using the Lite version of the program/app to see how it will work for me before purchasing the full version. Help please Colleen |
| Marcus Butler (STEARsoft) 11 August 2014 20:46 |
Dear Colleen, Thank you for your post. I'm sorry to hear of your frustration. I trust you have already read the previous response and have checked your WiFi is on and with a strong reliable signal (web pages work and are quick to load). I believe error 966 says "Timed out trying to connect". This is because the network connection is not working for some reason (it's as if the server doesn't exist, isn't switched on, has been unplugged or moved to a different network address). Unfortunately these are often the most frustrating problems to resolve as they can be for any number of reasons (many of which are nothing to do with STEARsoft, but to do with configuring a home or office network correctly). The way to resolve these is to get indicators which gradually point to the problem. The first thing to verify to help identify where the problem may lie is to answer these 3 questions: 1) Have you successfully installed a STEARsoft server on a Windows PC on the same network. Is it on and working (you can use STEARsoft on the PC it was installed on) 2) Were you then able to 'Autodiscover' the server from your iPad ('Synchronisation Setup' - 'Add Server' - Your server should then appear for selection. Can you STILL do this process? 3) Has synchronisation ever worked (did it work, and has it now stopped for example?) Check steps 1 and 2 are still good even if they were previously fine - they verify elements of network connectivity. Please get back to me with a response to this and I can then help us move closer to resolving the problem. Thank you for your patience. Yours, Marcus |
| Colleen Carter 12 August 2014 04:05 |
Hi Marcus My wifi is working fine and I'm not having issues with any other site. When I choose to setup Synch on my iPad, it won't automatically find a server. Colleen |
| Marcus Butler (STEARsoft) 12 August 2014 08:16 |
Thank you Colleen, That points to step 1. Are you able to verify all of step 1 above is done and working? Yours, Marcus |
| Colleen Carter 12 August 2014 12:14 |
Hi Marcus Step 1 is done correctly but I can't auto discover to server on my iPad . I have been using STEARsoft on my laptop without any issues. I even uninstalled it and installed it again and I still can auto find the server but can use it fully on my laptop. Colleen |
| Colleen Carter 12 August 2014 12:21 |
It is now saying error 972 unable to connect to server and I'm totally lost of what to do next :( |
| Marcus Butler (STEARsoft) 12 August 2014 14:25 |
Hi Colleen, Error 972 is usually due to the network failing completely (rather than just failing to route correctly to the server). You get this error if you switch off the WiFi and try to Sync for example. It boils down to pretty much the same as error 966 though. The laptop working on its own, but the autodiscovery not working points to having to resolve some kind of Network issue. Are you at home, or on a network in a school for example? If you're in a school or on some other managed network, whoever manages your network will need to open certain 'network ports' to enable STEARsoft network traffic to not be blocked. On a home network, such ports are usually open by default. If you are at a school, the information about which ports to 'open' is in the 'Installation' part of the 'Technical Administrators' section of the Help Manual (on the Laptop install of STEARsoft). Before going much further it's also worth checking that Autodiscovery is enabled: On your laptop, go to the Administrator Login, then view the 'Autodiscovery settings' page, and ensure the Autodiscovery feature says Enable. To trouble-shoot the network we need to check that your iPad is able to 'see' your laptop on the network. You can download many free 'ping' Apps that do this. I've used 'Network Ping Lite' (by MochaSoft) quite successfully. Determine the IP address of your laptop and then use 'Network Ping Lite' to ping that address. You should get responses which effectively verify that the devices are not being blocked from seeing each other. You will either get no response, some responses, but with errors, or 100 successful responses. Report back, and depending on what happens will determine how we go from there. If you want to jump ahead, most of what I will lead you through is in the 'Help' on the iPad install of STEARsoft in the 'Troubleshooting' or 'Autodiscovery doesn't work' sections. Yours, Marcus. |
| Marcus Butler (STEARsoft) 13 August 2014 10:56 |
Regarding Autodiscovery being enabled (above), it is automatically enabled on a Non-School deployment, and enabled by default for a School deployment, so don't worry about that. Unless you've gone into school mode and deliberately switched it off this will be fine. (It's not even an available option to switch off for Individual deployment mode.) |
| Marcus Butler (STEARsoft) 18 August 2014 14:23 |
Colleen, I don't know if you've solved the issue, but having come back to this, the most likely issue is a firewall on your laptop blocking STEARsoft. There is an easy way to test this - simply switch off the firewall (you can find this in Windows Control Panel) and see if it starts working. If it is the firewall, then you need to add stearserver.exe as an exception to stop it being blocked. The path in full will be something like: C:-Program Files-STEARSoft-Reg-stearserver.exe (With slashes instead of dashes). Hopefully that will be the solution to get it working for you. Yours, Marcus. |
| Melanie Monro 10 October 2014 12:30 |
Hi, I am having a similar issue. Ipad wont auto-discover the server and when i try to put it in manually it just error messages me 966. I have pinged the computer and they are fine talking to each other. I have turned off my firewall and it still wont autodiscover the server and still wont manually connect. im finding it very irritating. I have deleted the app and then reinstalled it and still nothing. Mel |
| Melanie Monro 10 October 2014 12:56 |
SO i managed to get it to auto discover but im still getting error message 966 when i try to synchronise. Any suggestions? Mel |
| Marcus Butler (STEARsoft) 10 October 2014 13:25 |
Dear Mel, thank you for your post. That does sound frustrating. It sounds like you have read and tried the things I would suggest already. What sort of network are you on? Is it a home network, or a school? Is the server on a wired connection or a Wi-Fi connection too? Knowing your network setup in this regard might help me think of the next step. Yours, Marcus |
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