|
|
|
|
|
|
| |
Last Updated |
|
| 10/22/2009 10:31 AM |
|
 Print Answer
|
|
| |
The necessary ports are unrestricted and I still disconnect from the updater. |
 |
| |
Question |
| |
The necessary ports are unrestricted and I still disconnect from the updater. |
|
| |
Answer |
| |
If you do not use a router, or if you have confirmed that the required ports are open by speaking with your network admin or removing a personal router, the problem could be due to packet loss, other network problems, or PC problems. Please contact our Technical Support Team so that we can address the issue on an individual basis. Please include the following information so that we may better assist you.
We have a small utility that will run traceroutes, pathpings, and port tests to our servers; please run this test so that we will have some data regarding your connection. Make sure that you are connected directly to your modem during this process.
To download the network tool, please browse to the following link:
Network Tool
If the above link does not work, you may need to set your FTP mode to passive. If you are using Internet Explorer, this option is located in the menu Tools > Internet Options... > Advanced > Use Passive FTP (for firewall and DSL modem compatibility).
Right-click the "netinfotool" file and choose Save As. Save the file to your desktop. After the download is complete, double-click the file on your desktop. Follow the on-screen prompts. The tool will take from 5-15 minutes to run. It will create two new files, one named "EULA" and one named "network_data_coh", in the same folder where you saved the test utility. Please use the Ask a Question tab to send the "network_data_coh" file to our Technical Support Team.
Please also send us as much of the following information as possible:
- A thorough description of the problem, including the exact text of any error messages received.
- What type of connection do you have (cable, DSL, dial-up)?
- Are you on a home, campus, or business network?
- Are you using a router?
- Who is your Internet service provider?
- Where are you located?
- Are you connecting through a router or hub? If so, what is the name and model number?
- What firewall software do you have installed?
|
| |
| |
How well did this answer your question? |
| |
|
| |
|
| |
Users who viewed this answer have also viewed |
| |
|
|
|
|
