eOfficeMgr

Can't connect to the remote server.  Is your Internet connection working properly? - The first thing to do if you have trouble connecting to the remote server is make sure you are first connecting to the Internet. Can you browse to the web sites you usually access? If you can't or the response is very slow, contact your computer or network support person or your Internet service provider.

Is your Remote Desktop Connection program properly set up? - Start your Remote Desktop Connection program but don't click the Connect button. Instead, click the >>Options button which reveals the settings needed to connect to the remote server. The Computer: box should contain either "162.42.218.102" or "162.42.218.106", without the quotes. The Domain box should contain "eofficemgrweb" without the quotes. You don't need to enter your user ID or password here.

Can you see the remote server logon box? - A few seconds after you press the Connect button of your Remote Desktop Connection program, you should see a screen similar to the one below. Enter your user ID and password and click OK. If you can't log on at this point, capture any error message on the screen using the instructions on the Hosting Support page of this site and contact your hosting support person.

It takes a long time to log on or off.  If the response time while working on the remote server is good, but logging on and off take a long time, you probably have files and folders saved to your remote desktop. You should save files only to the "My Documents" folder on the remote server. This insures your files get backed up properly and keeps log on and off times brief.

You get disconnected frequently.  Frequent disconnects are almost always a result of intermittent network or Internet problems. Once you're sure your network and Internet connection is operating correctly, open a DOS prompt. On your local computer click Start | Run and enter "cmd" in the box without the quotes. Then press OK. You should see a window like the one below.

Enter the following phrase: "tracert 162.42.150.33" without the quotes and press Enter. Then the following information will appear a line at a time.

This shows you how many routers or nodes your connection goes through on the Internet from your computer to the remote data center and whether any of those routers have problems. The 2nd, 3rd and 4th columns reflect the response times in milliseconds (ms) of each of three test signals sent to each router along the path. Response times of less than 80ms are superior. Response times of 80ms to 120ms are acceptable. Customers using phone modems to connect typically see response times of 150ms or more. If you see response times of several hundred ms, then there is probably a problem on the router producing those kinds of numbers. Asterisks ( * ) indicate the router didn't respond at all and could (but not necessarily) indicate a problem with that router.  This information is a snapshot and only reports what happened at the moment you did the trace.  Run the trace several times to get a better idea of what's happening. If you see a problem repeatedly, capture an image of this screen and e-mail it to your support person. See the Hosting Support page of this site if you don't know how to capture a screen image. If there is a problem on one of the routers that doesn't belong to either Cybertrails, our data center provider, or your Internet Service Provider, then there is not a lot that can be done immediately. However, please be aware that these nodes are on national Internet backbone networks and the owners of the routers know when a problem exists and work very diligently to correct it as soon as possible. Internet problems don't usually last more than a few hours, at most.

You get disconnected after a brief period of inactivity.  Assuming you don't have network or Internet connectivity issues as discussed above, then the problem is probably that an idle session time-out setting is too brief.

Your Internet Service Provider may automatically log you off the Internet after a short period of inactivity.

Also, we have the ability to log you off our server after a period of inactivity. The default idle session limit on our server is 1 hour. If you don't work on the remote server for an hour, your session will automatically be changed from an active session to a disconnected session. A disconnected session requires you to log back on but you will come right back to where you were in your application at the time you were disconnected.  The default idle time limit for a disconnected session is 15 minutes. After 15 minutes, a disconnected session will automatically be terminated, closing any open applications. These settings on our server can be set individually. So if you want your settings changed, just send an e-mail request to your support person.

 You get disconnected when you start a VPN connection.  Starting a VPN connection while a connection using Terminal Services (this is what you use to connect to our server) is open will cause the Terminal Server connection to be broken. If you want to have both types of connections open at the same time, start the VPN connection first, then the Terminal Services connection.