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I've installed Kinnexus and obtained a username and password, but when I try to log in, I get a "network difficulties" or "server not found" error. What's up?
Many support calls to Telescan are about this very problem, but you can usually solve it yourself. The following procedure is approximately what we use at Telescan:
- Make sure you are connected to the Internet. Test this by using your Web browser (such as Internet Explorer or Firefox) to go to a Web page. If it gets an error, the problem is likely with your Internet connection itself. (If you connect by modem, you must be dialed in. If you are, and it doesn't work, disconnect and connect again, then try again.)
- Be sure you are typing your username and password correctly. (Try again, carefully!)
- Make sure you have spelled the server name and the database name correctly.
- Set your firewall to allow Kinnexus full access to the Internet, or to allow UDP traffic on port 1440. (Usually, allowing the Kinnexus program full access is easier.) Note that there are many different firewall software packages, and Telescan support personnel cannot see your computer screen and walk you through yours. Generally, you can start up your firewall package and look for "setup," "configure," or "customize," and it will take you where you need to go. You may need to consult your firewall documentation or call that company's technical support.
- If none of this helps, contact your network administrator and tell him or her that you need Kinnexus to have access through the firewall.
If this doesn't help, either, call for technical support.
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