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s5oc_rdweb_portal_access [2018/11/06 10:50]
dcartwright
s5oc_rdweb_portal_access [2018/11/06 12:24] (current)
dcartwright
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 If the RDWeb portal is unreachable,​ this document will help to troubleshoot and diagnose the issue. If the RDWeb portal is unreachable,​ this document will help to troubleshoot and diagnose the issue.
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 +<note important>​Please note that the information contained in this document may offer a viable workaround until the root cause has been identified. If you are unable to access certain websites, please contact your ISP for assistance.</​note>​
  
 ===== Procedure ===== ===== Procedure =====
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   - Open a Command Prompt.   - Open a Command Prompt.
     - Press the **Windows key + R** ''​(⊞ + R)''​ to bring up the Run dialogue box     - Press the **Windows key + R** ''​(⊞ + R)''​ to bring up the Run dialogue box
-    - Type: **cmd** and press **Enter** +    - Type: **cmd** and press **Enter** ​\\ {{ :cmd.jpg |Run Dialogue Box}} 
-  - At the prompt type: ''​**nslookup systemfiveoncloud.com**''​ - the result of this will test your default DNS servers. Expected result is that the IP address of systemfiveoncloud.com is show (e.g., 40.112.254.140). If the result is "DNS request timed out." is shown, move on the the next step. +  - At the prompt type: ''​**nslookup systemfiveoncloud.com**''​ - the result of this will test your default DNS servers. Expected result is that the IP address of systemfiveoncloud.com is show (e.g., 40.112.254.140). If the result is "DNS request timed out." is shown, move on the the next step.\\ {{ ::​nslookup1.jpg |Default DNS Server}} 
-  - At the prompt type: ''​**nslookup systemfiveoncloud.com 1.1.1.1**''​ - The "​1.1.1.1"​ specifies the CloudFlare DNS servers. Other DNS servers can also be used: Google: 8.8.8.8 & 8.8.2.2; OpenDNS: 208.67.222.222 & 208.67.220.220;​ Comodo Secure DNS: 8.26.56.26 & 8.20.247.20 +  - At the prompt type: ''​**nslookup systemfiveoncloud.com 1.1.1.1**''​ - The "​1.1.1.1"​ specifies the CloudFlare DNS servers. Other DNS servers can also be used: Google: 8.8.8.8 & 8.8.2.2; OpenDNS: 208.67.222.222 & 208.67.220.220;​ Comodo Secure DNS: 8.26.56.26 & 8.20.247.20 ​\\ {{::​nslookup2.jpg|Default DNS Server}} {{::​nslookup3.jpg|Default DNS Server}} ​ 
-  - If alternate DNS servers resolve correctly, then it is possible to do one of the following: update the router to specify alternative DNS server or set up the the local computer'​s Network Interface Card to use an [[s5oc_rdweb_portal_access#​NIC Alternative DNS|alternate DNS server]].+  - If alternate DNS servers resolve correctly, then it is possible to do one of the following: update the router to specify alternative DNS server or set up the the local computer'​s Network Interface Card to use an [[s5oc_rdweb_portal_access#​NIC Alternative DNS|alternate DNS server]]. Please note that Windward Support are unable to make changes to your router or network adapter settings.
   - If systemfiveoncloud.com does not resolve using an alternative DNS server, please contact Windward Support for assistance.   - If systemfiveoncloud.com does not resolve using an alternative DNS server, please contact Windward Support for assistance.
  
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   - Press the **Windows key + R** ''​(⊞ + R)''​ to bring up the Run dialogue box   - Press the **Windows key + R** ''​(⊞ + R)''​ to bring up the Run dialogue box
-  - Type: **ncpa.cpl** and press **Enter** +  - Type: **ncpa.cpl** and press **Enter** ​\\ {{ ::ncpa.jpg |Run Dialogue Box}} 
-  - Select the Network Adapter used for your Internet connection, Right-click and select **Properties** +  - Select the Network Adapter used for your Internet connection, Right-click and select **Properties** ​\\ {{ ::​ethernetproperties.jpg |}} 
-  - Select **Internet Protocol Version 4 (TCP/​IPv4)**,​ then click the **Properties** button+  - Select **Internet Protocol Version 4 (TCP/​IPv4)**,​ then click the **Properties** button ​\\ {{ ::​ethernetproperties2.jpg |}}
   - Select **Use the following DNS server addresses**   - Select **Use the following DNS server addresses**
-  - In the **Preferred DNS server** and **Alternative DSN server** boxes, enter an alternative DNS server that successfully resolved systemfiveoncloud.com in the [[s5oc_rdweb_portal_access#​NSLookup Test|NSLookup Test]] section, step 3. Some suggested DNS servers are: Google: 8.8.8.8 & 8.8.2.2; OpenDNS: 208.67.222.222 & 208.67.220.220;​ Comodo Secure DNS: 8.26.56.26 & 8.20.247.20+  - In the **Preferred DNS server** and **Alternative DSN server** boxes, enter an alternative DNS server that successfully resolved systemfiveoncloud.com in the [[s5oc_rdweb_portal_access#​NSLookup Test|NSLookup Test]] section, step 3. Some suggested DNS servers are: Google: 8.8.8.8 & 8.8.2.2; OpenDNS: 208.67.222.222 & 208.67.220.220;​ Comodo Secure DNS: 8.26.56.26 & 8.20.247.20 ​\\ {{ ::​ethernetproperties3.jpg |}}
   - Press the **OK** button, and close any remaining windows.   - Press the **OK** button, and close any remaining windows.
   - Verify the configuration by typing ''​**ipconfig /​all**''​ at the Command Prompt. Look for the Network Adapter you selected in step 3 and verify the "DNS Servers"​ contains the DNS servers added in step 6   - Verify the configuration by typing ''​**ipconfig /​all**''​ at the Command Prompt. Look for the Network Adapter you selected in step 3 and verify the "DNS Servers"​ contains the DNS servers added in step 6
s5oc_rdweb_portal_access.txt · Last modified: 2018/11/06 12:24 by dcartwright