iDataFax Troubleshooting
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1. 3 130 48 ms 7 ms 13 ms core2 bgp mountaincable net 24 215 3 186 5 17 ms 13 ms 8 ms gw hydroone torontointernetxchange net 198 32 245 48 6 10 ms 10 ms 7 ms 142 46 128 10 79 ms 11 ms 10 ms 142 46 3 50 8 9 ms 28 ms 10 ms bb1 core HAM AAA G72 v3943 fibrewired ca 216 185 67 181 9 HHSCPopulationHealthInstitute HAM AAA unused66 fibrewired on ca 216 185 64 66 reports Destination net unreachable Trace complete Step 3 This command shows that a connection to the SSL port 443 that 1DataFax uses for secure communications does connect somewhere The screen will clear pressing the Enter key will show some response on the screen but nothing usable At this point the only way to stop the process is to close the window C gt telnet edc phri ca 443 Expected result clears screen Enter key shows some response on the screen but no usable actions can be performed If you do not get any response or a timeout message please note that as that would indicate that the specific port required is not available You will need to click on the upper right x to close the window Last Updated 2010 06 07 Population Health Research Institute Hamilton Health Sciences McMaster University mi w Heath Through Knowiedge PHRI Step 4 If the previous steps are successful but you have inconsistent connectivity or performance problems with you iDatafax connection then try the following tests These two tests check your network p2. Hamilton Health Sciences McMaster University ea Population Health Research Institute Hoalth Trough Knowiedge PHRI iDataFax Troubleshooting About iDataFax e iDataFax is a client application that connects back to a server at the PHRI based in Hamilton Ontario Canada e tis not known to interfere with any software and should work on desktops or via a Citrix installation e The iDataFax client has no license restrictions e iDataFax does not use any local database all information is stored centrally on the PHRI server in Hamilton Ontario Canada e iDataFax client communicates with the server over the internet using SSL technology which provides encryption and secure identification of the server This is the same technology used for internet banking e The 1DataFax 4 0 client application supports proxy servers see Section Configuring Proxy Server Minimum Computer Requirements e TCP IP Networking 512kbps internet connection speed or better e Operating system Windows 7 Vista XP 2000 Mac OS X Solaris or Linux e 200MB of disk space Required Disk Space e No data is actually stored on your computer Once data is entered it is sent via the Internet to the data server at the Project Office Therefore the amount of space required to download and install the software is minimal The software itself 1s approximately 50 200 MB Connecting to iDataFax Server When trying to log into 1DataFax I get an error m
3. Population Health Research Institute LS Hamilton Health Sciences McMaster University mi p s Heath Through Knowiedge PHRI After connecting to www pingtest net you should see the following screen _BEGIN TEST T RR PSI SE a S COD For iDataFax to work reliably the information packets travelling from iDataFax on your computer to the PHRI DataFax server in Hamilton must not be lost during transmission The ping test will validate that your Internet connection is reliable in that it doesn t lose network packets There should be no lost ping packets If there are any lost ping packets then 1DataFax will not work reliably and will disconnect from the PHRI DataFax server Select a local reference site first and then a site in Canada to compare the tests You should work with your IT service department to resolve any issues related to either lost ping packets or Internet performance issues Contacting PHRI for more help If you cannot connect then the output of the above tests would be helpful for PHRI staff to work with you to resolve the issue Please send any output to PHRI ICTHelpDesk phri ca with the subject of iDataFax Troubleshooting Indicate your name e mail address phone number and any more information you can provide Study Site idatafax user account name international hours of operations for follow up Alternatively you can contact us by phone at the study help line number and selecting option 2 for IT su
4. erformance Please report these performance numbers to your local IT service department iDataFax requires a reliable and reasonably fast connection through the internet from your computer to the PHRI DataFax server in Hamilton Ontario Canada To test your Internet reliability and performance you can use two free and accessible web sites These are www speedtest net and www pingtest net After connecting to www speedtest net with any web browser you should see the following screen gt Speedtest net The Global Broadband Speed Test Windows Internet Explorer provided by PHRI Al JE http www speedtest net x hconvert Pd select Gly Favorites S33 Web Slice Galery Free Hotmail TEST NET World Results help Step Ste D Increase your PC s Speed DOWNLOAD IMPROVE DOWNLOAD SCAN SPEED it settings about contact Step 216 185 73 130 Hamilton Hydro FibreWired Maggy Rate Your ISP You can select a reference site shown by the gold star that is close to your location and select Begin Test Verify that the Internet performance is what your IT department expects The speed will vary depending on who else is using the Internet connection at your company at the time of the test Now select Hamilton Canada from the map and test again The connection speed should be at least 512kbps SMbps or better in order to maintain proper performance Last Updated 2010 06 07 H R
5. essage Error HTTP request failed Please talk to your computing department and make sure port 443 is open If you are using a proxy server please configure the proxy server see Section Configuring Proxy Server Additional explicit information about the PHRI server if required The edc phri ca server external IP address 1s 216 185 73 34 Last Updated 2010 06 07 Population Health Research Institute 3 Hamilton Health Sciences McMaster University Health Through Knowledge PHRI Configuring Proxy Server If your IT department has installed a proxy server to filter requests sent to other servers on the internet follow the following instruction to register the proxy server 1 Start the iDataFax 4 0 client and you should have the following window appear oF iDataF ax DataF ax Data Management i D ata r ax Yersion 4 0 1 Login Mame Passmord 2 To configure proxy setting click on the a button next to the DataFax server name to get the following window appear DF Configure Proxy Server _ Use Proxy Server Proxy Type HTTP SOCKS amp Port Save username and password Last Updated 2010 06 07 on Population Health Research Institute uy Hamilton Health Sciences McMaster University ms Health Thiraugn Knowledge PHRI 3 On this window check off the Use Proxy Server check box to have the proxy server settings become active as seen here oF Configure Pro
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7. ther all this information using either screen shots and follow the reporting instructions below to report this information to PHRI Gather your current local IP address and your public IP address On a Windows machine you can get your local IP address by going to Start gt Run and typing command This will bring up a prompt window at the prompt please enter ipconfig This will return your machine s IP address Note this may be an internal only IP address Last Updated 2010 06 07 Hamilton Health Sciences McMaster University ea Population Health Research Institute Hemh Through Knowiedge PHRI There are a number of web sites that can gather your public or external IP address Please visit http whatismyipaddress com or http www showmyip com and note what public IP address you are coming from This is important to help us troubleshoot certain networking issues Troubleshooting Steps and information gathering Step 1 In the command window confirm you are able to resolve the name of the server C gt nslookup edc phri ca Server lt name of local DNS server gt Address lt address of local DNS server gt Name edc phri ca Address 216 185 73 34 Step 2 Trace the route of traffic from your site to PHRI C gt tracert edc phri ca Tracing route to edc phri ca 216 185 73 34 over a maximum of 30 hops 1 lt 1 ms lt 1 ms lt 1 ms 192 168 0 1 27ms 6 ms 7 ms 10 150 0 1 3 11 ms 8 ms 11 ms 24 215
8. xy Server se Proxy Server faxy Type HTTP O s5055 Save username and password Cancel 4 The settings that you choose for your proxy server are dependent upon your specific environment You should contact your IT support staff to get the proper settings for the following window The mycompanyproxy domain com in the screenshot is just an example Note If you were using Proxycap previously then you can use the same settings configured for Proxycap for iDataFax proxy settings You should not configure Proxycap to help proxy iDataFax 4 0 client connections DA Configure Proxy Server Use Proxy Server Proxy Type HTTP Socks 5 Proxy Server mycompanyproxy domain com Port 8080 Username Password Save username and password Last Updated 2010 06 07 Population Health Researcn Institute Hamilton Health Sciences McMaster University Sa Health Through Knowledge PHRI 5 After adding your proxy server information you then click on OK and the you will see the following iDataFax 4 0 window 3 Dataa DataFax Data Management iDataFax Login Mame Password wey Catatax corr Notice that the ad button has changed to appears as mj This indicates that a proxy server has been configured to be used in the iDataFax 4 0 client program What steps can I take to troubleshoot the iDataFax server connectivity Here are different steps to test your connectivity to the 1DataFax server Please ga
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