Basic Unable to Connect Troubleshooting

This page will explain basic troubleshooting tips for an Unable to Connect in both TRAKnet v2.0 and TRAKnet v3.0.

TRAKnet 2.0

The below steps will explain how to identify, troubleshoot, and what steps to take next when faced with an unable to connect in TRAKnet 2.0.

What is an Unable to Connect?

An unable to connect error in TRAKnet is when the workstation computer cannot access the server computer for any possible reason. This could be because the server computer is off, the information is incorrect, or a larger issue is occurring with the network or database.

An unable to connect error states "Unable to Connect" and appears as below:

unabletoconnect.JPG

Basic Troubleshooting

There are several basic steps to take first that may solve this issue:

  1. Confirm that the server computer is turned on and is connected to the internet. TRAKnet cannot access your database if the computer where the database is located, aka the server computer, is not turned on and online.
  2. Close out of TRAKnet and reopen. Sometimes TRAKnet or your PC may have momentarily been unable to access the server - simply restarting the application may resolve the issue.
  3. Confirm that the information for the server computer is entered correctly in TRAKnet.

Typically, unable to connect issues can be quickly and easily solved with the third step. Computers that have had TRAKnet newly installed often face this issue; likewise, a change in the server computer name maybe cause this problem.

To confirm the information for your server computer is correct in TRAKnet, click "Setup" on the login screen. This will open the below window:

unabletoconnect2.JPG

The Setup screen in TRAKnet contains the following information:

My Server — This field contains the name of your server computer\the name of your TRAKnet instance. For example, "MyServer\traknet" is a typical server name configuration. The easiest method to confirm this information is to connect to a computer where TRAKnet is not receiving the Unable to Connect error, and click Setup. Confirm that the information matches, as this will be identical on all PCs.

My Database — This field contains the name of your database. While this may vary for each user, there are three common naming conventions used in the history of TRAKnet: "leum" for users who have used TRAKnet for many years; "bmx" for clients who have used TRAKnet for 2+ years; and "traknet" for newer clients.

Finally, the "Use SQL Server Authentication" check box must be checked for TRAKnet to connect to your server computer and database.

Next Steps

If the above steps do not resolve your Unable to Connect error message, it is possible that something more technical is happening, and it is recommended your office reach out to the TRAKnet Support Center at 855-944-2995. To expedite your issue, please have the following information available when calling:

  • The name and location of your server computer. TRAKnet Support may need to connect to your server computer as well as the computer that cannot connect, so please be sure to confirm this is possible.
  • The name of your IT provider and contact information in the event general IT is required as well.
  • The name of your practice and your practice telephone number.
  • Internet access to GoToAssist Customer Support, the tool TRAKnet support will use to connect to your computers.

TRAKnet 3.0

The below steps will explain how to identify, troubleshoot, and what steps to take next when faced with an unable to connect in TRAKnet 3.0.

What is an Unable to Connect?

Unable to connect errors in TRAKnet 3.0 appear differently than those of TRAKnet 2.0. Rather than giving a specific error, a user will know they are unable to connect to the server computer when TRAKnet 3.0 has no information available on the login screen; that is, all drop-down menus for Location, Provider and User are blank, as seen below.

3.0unable1.JPG

Basic Troubleshooting

Unlike TRAKnet 2.0, TRAKnet 3.0 stores the server computer information in a shared database that is tied directly to your Practice ID and Code. As a result, it is your Practice ID and Code you will need on hand to troubleshoot this issue.

Below are some basic steps to take to troubleshoot:

  1. Confirm that the server computer is turned on and is connected to the internet. TRAKnet cannot access your database if the computer where the database is located, aka the server computer, is not turned on and online.
  2. Close out of TRAKnet and reopen. Sometimes TRAKnet or your PC may have momentarily been unable to access the server - simply restarting the application may resolve the issue.
  3. Re-configure your Practice ID and Code.

To accomplish the third step, you will need to follow these steps:

  1. From the login screen of TRAKnet, click Setup.
  2. Enter your Practice ID and Code, which were sent to you upon first installing TRAKnet 3.0.
  3. Click "Auto Configure." This will re-configure your TRAKnet 3.0 settings.
  4. Once this process has completed, click OK.
3.0unable.JPG

If you are still unable to select any options in TRAKnet 3.0, there may be a more technical issue happening behind the scenes.

Next Steps

If the above steps do not resolve your Unable to Connect error message, it is possible that something more technical is happening, and it is recommended your office reach out to the TRAKnet Support Center at 855-944-2995. To expedite your issue, please have the following information available when calling:

  • The name and location of your server computer. TRAKnet Support may need to connect to your server computer as well as the computer that cannot connect, so please be sure to confirm this is possible.
  • The name of your IT provider and contact information in the event general IT is required as well.
  • The name of your practice and your practice telephone number.
  • Internet access to GoToAssist Customer Support, the tool TRAKnet support will use to connect to your computers.
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