Why can I not access Fronter?

Written by admin | 10 March 2009
Posted in FAQs - Technical Support

If you cannot access your fronter.com/installation here are a few things that can be done to speed the process of trouble-shooting the issue before contacting the Fronter Service Desk:

• To check your Internet connection, you can do the following:
  
  • Verify you can connect to the Internet, e.g. by opening http://whatsmyip.org/
    Please save the IP address as this can be used to search for logs later.
  • Take a screenshot of the problem as it occurs to you
  • Run 3-5 pings to fronter.com (ie: 'ping -c4 fronter.com')
  • Run a traceroute to fronter.com (ie: 'traceroute fronter.com' or 'tracert fronter.com')
    Click here on how to perform a traceroute
  • Run fronter system test: point browser to https://fronter.com/installation/testdata/system_test.php (replace 'installation' with your building name, ie: croydon)
  • If you have personal firewall software running on your workstation, please make sure that fronter.com/ is not being blocked. If the site has been blocked, please add it as an exception.
• To rule out some browser specific problems, you can do the following
  
  • Try the login with another user, machine and/or browser.
  • Check here for recommended browsers and settings.
  • If you are running Internet Explorer, additionally please do the following:
    • add "fronter.com" among the trusted sites (with lowest security level)
    • check that you have the Java plugin installed and enabled (java.com)

When raising the issue with the Fronter Service Desk, as much information as possible will speed the resolution process.