This section describes troubleshooting procedures if the client cannot connect to a server. When this occurs, the client might display a red
Disconnected from server
notification at the top of its main screen. Some procedures may be specific to a Windows computer hosting the
PTT Pro PC Client
, while some procedures may also be useful on a device operating with Wi-Fi service.
Before proceeding, contact your IT department to obtain the correct [PORT], [PORT-RANGE], and [SERVER] values.
Verify that the firewall is configured correctly. Firewall settings should be checked at multiple levels:
Contact IT to confirm that the enterprise firewall is configured correctly based on the routing information described Configure the Firewall.
Check the device’s local Windows firewall if applicable. If the firewall is enabled, try the following options:
Turn the Firewall off.
Follow the instructions for your Windows release to allow an application (For example, Zebra PTT Pro) through the firewall.
Check if the device is running an Anti-Virus/Firewall program, such as Bitdefender.
If such as program is running, then inspect if its configuration/rules are blocking the Zebra PTT Pro client network operation.
Consider adding an exception, such as adding the Zebra PTT Pro or its network routes to the white list of allowed operations. Otherwise, consider disabling the Anti-Virus/Firewall program temporarily to test the Zebra PTT Pro client program operation without it.
Verify that the device has internet connectivity.
Ping a well-known address (for example, ping
www.google.com
). If the ping command is successful, the device has internet connectivity. You may also ping the PTT servers, for example
ping provision.pttpro.zebra.com
.
Verify if the device's IP address is constant or changing over time.
Does the device’s IP address change over time? Each time the device’s IP address changes, the dispatch client will re-register with the server.
Display the device’s IP address at different times (for example,
ipconfig
command for Windows) such as each hour or day and note the
IP Address
value each time.
Verify that the Zebra PTT Pro client can connect to the
PTT Pro Server
TCP port.
There are multiple methods for checking TCP/UDP connectivity between the Zebra PTT Pro client and server.
The nmap command: Nmap is a useful port diagnosis tool that is available for Windows, although you may need to install it. The Windows procedure is below.
The telnet command: Telnet establishes a TCP connection between the originating computer and the specified destination. The Windows procedure is below.
. Examine the results for a successful response (the Command Shell clears to all black).
Telnet cannot be used for UDP.
Commercial and free software is available, as well as free online services, to check TCP and UDP port connectivity. Consult your IT department for more information.
For a Windows client, check if the Windows User account has the correct privileges for installing and running the client.
On a Windows single or multi-user workstation: Verify that the
PTT Pro PC Client
is installed from and run by a Windows User account with appropriate network and other privileges, such as the Windows Administrator account or an account with Administrator privileges.
For a Windows client, verify the
PTT Pro PC Client
version number and ensure the most recent version is installed.
Start
PTT Pro PC Client
, if possible.
Click the
About
button.
The
PTT Pro PC Client
value is displayed in the
About
screen.
Click
Cancel
to close the
About
screen.
Contact IT to confirm the
PTT Pro PC Client
version number.
Check if more than one PC client is simultaneously running on the computer.
If more than one PC Client is running on the computer, then one of the clients usually stays connected to the server, while each other client(s) displays a red Disconnected from server notification at the top of its main screen.
Right-click the Windows taskbar and select the Task Manager menu item. Then, view the Processes tab, where a single
PTT Pro PC Client
should be displayed under the OpenJDK Platform binary process.
The Windows taskbar should contain a single
PTT Pro PC Client
icon.
Verify that access to the Google DNS server names for Mapping Tiles is properly configured.
