My WorkgroupShare Outlook client cannot connect to the server.

SYMPTOMS

  • When installing the WorkgroupShare client I get the error 'Unable to get users from WorkgroupShare server! Please make sure the server is running on the correct computer'.
  • When synchronizing, the WorkgroupShare client displays the 'Connect to WorkgroupShare server' dialogue box.
  • When running the diagnostics from the Administrator the following error is reported 'Unable to create socket to test connection to the WorkgroupShare server on localhost.'
  • When running a diagnostic check from the Administrator, the error returned is "Failed to connect to localhost".


DETAILS

  • If the WorkgroupShare Outlook clients can connect to the server, make sure that the WorkgroupShare server application, and not just the Administrator, is running on the server computer. Refer to the FAQ
    How do I check if the WorkgroupShare server is running?


  • If the above had been ruled out, your next step should be rule out database corruption which is notorious with MS JET database. The resolution to database corruption in general is nearly always by running a compact and repair the JET database. Refer to the FAQ
    How do I Compact and repair a Jet Database?"


  • Manually check that the WorkgroupShare server computer can be contacted from a networked client computer.
    **PLEASE NOTE** - all references to WorkgroupShare_IP_Address will need to be replaced with the actual IP address of the WorkgroupShare Server.

    Open a command window on the client and run the ping and telnet tests as detailed below. If you need assistance with enabling telnet, please see the following helpful KB - enabling telnet

    Ping WorkgroupShare_IP_Address - if you do not get four replies then check your network connectivity. If Ping works OK then start a telnet session as follows.

    Telnet WorkgroupShare_IP_Address 8100 - if you do not see OK WorkgroupShare 2.3.1 server ready or similar, then you are unable to contact the WorkgroupShare server. Check that you do not have a firewall blocking traffic to port 8100 and also check that any other program is not running on this port.

    If you do see this greeting, or similar, you can type QUIT to close the telnet session.

    If the telnet connection to the WorkgroupShare server has failed, you can next perform either an automated or manual task to further assist the Support department in this investgation.

    Automated:
    Download the following batch file that has been compressed within a zip file. Save it to a location on your WorkgroupShare Server, extract the file and run it. (On Windows Vista/7, right click on the file and 'Run as administrator'). Closely monitor the on-screen commands and instructions to automatically output and upload your files to Softalk Support. You can retrieve the file HERE. Please inform Support when this has completed and provide them with the input ID that you will have specified.

    Manual:
    Open a command prompt > Type “netstat -ano > c:\output.txt” without quotes and press enter. In the same CMD window, type “Tasklist > c:\tasklist.txt” without quotes and press enter. What these two commands do is to creates two text files in the root of your C: drive. The netstat command will give you a text file with things that are running on the machine and what port they’re using, the tasklist creates a text file showing you what processes and services are running with an accompanying PID number, you’ll notice this is also in the netstat file, using that PID number you can match it to the process in the tasklist file and adjust either the port for WorkgroupShare or adjust the settings accordingly for any programs using the same port(s). You will need to attach and upload these two files to Softalk Support.


  • If you run WorkgroupShare as a Windows service and it fails to start, run it as an executable on a Windows machine by doing the following:

    Windows 2000, XP, Server 2003: Start > Run > Browse > WorkgroupShare installation folder > WSService.exe
    Windows Vista, 7, Server 2008: Windows key (to the right of Ctrl) and R together > Browse > WorkgroupShare installation folder > WSService.exe

    The error reporting is more direct and problems related to licencing or database access will be immediately apparent.


  • Check the setting for SSL or standard communications. If set to 'Use SSL' remove this option and try once more to synchronize. The server can be configured to listen on the standard port, the SSL port or both. Check you server settings to determine which should be used. Or, check the same setting on another client that synchronizes successfully.


  • Check that you are running the correct version of the client setup for this version of WorkgroupShare. In the Administrator click Help, About WorkgroupShare. At the client level, open Outlook and click Tools, Share, Settings, About. So for example here if you notice that the client version is 2.3.0 and the version of WorkgroupShare is 2.3.1 on the server, then you should run the updated installer for the client on that PC.


  • If the following error is reported during client setup 'Unable to get users from WorkgroupShare server! Please make sure the server is running on the correct computer' then it is possible that the client setup program is looking for the server at the wrong address. If the server computer is using DHCP then the IP address may have changed since the server was installed. Rename the file ClientSettings.dat, located in the ClientSetup folder on the server computer, and then run the client setup once more. You will be prompted to enter the correct server address. If using DHCP enter the computer name (hostname) of the server, rather than the IP address.


  • If you are sure you have entered a valid key into the WorkgroupShare administrator program, please shutdown the application from the Windows task bar/system tray and then restart the application. Access the 'Register' menu and confirm that the key has been successfully accepted by the server. If it hasn't, try entering the key a second time and repeating the process above. If this fails again, please see THIS article



APPLIES TO

  • All versions

Last updated: 19/11/2012 14:48:57


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