Troubleshooting: No Connection to Server

If you see the error message “Can't synchronize with Pimero server: Can’t connect to <SERVERNAME>”

during the configuration of your Pimero client it means that your client could not open a network connection to your Pimero server.

Please check the following list in order to locate the problem:

1. The given server name or the given IP address is not correct. You can find out the name of your server by opening (at the server)

       “Control panel” -> “System” -> “Computer Name”.

2. Your Pimero Server isn’t running or it is not running correctly. Please start the Pimero Server Administrator.

       Go to “Start” -> “All Programs” -> “Pimero” -> “Server” -> “Server Administrator”. The program opens no window after the start.

       Instead you have to click on the symbol in the system tray (bottom right corner of the task bar, near the system time).

       On the first screen (“Information”) you see if the server is installed and running.

3.        The server doesn’t allow incoming network connections. On nearly all computers so called firewalls are installed to increase network security.

       By default they don’t allow incoming connections at all so there has to be two exceptions for the both ports that are needed by Pimero

       (TCP ports 8081 and 8083 if no other ports were configured). During the installation of the Pimero server the program automatically

       create the needed exceptions. If you are using different firewall software please consult the documentation to see how to create the exceptions there.

       To check if the Windows Firewall exceptions are active please go to “Control Panel” -> “Windows Firewall”.

       You can run a quick test to see if your server accepts the connection from this client. Please see Telnet Test  below.

Telnet Test

With the telnet test you can easily check if you can reach your server from this client by using Windows utilities. Please follow these steps:

1. Open a windows command prompt window on the client computer. Go to „Start“ -> „Run…“ and enter „cmd“.

2. In the command prompt window please enter (replace the <SERVERNAME> with your server’s name):

       TELNET <SERVERNAME> 8081 (+ Return Key)

If you see the error message “TELNET” is not recognized as an internal or external command, operable program or batch file

you need to enable Window's telnet client first (see below).

3. If after hitting the return key the window gets cleared and you see a flashing cursor it means the connection has been established.

If you see an error message the connection could not be opened. Please check the firewall settings.

Activate Telnet Client

1. Go to „Start“ -> „Control Panel“ -> „Add or Remove Programs “.

2. On the left side of the new window click on “Add/Remove Components”

3. Search the item “Telnet Client” and activate it.

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