First Steps

The most common reasons for connection issues to Projector are:

Computer or network firewall settings - Whitelist Domains and IP Addresses
Antivirus preventing the OpsProjectorUI.exe task from data transfer
Local Proxy settings

If these issues are ruled out, the next step is to diagnose the connection to Projector's gateway servers.

Running the 'pathping' command

Identify which Projector domain your installation is on. To discover this, log into Projector Web and look at the first part of the web address. The table below contains the application servers we have as well as a couple additional websites that users typical need to access.

Location

Command

Application Server

pathping app.projectorpsa.com

pathping app2.projectorpsa.com

pathping app3.projectorpsa.com

pathping app4.projectorpsa.com

Main Website

pathping www.projectorpsa.com

Advanced Analytics

pathping aam.projectorpsa.com

Open the command line tool from your Start menu
Type "pathping app.projectorpsa.com", being certain substitute in the website you are trying to access
WAIT. The test takes about five minutes to complete. Once completed, send Projector Support a screenshot of the results. In the screenshot below you can see that at hop 10 all the packets got dropped. This indicates a problem with an intermediary ISP.

If the resulting trace times out before completing, there is likely a network issue with a local or regional ISP. Often these are transient issues and resolve within a short time frame, but may indicate a larger issue.

If the pathping stops unexpectedly at an intermediate server, that server doesn't support ICMP and is the furthest you'll be able to test.

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