TMetrix Desktop unable to connect to server

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  • Last Post 25 August 2017
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elliott.pointer posted this 23 August 2017

Since the launch of the latest desktop client (released 23/8/17), it will not connect to the server. I sit behind a proxy, and despite entering the settings it still cannot communciate.

I've also checked for a settings file, and in the registry in the hopes it is simply not setting it somewhere, to no avail.

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Alina Afonina posted this 23 August 2017

Hi!

You need to configure proxy settings, see detailed information https://tmetric.com/help/desktop-app/tmetric-desktop-settings/

 

 

 

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elliott.pointer posted this 23 August 2017

I've done that.

The problem being, it's either not honouring that setting or a port used to connect to the server has changed, and is now becoming blocked via a firewall rule.

If I enter the relevant proxy settings as either proxy address or http://proxy address with the relevant port on each, no connection to the server can be made. I've also hard coded my system to use the proxy for applications which cannot have a proxy set, so all traffic flows via the proxy.

The thing I can't decihper is where it's saving the preferences, as I cannot find a file or registry entry where these are maintained. Exiting and reopening the desktop app, has them saved, so they are held somewhere. Being unable to locate where, I can't then check if they have been saved correctly there (I have come across applications that stored it wrongly, and had to be manually edited previously).

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Aleksandr Serdyuk posted this 23 August 2017

Host field in TMetric settings should not contain 'http' prefix. Just the host name or IP address.

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elliott.pointer posted this 23 August 2017

It doesn't apper to work for me in either case (hostname or IP). I didn't think adding the http:// would work, but it was a last attempt option.

Any connection I try to make returns the following error - 

JSON is not an object array declaration.

I don't know if that helps shed any light on the issue.

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Aleksandr Serdyuk posted this 23 August 2017

The previous version always inherited proxy settings from the system. 

To check old settings open Internet Options -> Connections -> LAN Settings

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Aleksandr Serdyuk posted this 23 August 2017

The problem being, it's either not honouring that setting or a port used to connect to the server has changed, and is now becoming blocked via a firewall rule.

Can you try connecting with firewall disabled?

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Aleksandr Serdyuk posted this 23 August 2017

Also, please check if there is an error log file in this folder C:\Users\USER_NAME\AppData\Roaming\Devart\TMetric Desktop\

If the is a file there, please send it via email to support at tmetric dot com.

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elliott.pointer posted this 23 August 2017

Thanks.

I'll send over the error log. Why I couldn't see that folder earlier I have no idea.....at least I was able to check the ini and xml and everything looks ok there. If I've been foiled by our networks team, I'll just have to stick to web only entry.....

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Aleksandr Serdyuk posted this 25 August 2017

 Did you send the log file? I don't see anything in our inbox.

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