Most Common Network Errors:

6002, 6101, 6201, 6202, 6203, 6301

Network errors are errors that are usually the result of problems with the local network (Antivirus/Firewall software) or with a network connection to the host computer.

 

Hereís a good place to start: If youíre new to InfoRad and have not already setup techsupport@inforad.com as a Receiver, then CLICK HERE. Otherwise, continue troubleshooting below.

 

For local errors, check the following:

 

         Make sure the Computer with InfoRad software installed has an available Internet connection and that it is not being blocked by any Antivirus/Firewall software (Ie. Norton, McAfee) or hardware (Ie. Router). Start Troubleshooting

 

         Check with your Internet Service Provider to make sure that you are connecting to an allowed email server. Start Troubleshooting

 

         If you belong to an organization where security is strict, then refer to your local IS/IT department for options Start Troubleshooting

 

         Make sure that you have a valid Messaging Service selected for your Receiver. Click here to use our website to check your Messaging Service setup.

 

 


(6002) Network Error: Could not connect to host

 

INTERNET EMAIL (SMTP)

 

Possible Cause #1:

Some Internet Service Providers do not allow you to connect to email servers other than their own. For example, if you are an AOL customer, itís understood that AOL does not allow you to connect to email servers other than their own. Therefore, you have to setup AOLís email server to be used as a Messaging Service in the InfoRad software. This may be true for other Internet Service Providers such as Comcast, RoadRunner, Earthlink, etc. Contact your local Internet Providerís representative to find out for certain.

 

If you know who your Internet Service Provider is, then find it in our listing of Messaging Services and set it up to be used as a Messaging Service in the InfoRad software (Make sure to click on the ShowMe button): http://www.inforad.com/techsupport/MessagingServices/MessagingServicesIndex.php3?showonly=SMTP

 

Otherwise, if your Internet Service Provider is not listed, let us know so that we can update our website. Email us at techsupport@inforad.com.

 

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Possible Cause #2:

If you work for an organization such as a hospital where network security is strict, then your organization may have its own email server that you can setup as a Messaging Service using the InfoRad software. Contact your local IS/IT department to find out for sure. The email server must be able to send to an email address outside of its own domain. Some Exchange servers, for instance, are not set up to send to a 10-digit-phone-number@vtext.com (Verizon Cell email address) because it does not belong to the email domain of myemail@myhospital.org. Therefore, in order to use your hospitalís email server, the email server (or network security) would have to allow email to be forwarded to the appropriate email server that handles the vtext.com domain.

 

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Possible Cause #3:

Firewall/Antivirus software such as Norton and McAfee both are known to either initially block InfoRad software from sending text messages via Internet email (SMTP) or block InfoRad software later on unexpectedly.

 

Either disable or configure your Firewall/Antivirus (sometimes both if Antivirus and Firewall software are separate) from blocking InfoRad software or scanning outgoing email, then send another test page. If you feel comfortable with leaving your Firewall/Antivirus software in that state, then do so. We have included the following links to assist you with setting up or configuring Antivirus and Firewall software.

 

McAfee Desktop Firewall version 8.0

McAfee VirusScan Enterprise 8.0 (Viruscan Console)

Norton Antivirus

 

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INTERNET SNPP

 

Verify that you have a working Internet connection. If you're certain that you have an Internet connection, then check to see if the Messaging Server address or IP number is correct under Edit, Messaging Services. Compare your Messaging Service to our list of SNPP Messaging Services. Otherwise, make sure that you're able to send messages via SNPP across port 444 and that a firewall is not blocking this connection. For more information about firewalls, refer to the following URLs:

         Windows XP Firewall: http://www.microsoft.com/windowsxp/using/networking/learnmore/icf.mspx

         Norton Antivirus/Firewall: http://www.symantec.com/techsupp/consumer.html

         McAfee Firewall: http://ts.mcafeehelp.com/?siteID=1

For further, in-depth troubleshooting, you can generate a log file called inetlog.txt using the following steps:

         Click Setup and select Internet Settings

Rounded Rectangular Callout: ∑	Check to enable the box at the bottom of the dialogue box as shown below: "Keep a log of Internet activity for diagnostic purposes." 

∑	Click OK

  • Send another test page to generate the log file.
  • The log file "inetlog.txt" is normally located at C:\Program Files\InfoRad Wireless for Office/Pro/eText/Watch-IT

(C:\Program Files\InfoRad\Wireless Enterprise for Enterprise and C:\Program Files\InfoRad Enterprise SV Service for Enterprise NT/SV)

You may also find this inetlog.txt file by right clicking on the shortcut to your InfoRad Wireless software, click on Properties, then click on the Find Target button.

  • Examples of the inetlog.txt file are shown below. If you have further questions or need help troubleshooting this log file, call (800) 228-8998, verify a current AlphaCare agreement, and ask for Tech Support.

<inetlog.txt> EXAMPLES

(Error 6002) Network Error - Could not connect to host

(Here I disabled the Internet connection and sent a test page to mimic the loss of an Internet connection)

08/31/2005 11:58:18 stat:Log opened
08/31/2005 11:58:18 stat:Trying 206.80.218.27 port 444...
08/31/2005 11:58:18 stat:Connection failed
08/31/2005 11:58:18 stat:Connection to SNPP server failed, sockets error 10065
08/31/2005 11:58:18 stat:Log closed

Successful Connection

04/06/2005 15:04:25 stat:Log opened
04/06/2005 15:04:25 stat:Trying 63.161.90.18 port 444...
04/06/2005 15:04:26 stat:Connected to 63.161.90.18
04/06/2005 15:04:26 rcvd:220 <STX>Taps Internet Alpha Gateway<CR><LF>
04/06/2005 15:04:26 sent:PAGE 9039960000<CR><LF>
04/06/2005 15:04:26 rcvd:250 Pager ID accepted<CR><LF>
04/06/2005 15:04:26 sent:MESS Test from InfoRad Tech Support 1504 04/04/05 via DigiComm dcpage.net<CR><LF>
04/06/2005 15:04:26 rcvd:250 Message OK<CR><LF>
04/06/2005 15:04:26 sent:SEND<CR><LF>
04/06/2005 15:04:26 rcvd:250 message queued<CR><LF>
04/06/2005 15:04:27 stat:Closing connection...
04/06/2005 15:04:27 stat:Closing socket...
04/06/2005 15:04:27 stat:Log closed

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(6101) Network Error: Socket I/O operation failed

Some unexpected error occurred while sending or receiving data.

 

Many cases show that either some Antivirus/Firewall software is blocking the connection to the appropriate server (normally an email SMTP server) or sending text messages to email addresses via Internet email has caused the sender (either the IP number of the PC sending the text messages or the ReplyTo email address being used in the InfoRad software under Setup, Internet Settings, ReplyTo/Email SMTP tab) to be placed on a SPAM Block List. 

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(6201) Network Error: Host terminated connection

The remote host (the SNPP server, or possibly the telnet proxy server, if one is configured) disconnected without warning.

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(6202) Network Error: Timed out waiting for server

The timeout for the paging service (set up in the paging service properties screen) elapsed with no response from the SNPP server. This problem can sometimes be rectified by increasing the timeout, but it may indicate something wrong with the SNPP server or with the network connection. 

Also can be sent from an SMTP server.

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(6203) Network Error: Host returned error code

 

When sending via Internet (email) SMTP Messaging Service

 

Many cellular companies currently require text messages to be sent via email. This error can occur when sending messages via Internet (email) SMTP. 

 

  • One instance can be caused by not having a ReplyTo Email Address entered under Setup, Internet Settings, ReplyTo Address tab (or Email (STMP) tab for versions 9.6.X). This normally occurs when an email server is being used that does not require authentication (with a username and password). 

 

  • Another occurrence is caused by an email server that does require authentication but either the InfoRad Wireless software does not have SMTP Authentication enabled or an incorrect username and password is entered (under Edit, Messaging Services for version 9.7.X and higher. Version 9.6.X does not support SMTP Authentication. You will need to upgrade your software. Call (800) 228-8998 for upgrade options).

 

 

When sending via Internet SNPP Messaging Service

SNPP server responded to an SNPP protocol command with a failure code. When this error happens, the explanation text sent by the SNPP server will be included on the error screen along with this error message. That explanation should provide more detail on why the transaction failed. The explanation might be, for example, "550 Error, pager ID must be 10 digits" or "550 Error, pager ID cannot be identified" and so on.

  • Verify that you have entered the correct pager ID, normally using the 10 digit phone number of the pager, no dashes or spaces.

Have user read responses from hardware or remote system. Chances are the cause of failure was captured there.

If nothing appears, have them generate the inetlog.txt file as described in the 6002 error above.

 

How to fix:If the user is behind a proxy or firewall, have them contact there IS manager.They need to know:

Is the proxy a telnet proxy?If so, get the server address and port number for the telnet proxy.Start a telnet session to the proxy and find out what the command prompt is.Also find out what the connect command is.All of this information needs to be entered into the userís InfoRad product under Telnet Proxy to work around the proxy.

 

Have the IS manager create an exception to allow connections going to the paging server hosted by the paging company to go through. This occurs when a connection could not be made to the WCTP gateway. Probable causes are either the server being down, or the user needs to connect to a proxy in order to page.

 

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(6301) Network Error: Target address or URL appears to be invalid

The URL address for the Messaging Service could not be parsed in order to attempt a connection. Check the Messaging Service address.

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