Orthotrac Cloud - Error (Citrix Receiver Could Not Contact the Server. Please Check Your Network Connection) or Security Certificate Error When Starting OrthoTrac Cloud

Document created by prcarter Employee on Jun 6, 2016Last modified by prcarter Employee on Sep 21, 2016
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Symptoms of this issue:  When attempting to launch OrthoTrac Cloud on any workstation, the following error is presented:

 

It may be followed by another error message:

 

99.9% of the time, these issues are not caused by problems with Cloud or with the Cloud servers.  They are caused by local configuration problems, or local or national internet networking issues.  Generally, it indicates a problem with the internet connection on that particular machine.  There may be DNS server issues with the local provider or on that workstation, or there may be local internet outages that only cause issues when attempting to connect to specific websites or addresses.

 

Please see the below section on how to troubleshoot this problem if the issue is occurring on only one workstation, or on all workstations.  There is a third section which provides a possible workaround as well.

 

Issue is Occurring on Only One Workstation

 

1.  Verify that the Internet connection is working on that PC by attempting to open a web page.  If it is not working, restart the PC.  If the Internet connection is still not working, you will need to contact your local technician to find out why the PC is not connecting to the Internet.

If the PC is able to bring up web pages, go on to the next step.

2.  Right-click the Citrix Receiver icon in the system tray and select Exit.

3.  Go to Start, Programs, All Programs, Citrix, and click the Receiver icon to relaunch the program.

4.  Try the OrthoTrac Cloud shortcut again.

5.  If the error message recurs, right-click the Citrix Receiver icon in the system tray and select About, Advanced,
Online Plug-in Settings, Change Server.

6.  Verify that the server address is shown exactly as below  (case sensitive, and must be entered as https://  , not just http:// ).

https://mypractice.carestreamdental.com/Citrix/PNAgent/config.xml

If there is anything that is wrong, correct the address, then click Update and try to launch Orthotrac Cloud again.

If the error message still recurs, proceed to the next step.

7.  Close all Internet Explorer and Windows Explorer windows.

8.  Start Internet Explorer.  In Windows 8.1 or Windows 8, start Internet Explorer from the desktop.

9.  Click Tools, Internet Options.  If the Tools menu doesn't show, press the <Alt> key.

10.  Select the Advanced tab.

11.  Click Reset.  With Internet Explorer 6, click Restore Default.

12.  In the Reset Internet Explorer Settings dialog box, click Reset.

NOTE:  Select the Delete personal settings check-box to also remove browsing history, search providers, accelerators, home pages, tracking protection, and ActiveX Filtering data.

13.  When Internet Explorer finishes applying the default settings, click Close, then OK.

14.  Restart Internet Explorer.

15.  If the error message still occurs, please contact Orthotrac Support to have Citrix Receiver removed and reinstalled on the workstation.  Support can be reached at 866-722-2567 or  OrthotracSupport@carestream.com   .

 

 

Issue is Occurring on All Workstations -- Diagnosis and Possible Workaround

 

Diagnosing the Problem

 

1.  Check to see if you are able to bring up web pages.  If all websites produce a Not Found or a Unable to connect message, then your Internet access is not working.  Restart the machine.  If the problem persists, you must contact your Internet Service Provider or your local technician.

2.  If you are able to bring up other websites, right-click the Citrix Receiver icon in the system tray and select Exit.

3.  Go to Start, Programs, All Programs, Citrix, and click the Receiver icon to relaunch the program.

4.  Try the OrthoTrac Cloud shortcut again.

5.  If the error message recurs, right-click the Citrix Receiver icon in the system tray and select About, Advanced,
Online Plug-in Settings, Change Server.

6.  Verify that the server address is shown exactly as below  (case sensitive, and must be entered as https://  , not just http://  ):

https://mypractice.carestreamdental.com/Citrix/PNAgent/config.xml

If there is anything that is wrong, correct the address, then click Update and try to launch Orthotrac Cloud again.

7.  If you are able to bring up other websites, go to http://www.whatismyip.com/   .  Make a note of the IP address   (example:  74.123.12.111).

8.  Go to http://www.ip-lookup.net/.  Enter the IP address noted in step 2 in the Lookup an IP Address box, then click the search icon.  In some cases the IP will have been auto-entered from the current IP on the workstation.

9.  The lookup results will often tell you the provider of that IP address (example:  cpe-72-182-75-223.lookupsrv.comcast.net  ).   Make a note of the Host name provided.

NOTE:  The provider listed here is not always your own Internet Service Provider.  Some ISPs will use equipment / servers from other companies to provide Internet access to their own clients.

10.   Go to http://www.downdetector.com/   .  This page is useful for troubleshooting internet outages.  The provider listed in step 9  may be displayed on the DownDetector page. 

In particular, once that provider has been selected, you can click Map to display a visual representation of currently reported outages for that provider.  If you are in one of those current outage areas, you must contact your Internet service provider  to resolve the issue.

11.   Another useful diagnostic tool is the website http://www.isup.me/    .   This page, designed to tell if a particular website is down for everyone or just you, can be used to determine whether the Carestream Cloud server page  (enter  mypractice.carestreamdental.com  )  is up and running but is currently inaccessible from your location only due to routing problems.   Routing issues must be resolved by the local ISP.

 

Possible Workaround

 

NOTE:  The root cause of the issue is still a problem on the client end or with your provider.  The following steps are intended to provide a workaround but in some cases even this will not help, particularly if the problem is occurring on all PCs in the office.  In those cases you must contact your provider for assistance.

Additionally, these steps will only work if you are able to bring up some websites.  If your Internet access is completely down, you must contact your Internet service provider for assistance.

 

1.  Exit Citrix Receiver and close any accompanying error messages.

2.  Bring up the following web page:  https://209.134.55.58    (this must be entered as an https://  address)

NOTE:  An error message may display during one or more of these steps about a security certificate being invalid.  In each case, click Yes or OK to proceed.

3.  You will be asked to log in with your Citrix username and password.  Enter the username in the format "Smith101", not mypractice\smith101 as you would do in Citrix Receiver.   Then enter the password for that account.

4.  A page should display showing the Cloud applications.  You should then be able to launch the applications from the shortcuts displayed on that page.

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