What should I do when I get a "Problem Contacting Platinum" email?
Summary
This article will explain what you should do in the event that you get an email stating "Problem Contacting Platinum" when your system is set up with the "Web Daemon" for stock integration between your website and the Platinum software.
More Information
The reason why you get the "Problem contacting Platinum" email is when our Data server can not connect to the your Platinum software through the "Web Daemon" Module. There are a couple of things that you should undertake prior to contacting Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page.
What to do
The "Web Daemon" and the "Browser Daemon" are normally installed on the main server PC and so one or more of the following checks should be the solution to fixing the "Web Daemon" connection problem and should be carried out on the machine that has been set up as the dedicated web server.
- Check to see if the "Windows" Firewall has been enabled. By default after every "Windows" update, it attempts to enable the firewall. This is not needed normally as you would have a hardware firewall either as part of your router or a standalone firewall.
- The "Web Daemon" requires a fixed IP address to run as this is how our data-server contacts your specific system. If you change your location, Internet Service Provider (ISP), or have a dynamic IP can/will result in the IP Address changing. If this is the case go to www.whatismyip.com and note the IP address and then Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page, as it will require a configuration on our server.
- For the connection between our server and your Platinum system both the "Web Daemon" and the "Browser Daemon" need to be running.
- The "Web Daemon" is a service, on the PC that this has been set up you will need to make sure that it is running. To do this click the [Right Mouse button] on "My Computer" and go to "Manage" then " Services and Applications Services" or " Configuration Services" make sure that the service 'Catalyst Browser Daemon Server' is running. If not click the [Right Mouse Button] and click on "Start".
- The "Browser Daemon" is a module in Platinum. It will be a normal Platinum screen with a Platinum Status stating "Please wait... Awaiting requests..." and have a "Status:" of 'Listening'. When the "Web Daemon" was installed "Catalyst Support" would have set up a scheduled task that checks to see if the "Browser Daemon" is running if it is it does nothing, if it is not it will start it.
- As this relies on a "Windows Scheduler" it required the user to be logged in. If the user is not logged in. Simply log in and the "Browser Daemon" will start up.
- If the "Browser Daemon" is running, simply press <Q> to quit it and log out of Platinum. Wait for the scheduled task to start the task up again.
This can be required if a user has done a complete clear down of the User Monitor Screen and so the "Browser Daemon" is running but the files it uses have been wiped.
- As with number 1. you would have had port forwarding set up in your router, it is vital to make sure that the this is still set in place. As a note the port forwarding will be set to a specific PC (i.e. Main Server) which is done on the PC's IP address which also needs to be static. Make sure that the set up corresponds to the IP of the PC that has the "Web Daemon" and the Browser Daemon installed on.
- Check that you have not lost internet connection.
 | If after you have checked all the above and you still get the "Problem Contacting Platinum" email. Please Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page. |
See also
