Vessel showing offline on apps.dualog.com

Problem: On the apps portal, on the top right pane, the vessel is showing offline even though the Dualog PC is online and has internet.

Cause: the Windows service 'Dualog Digital Platform' reports the Dualog PC's online/offline status to the apps portal. It may fail if it is unable to do so.

Fix: 

1. Ensure that your DNS is able to resolve the hostname apps.dualog.com. To verify that, run the command prompt and type in the following command.

nslookup apps.dualog.com

2. Ensure that your firewall allows access to the IP address: 93.188.232.76. To test if access to this IP address or domain is allowed, run an internet browser and load the webpage https://apps.dualog.com. Alternatively, you can start a powershell prompt and type in one of the following commands:

Test-NetConnection apps.dualog.com -port 443
Invoke-WebRequest https:\\apps.dualog.com

Note: when it comes to the second command (Invoke-WebRequest), note down of its output. It may show clues that it is connecting through a https proxy server and this may disrupt connections to our server. Do note that this has been observed especially on KVH commboxes. Disable the proxy server on this device and test again.

3. Ensure that windows service 'Dualog Digital Platform' is running. Start it if it is not running, or restart if it is already running. To start or restart this service, please click start on Windows, type 'services.msc' and select the app that appears. On the windows services GUI, look for and right click on the service called 'Dualog Digital Platform'. Select either restart (if it is already running) or start (if it is not running)

If the problem persists after the connection to our server has been verified, please retrieve the Dualog Digital Platform logs from the following folder and send them to Dualog Support for analysis. Compress the files before sending them.

C:\dualog\DualogDigitalPlatform\DigitalPlatform.Client\logs