Vessel showing offline on apps.dualog.com

Problem: In apps portal, top right, vessel is showing offline even though machine is online and has internet.

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

Fix: 

1. Ensure your DNS is able to resolve hostname apps.dualog.com. To check, open a command prompt and type in the following command.

nslookup apps.dualog.com

2. Ensure your firewall allows access to the IP address 93.188.232.76. To test if access to this IP address or domain is allowed, you can check by opening a browser and loading webpage https://apps.dualog.com. Alternatively, you can open 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: For the 2nd command (Invoke-WebRequest), do take note of its output. It may show clues that it is connecting thru a https proxy server and may disrupt connections to our server. Do take note that this has been observed on KVH commbox. Fix is to disable proxy server on this device and test again.

3. Ensure windows service 'Dualog Digital Platform' is running. Please start it if it is not running or restart if it is already running. To start or restart this service, please click start, search for serviecs.msc and run it. In windows service GUI, look for and right click on 'Dualog Digital Platform'. Select either restart (if it is already running) or start (if it is not running)

If problem persists after connection to our server has been verified, please go to path below and send logs from the last 2 days to our support team for analysis. Do zip up before sending. Thank you.

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