Article: KB-12512
How to:
Troubleshoot ICW Client Connection issue
Skill required to complete this article: Controls and level is No Skill Level Association.

Question/Problem

 

Site is not able to connect to ICW Client.\Login Screen Greyed out.

 

Environment

-ICW Client

-Database

 

 

Answer/Solution

 

 

When ICW login screen is showing greyed\no option to login.

 

Step

Details

Image/s

Verify INTL ICW remote connection

Connect to ICW to verify if issue is at our end or only at site's end.

 

For this issue with DHL, INTL could connect to ICW but site couldn't.

 

Image shows the initial issue at site.

 

ICW Login Screen

Check properties of the ICW client at site,

 

Right click on ICW client, click setting>Shortcut.

 

 

 

 

Check Network connection for ICW server

Ping server IP address, check firewall setting to confirm if the port 8086 is in 'Allow' State.

 

For this issue site could ping to the server IP and all ports were in 'allow' state at site's end.

 

 

 

Fire Wall Setting

 

Check Config File on server

Go to Config file and check for security host IP and domain name.

 

 

 

C:>Program Files (x86)>Intelligrated>Incontrolware Client>Project>Config

 

Example of Config File for DHL

 

 

 

 

 

 

Ensure INTL and Site have same Config file

 

For this issue, Config file at site was not matching with INTL.

 

After replacing the correct config file, Site could login but nothing was showing on ICW screen.

 

Ping domain name to check if server IP is defined

Site's Firewall should allow domain and security host

 

Ensure Site's network connection

Confirm with Site if ping is enabled at their end.

 

Ensure if site can ping server IP and Server Domain name.

 

For this site, site was able to ping the server IP but not Server domain name.

 

Site IT added the Server Domain name on their firewall setting.

 

 

 

Related items

 

[Reference ticketTS-00421694]

 

Internal Notes

 

[Section is meant for information only available for internal use. This includes references to internal records, such as Jira tickets, bug numbers, etc.]

***If there is information in this section prior to migration to SalesForce, then it may NOT be published. This information will be fully visible along with all information above.***

 

Reason for confidentiality

 

#NotValidated

[Section is meant for a brief reason for any data recorded in Internal Notes above, or any reason that the general article cannot be released to the public. Can be updated to Validated once reused and agreed by KCS Contributor]

***If there is information in this section prior to migration to SalesForce, then it may NOT be published. This information will be fully visible along with all information above.***

 

DISCLAIMER:

Information in this document is subject to change without notice and does not represent a commitment on the part of Intelligrated. This information is typical of the questions and general advice given; however, your particular case and circumstances may produce different results or require different recommendations. Therefore, use of this information is not a suitable replacement for contacting Intelligrated Technical Service engineering for specific recommendations and solutions to your application.

 

No part of this article may be reproduced or transmitted in any form or by any means including recording, or information storage and retrieval systems, for any purpose without the express written permission of Intelligrated. All information contained within the article is private and confidential and the sole property of Intelligrated.

 

In no event, shall Intelligrated be liable for any damages whatsoever including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss, even if Intelligrated has been advised of the possibility of such damages. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.

 

Template updated 2022-09-20 kwk Pending approval

 

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Published on 8/6/2024.
Last Modified on 12/13/2024.
Last Modified by Kurt Kimnach.
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