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Last Updated: 12/24/14

Troubleshooting Connection Issues with Elexio Database and Elexio Check-In

Overview

Elexio Database and Elexio Check-In are Windows-based database applications. They must connect to a database in order to work.  They will use one of three ways to connect to your database:

  • Online - connect to the master database on the Elexio Servers over the internet.  This is the default connection method.
  • Offline - connect to a copy of the database installed on your local computer which synchronizes with the master database on our servers whenever an internet connection is detected.  Some functions will still require an active internet connection.
  • Network - connect to a copy of the database that is installed on your local server at your location which synchronizes with the master database on our servers over the internet.  Some functions will still require an active internet connection.

If you are having trouble connecting to our database servers there is probably a firewall in your local network that is blocking traffic to our servers.  The easiest (and recommended) way to solve any problems is to allow ALL OUTBOUND traffic to our Elexio servers.  You should include all ports and all protocols: TCP, UDP, ICMP, etc - EVERYTHING to the following IP blocks:
173.189.254.0/28
108.161.224.0/20

This will guarantee you will have no problems now and into the future where we may release new services that use different ports/protocols.   Please understand that our servers are hosted and managed in a multi-billion dollar professional data center.  You can trust us!

If you insist on blocking outbound traffic YOU WILL EXPERIENCE PROBLEMS while running our software. There are a significant amount of ports and IP addresses used by our software and servers. For this reason, it is not practical to try to unblock them all individually. Furthermore, as we continue to enhance our software, the underlying technology is sometimes modified, such as port changes or new ports and IP addresses being used, making blocking outbound traffic more troublesome. We're not asking you to unblock incoming traffic from us but your computers MUST be able to communicate with us.

Should you still choose to block outbound traffic to our servers, you will need expertise to monitor attempted outbound connections and allow everything coming from our software and headed to our blocks of IP addresses. Please be aware, Elexio does not provide troubleshooting support for networking security of this type.

That said, here is a list of folders where you should allow all executable files to run on your operating system for each user:

For Windows XP
Support for Windows XP has been discontinued.

For Windows Vista, Windows 7, and Windows 8 (32-bit)
Allow all executables under the following directories (including all sub-directories)

  • C:\ProgramData\Elexio
  • C:\Program Files\Elexio

For Windows Vista, Windows 7, and Windows 8 (64-bit)
Allow all executables under the following directories (including all sub-directories)

  • C:\ProgramData\Elexio
  • C:\Program Files (x86)\Elexio

If your network environment is already configured to allow all outbound traffic through the firewall, and there are no other local or network firewall settings blocking it, and there are no conflicts with anti-virus software, you still may experience connectivity issues. This may be due to the proxy server in your environment preventing the application from connecting with Elexio's database. If you allow Elexio's two IP ranges to bypass the proxy, then everything should connect.

 

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