Support Center

The Pod shows the splash screen with an IP address but users cannot connect

Last Updated: Sep 26, 2016 04:39PM MDT
The most common cause of a Pod that shows the Splash Screen with a valid IP address but users are unable to connect is that network ports need to be open to allow traffic between devices and the Pod. The port restrictions may exist on network hardware like routers, switches, and firewalls or may be on the client PC due to a software firewalls or security software.

Please reference the quick start guide here for a listing of network ports that need to be open for Solstice to function properly: http://customersupport.mersive.com/customer/en/portal/articles/2410089-solstice-deployment-quickstart-guide

If the required ports have been verified to be open, try pinging the Pod IP address. If the Pod cannot be pinged, this may indicate a routing issue on the network or a network restriction between the subnet/vlan that the Pod is connected to and the subnet/vlan that the client is attempting to connect from.

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