Network Troubleshooting Tips

Here are some basic troubleshooting steps you can perform any time you get an error message when attempting to connect. These do assume that the basic Networking Setup has been done, or at least getting to the point that it is attempting to connect.  Note that you must be logged in as an Administrator to perform these functions.

Before doing any detailed troubleshooting, the first thing to always try is simply rebooting the Master (from the Windows icon / Power, select "Restart Windows".)  Often that's all that is required, especially if you don't reboot regularly.

Intermittent/unstable connections:  

If you have a client that does appear to connect OK and gets at least to "Joined Server", but doesn't get past "Synchronizing" or has problems staying connected (keeps disconnecting and reconnecting), or repeatedly requests a full database, or simply isn't showing correct data, then it's more likely a problem with synchronization..  In those cases, you should perform a Full Network Resynchronization.  See here for full details, but usually you can use the "One-Step" option as long as the Master shows correct data: Full Network Resynchronization.

Alternatively, if everything seems to work fine for awhile, suddenly stops working, but the works fine again after closing Campground Master and restarting it on the master computer, then it's likely due to a hacking attempt (particularly if you also have Port Forwarding set up to allow external workstation connections).  See more information below for preventing hacking attempts.

Connection issues (cannot successfully connect at all):

Any of the 5 error messages below are usually self-explanatory and only require minor changes to fix, since they indicate that it is getting a response from the master but something else is wrong:

•Mis-matched software version -- means you need to install the same version on each computer.

•Mis-matched database name -- means you need to use File / Rename Database on either computer so the database names match.

•Date format mis-match -- means the Region settings in Windows for the location / date format on the computers don't match (e.g. US vs Canada).

•Incorrect network password -- means the passwords don't match under Network Setup, so enter new ones.

•Date or time too different for proper synchronization -- means the Time & Date settings on the client do not match up to the master, or are too different (according to the setting in Network Setup on the master).

"Verify that the IP and port settings are correct" errors:

However, if you get a connection error message like "Verify that the IP and port settings are correct", that means it can't get a response from the master.  Of course the Master computer should be on, and Campground Master should be running, so that's the first thing to check.  It wouldn't hurt to close Campground Master and restart it to make sure it's not locked up.  Then you need to check the IP addresses.

If you don't know which computer is the master, then go to Maintenance / Network Functions and select Network Setup.  If it shows an IP address (numbers) next to "Master's IP address", then it's a client.  The Master computer will show "(This is Master)" instead of an address.

Assuming a local connection, not through the internet:

Checking the IP addresses and connection

The first step is to re-check the IP addresses (since this can change due to power outages, etc):

1.On the Master workstation ("server"), go to Maintenance / Network Functions and select Show IP address for this workstation.  Make a note of this number.

2.On each of the other workstations (clients), go to Maintenance / Network Functions and select Network Setup.  Make sure the "Master's IP address" is set to the address from the master as seen in the above step.  Especially pay attention to the last number.  If it's different, correct the address and click OK to see if that fixes it.

Note that if that solves the issue, and if you have to do this often to correct the problem (i.e. the Master's IP keeps changing), then you should have your IT person set a Static IP on the master so it doesn't keep changing.  See the next section, Setting a Static IP in Windows, for details.

Checking the Port

If the IP address is set correctly and it still doesn't connect, you should also verify the Port setting.  While this is usually not a problem since it should never change, it's an easy check.  On each of the computers, including the Master, go to Maintenance / Network Functions and select Network Setup.  Make sure they all show the same number for "TCP/IP port".  This should be a number above 6000 (usually 6010, which is the default Campground Master uses, but in some cases there is a need to set it to a different number).  It should never be a number less than 6000, which is likely to conflict with other commonly used ports.  Regardless of the number, the important thing is that they are all set to the same number.

Checking that it can Ping the Master

If the IP address and Port are both set correctly and it still gets the same error connecting, then on each client use the Ping command from Network Setup (under Maintenance / Network Functions, click "Test (Ping IP)" and follow instructions).  This will make sure the master's IP address is reachable from the other computer.

If a Ping is successful, it just means that a computer is at that IP address -- it doesn't mean that it's the right computer, and it doesn't mean that there isn't a firewall that might Campground Master.  Double-check the IP address (of the Master computer, not the client!) using the steps above.  If that all looks correct, a firewall is probably blocking Campground Master on either computer.  If you're not familiar with firewalls and the Firewall Configuration information in this documentation doesn't help, you'll need to contact a professional.

If a Ping fails, then you may have the wrong Master's IP address entered, or some other hardware or Windows issue exists with the network. If the settings are correct, it may be time to get a networking expert involved.  However, you should also try completely rebooting the Master computer (perform a Windows "Shut Down" so it does a full power-down) and then start again with checking the IP address (the reboot could "fix" the IP address, causing it to change).

Checking the Network type in Windows

We've found that having the Windows network type set to "Public Network" instead of "Private" will essentially block all local networking ability, so that's also something you should check, in Windows network settings.

If connecting through the Internet (the computers aren't on the same local network):

This is more complicated, since the Master's IP address is just the Internet connection IP, not the Master computer itself.  (If you have the Master's IP address setting starting with 192 or 169, that's definitely wrong.)  The Ping would only indicate that the modem or router is reachable, not the Master computer, and Ping may show failure even if the setting is correct.  First make sure you've reviewed the Networking through the Internet information, to make sure you're using the correct IP address and have Port Forwarding set up.  If you've gotten this far and either don't understand what we're talking about or it still doesn't work, it may be time to get a networking expert involved.

Preventing hacking attempts from locking up the master -- change the port number

We've seen an increasing number of cases of hacking attempts from the internet Networking.  If you have Campground Master set up for accessing remotely (and therefore have Port Forwarding set up in your router), an external hacking attempt on the port that you're using for Campground Master can cause the master to lock up.  

In particular, we found that port 6010 is a common hacking target because it's also used for Unix systems.  When an external connection attempts to hack the port, that can lock up the master's network connection so it won't receive client connections until the program is restarted.  Note that this does not pose any danger to your Campground Master data -- they cannot access your data without knowing the proprietary protocol that Campground Master uses.

To solve this, you should change the IP Port to a high number, e.g. a random port between 40000 and 60000.  Pick one at random, but also check a site like this to make sure it's not used by some other system and could be a hacking target:

https://www.adminsub.net/tcp-udp-port-finder/

Remember that you'll need to change the port in the Network Setup of the master and all clients, even local ones, and also change the Port Forwarding in the router accordingly (and any firewalls that might be blocking specific ports).

Also make sure you've reviewed the Networking through the Internet information for setting up the port forwarding.