Troubleshooting
      Back to home
      1. Help Center
      2. Solve Problems
      3. Troubleshooting

      Network Connection Failure

      Follow our standard protocol to troubleshoot connection failure and restore connection to KaiNexus.

      Why did I receive a Connection Failure error?

      The KaiNexus front-end code that runs through your web browser communicates with the KaiNexus servers through Asynchronous HTTP requests (commonly known as “Ajax"). These are secure requests using HTTPS and your browser’s built-in XMLHttpRequest API.

      If one of these requests is unexpectedly dropped, you will see the following error:

      Connection Failure Error

      Common causes of network connection failure include: 
      • Your internet suddenly disconnected (oh no, did your cat knock over the router?)
      • Your network or VPN is unstable
      • The Asynchronous HTTP request timed out after 2 minutes
      • You have a firewall/virus scanner that causes the connections to drop by attempting to decrypt the Asynchronous HTTP request

      Troubleshoot Connection Failure

      KaiNexus understands the frustration that connectivity issues can cause. Follow the steps below in order to narrow down potential causes. Click on the hyperlink in each step (or scroll down in this article) for step-by-step details. 

      1. Make sure that your device(s) meet our basic system requirements.
      2. Confirm with your IT team that your organization's allowlist is up-to-date.
      3. Try to access KaiNexus outside of your VPN.
      4. Turn off the firewall or virus scanner on your device(s).
      5. Conduct a network performance test to determine the reliability of your connection to the KaiNexus server. 
      6. Try to access KaiNexus from a different device.
      7. Inspect your browser window with the browser's developer console.
      8. If you continue to experience connection failure after following the above steps, submit a ticket to our support team so that we can help you find a solution!

      1. System Requirements

        Make sure that your device(s) meet our basic system requirements:

        • Computers are running Windows 8 or Mac OS X 10.10 or later
        • Computers have at least 4GB RAM and a 2GHz or faster processor
        • You are using the latest version of the following supported browsers:
          • Google Chrome
          • Firefox
          • Safari 8
          • Microsoft Edge
        • Cookies are enabled within browser settings
        • JavaScript is enabled within browser settings
        • Test that your internet speed is 1.5Mb/s or better

        For more information about supported browsers, system requirements, and allowlist requirements, check out System Requirements. 

        If your device meets the above requirements but you continue to experience connectivity issues, proceed to step 2.  

        2. Allowlist

        An allowlist is a cybersecurity strategy that approves a list of email addresses, IP addresses, domain names, and applications to access a system. 
        If your organization has any type of web traffic or security monitoring system, your organization's IT team will have to bypass those systems by adding the following to your organization's allowlist. URLs not added to the allowlist can experience intermittent issues commonly caused by a high amount of network traffic through the web traffic monitoring or security system.
         

        Two Line OfieNOTE: Simply being able to access KaiNexus does not mean that the URL is on your organization's allowlist. 


        Confirm with your IT team that the following are approved on your organization's allowlist:

        KaiNexus

        • IP: 104.155.134.186, 34.120.99.131, and 34.160.106.81
        • Ports: 80, 443
        • URL: Your organization’s unique login URL
          • Format: https://yourorgID.kainexus.com
          • Example: https://kainexus.kainexus.com

        Sandbox & Showroom

        If your organization utilizes a sandbox or showroom environment, your IT team will need to allowlist the following: 

        • IP: 104.196.158.42
        • URL: https://sandbox.kainexus.com
        • URL: https://sandbox-alt.kainexus.com
        • URL: https://showroom.kainexus.com

        Other Allowlist URLs

        To receive email communications and access to our support and training and services, your IT team will need to allowlist the following URLs: 

        • Help center: support.kainexus.com
        • Support videos: http://vimeo.com/kainexus
        • Support emails: support@kainexus.com
        • Automated system and activation emails:
          • prod.kainexus.com
          • kainexus3.kainexus.com
          • do-not-reply@prod.kainexus.com

        If your IT team confirms that everything listed above is approved on your organization's allowlist but you continue to experience connectivity issues, proceed to step 3. 

        3. VPN

        A virtual private network (VPN) establishes a secure connection between you and the internet. Every device has a unique IP address when connected to the internet, which tells other devices where in the world you’re located.

        With a VPN, all your data traffic is routed through an encrypted virtual tunnel. This disguises your IP address when you use the internet, making its location invisible to everyone. This encryption could prevent you from accessing KaiNexus if your IP address is not recognized by your organization's network.

        To rule out connectivity issues caused by your network's VPN:

        • Try to access KaiNexus through your home network while not connected to a VPN.
        • If you are able to connect to KaiNexus on your home network, this indicates that the connectivity issues are caused by your organization's VPN. Reach out to your organization's IT team to adjust your organization's VPN configuration. 
        • If you are unable to access KaiNexus outside of the VPN, proceed to step 4.

        Two Line OfiePRO TIP: Customers with the Compliance Module can specify exactly which IP addresses are permitted to access KaiNexus, limiting the places from which employees can access KaiNexus. 

        4. Firewall/Virus Scanner

        A firewall is a network security system that monitors and controls incoming and outgoing network traffic based on predetermined security rules. A firewall typically establishes a barrier between a trusted network and an untrusted network.

        If KaiNexus is considered an untrusted network, the firewall will prevent you from accessing KaiNexus. Similarly, antivirus software may prevent you from accessing KaiNexus if the software scans your system and determines KaiNexus to be untrustworthy.

        To rule out connectivity issues related to firewalls and antivirus software: 

        • Turn off the firewall or virus scanner on your device.
        • Log in to KaiNexus.
        • If you successfully connect to KaiNexus after turning off the firewall/virus scanner, work with your firewall/antivirus software to approve KaiNexus as a trusted network.
        • If you are still unable to access KaiNexus with your firewall/virus scanner turned off, proceed to step 5.

        5. Network Performance Test

        A network performance test measures how responsive a network is to user and data communication by evaluating both upload and download speeds, throughput, successful message delivery rate, and more. Conduct a network performance test to determine the reliability of your connection to the KaiNexus server and receive actionable data to remediate any network performance issues. 

        To conduct a network performance test:

        • Log into your KaiNexus instance and add #nettest at the end of the URL. 
          • Format: https://yourorgID.kainexus.com/#nettest 
          • Example: https://kainexus.kainexus.com/#nettest
        • In the resulting window, select Start.
        • The network performance test will display how many times you are able to successfully connect to our server. 
        • If the test displays failures, this confirms connectivity issues and how often they occur. Reach out to your organization's IT team for assistance with the test's displayed failures.
        • If the network performance test displays no errors, proceed to step 6.

        6. Device

        Your device may have outdated software or a hardware issue that prevents access to KaiNexus. To rule out issues related to your device:

        • Try to access KaiNexus from a different device.
          • For example, use a different computer. If you normally access KaiNexus via a browser, try to log in via the KaiNexus Mobile App.
        • If you successfully connect to KaiNexus with a different device, reach out to your organization's IT team to troubleshoot your company device for software/hardware issues.
          • If you primarily access KaiNexus with a personal device, reach out to the company's support team about potential software/hardware issues. For example, if your personal iPhone is unable to access KaiNexus (but you can access KaiNexus on other devices), contact Apple Support. 
        • If you are still unable to access KaiNexus using a different device, proceed to step 7.

        7. Developer Console

        A web browser's developer console helps you debug and troubleshoot live issues on the current web page. Inspect the network connectivity issue web page to assist our team in determining potential issues that were not outlined in the above steps. 

        To inspect a web page:

        • Right-click within your browser window.
        • In the resulting drop-down menu, select Inspect.
        • Select the Console tab within the developer window.
        • Take a screenshot of any error(s) in the Console window.
        • Proceed to step 8 and attach the screenshot(s) to the support ticket.

        Console Error

        8. KaiNexus Support

        If your device meets the listed system requirements and you've tested each of the previous steps:

        • Submit a support ticket so that we can help you find a solution! 
        • Include details from your findings in steps 1–7 to help us run a root-cause analysis of the issue. Helpful details include:
          • Browser and browser version
          • Device type
          • Network performance test results
          • A screenshot of the Console error(s)

        Connectivity Support Ticket
        Recommended Reading