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Troubleshooting Time Doctor server errors

When you encounter an error like “The server of Time Doctor has encountered an error.” or a “Server offline” message, it could be due to a number of reasons. To narrow down possible causes, some diagnostic tests must be performed.

Possible causes could be any of the following:

  • Local area network problem
  • Router problem / firewall problem
  • Internet Service Provider (ISP) problem
  • Name resolution (DNS) server problem

Before attempting these steps, make sure that your users are using the latest available Time Doctor version. It is also important to disable any security application suites (like Avast, Norton, Symantec, McAfee and others) in order to prevent them from interfering.

Step A. Check server communication

  1. Verify that your internet connection is working properly, and you are able to browse any website, particularly http://login.timedoctor.com.
  2. If you are unable to browse the internet, check your Internet connection set up (Cables, wiring, router connections).
  3. Open a browser and visit https://api.timedoctor.com/v2/api/server_connection_test.php. You should see the text "Connected to Time Doctor Server" in your browser (that's a sign that your computer is able to communicate with our server successfully).
  4. Open a browser and visit http://api.timedoctor.com/. You should see a message that says "403 Forbidden" (that is also a good sign).
  5. If the text "Connected to Time Doctor Server" or "403 Forbidden" is not visible, more troubleshooting is required, then you have a problem connecting to our servers and you should run a ping and a traceroute to determine the source of the problem.
  6. If you do see the good messages, then proceed to step B and onward.

Step B. a) Delete your local cache file (TD Lite/Pro)

  1. Make sure your Time Doctor Application is completely shut down (in the desktop application, click Options > Exit).
  2. Then delete your local cache folder (instructions on how to do so are here for Windows, Mac, and Ubuntu/Linux).
  3. Restart your Time Doctor application (this will re-create the local cache file automatically) and try to log in.

Step B. b) Delete your local cache file (New TD app - Windows and Mac users only)

  1. Make sure your Time Doctor Application is completely shut down (in the desktop application, click File > Exit).
  2. Then delete your local cache folder (instructions on how to locate the files are shown in these video for Windows, Mac).
  3. Restart your Time Doctor application (this will re-create the local cache file automatically) and try to log in.

Step C. Check name resolution

WINDOWS

  1. Click Start > Run, and type CMD, and press Enter.
  2. In the terminal, type nslookup .
  3. In the nslookup prompt, type api.timedoctor.com, and press Enter . The output must contain the IP addresses from our servers.
  4. Perform another name resolution check in nslookup, by typing login.timedoctor.com and press Enter. The output must show an IP address of our server.
  5. If any of the steps show error messages like “Non-existent domain” or any type of error, then there is a problem with name resolution and will require overriding the DNS server being used by your computer.

LINUX

  1. Open gnome-terminal or any variation of terminal (xterm, etc.).
  2. In the terminal, type dig api.timedoctor.com and press Enter. Do another lookup by typing dig login.timedoctor.com and press Enter.
  3. The output of each command must contain the IP addresses from our servers.
  4. If there is a problem with name resolution and will require overriding the DNS server being used by your computer.

Step D. Overriding DNS on Windows 7

1. Open the Windows Control Panel

2. Click on Network and Internet and load the Network and Sharing Center

3. Click on Change adapter settings. If you are using WiFi choose WiFi adapter, if you are connected to the internet via a wire connected to your computer choose Local Area Connection/Ethernet

4. Right click on Local Area Connection and click on Properties.

5. When UAC prompt appears, click YES

6. In the Local Area Network properties, select Internet Protocol Version 4 (TCP/IPv4) and click on Properties:

7. In the Properties window, mark Use the following DNS server addresses: . We will override the default DNS server settings provided by the ISP or your router, and instead use custom DNS server addresses.

8. In the Preferred DNS server and Alternate DNS server use any third-party DNS server. The following are DNS server addresses we actively use and recommend.

  • Google DNS: 8.8.8.8 and 8.8.4.4
  • OpenDNS: 208.67.222.222 and 208.67.220.220
  • Level 3: 4.2.2.2 and 4.2.2.1

Step E. Allowing Time Doctor application through the Windows 7 firewall

1. Open the Windows Control Panel:

2. Click on System and Security and look for Windows Firewall, and click on Allow an app through Windows Firewall:

3. From the Allowed apps and features list, click on Allow another app:

4. From the Add an App list, look for Time Doctor and click Add:

5. Time Doctor should now be included in the list of Allowed apps

If with all the steps done, and server error or server offline is still experienced, kindly follow these articles and send us your cache file for further investigation.

For Windows: How to find and attach my Time Doctor Lite or Time Doctor Pro cache file - All versions of Windows

For Ubuntu and Linux Users: How to find and attach my Time Doctor Lite or Time Doctor Pro cache file - Ubuntu (All versions)

For Mac OSX: How to find and attach my Time Doctor Lite or Time Doctor Pro cache file - All versions of Mac OS and OSX

For questions, comments or feedback regarding this topic, please send an email to support@timedoctor.com.