This can often be due to a breakdown somewhere in the connection between your location and our servers. Because the internet has a series of hops, routers, and switches, a single breakdown within the chain can have a large effect on connecting to servers.
To test your connectivity to our servers, you should try a trace route by doing the following:
1) Get to your DOS prompt. It can be found in your start menu and may be labeled as "MS-DOS" or "Command Prompt" depending on the version of Windows you have.
2) Type: tracert applications.eserver.com (Then press Enter)
3) You will begin to see the various hops between your location and eSERVER. The number will appear in milliseconds (ms). The lower the numbers, the faster the time between hops.
4) If you get an asterisk (*) it means that there is a breakdown at that location. Depending if it is your ISP or one of their providers, you may want to contact them to try and remedy the problem. This could prohibit you from connecting to our servers.
5) If you get the message "request time out" there could be a few different problems. If this is the case, try contacting us by phone.
I am having trouble printing. eSERVER Agent is not recognizing my printer.
eSERVER Agent prints through your computer to most any printer available to you locally. The first step in troubleshooting any difficulties is to try printing locally. If you are unable to print locally, you must fix that first. Once you are able to print locally but not through eSERVER Agent, check the following:
1) Are you using a switch with multiple printers? - Set the switch to the desired printer, test a local document, and then logon to eSERVER Agent.
2) Are you sharing the port with any other devices? - Resolve port errors locally, then test a local document, and then logon to eSERVER Agent.
There needs to be a clean line of communication from your system to the printer. Make sure you do not have any erroneous printers installed on your system and that the drivers on your system are correct as well. Check the printer manufacturer’s web page for updated drivers. If the problem persists, contact us.
