Troubleshooting

The steps below detail what to look for when diagnosing issues with the BCS. Be sure to click the button below that matches your computers operating system.

1. Ensure the BCS is running

First and foremost it's important to verify that the BCS is running correctly.

Make sure the BCS has been downloaded and is installed or running.. Click here to download the BCS.

Run the App

When the Windows App has downloaded double-click it to launch. It will look similar to the image below.

bcs user interface

When the BCS is running a log file will be created. The log file appear in the same folder as the BCS itself. It should look like the example below.

bcs log

When the Mac App has downloaded double-click it to extract the App file, the double click the MacBCS file. It will look similar to the image below.

bcs user interface for Mac

Check Connectivity

Now the BCS is running it's important to make sure the browser can connect to it. If it can't then the test cannot run.

Click here to run the BCS Connectivity Test, if all is well a green banner with a success message should appear.

If a failure message appears continue to step two below.

2. Check DNS

DNS (Domain Name Service) is a Internet protocol that translates domain names (like visualware.com) to IP addresses.

Some Internet providers (like Verizon FiOS) have issues with the BCS domain name.

This can be solved by changing the DNS Servers the computer uses to do lookups.

We recommend using Google DNS servers, which are 8.8.8.8 and 8.8.4.4

Updating DNS servers

3. Proxy (Advanced)

If a proxy or VPN is in use it's important to ensure they allow BCS traffic.

This document goes into more detail on the ports and protocols the BCS uses to communicate.