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.
If a message stating the BCS is already running appears then either the app is running already or it's been installed previously. Both of these situations should be fine and require no further action.
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.
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.