Your server could not be reached over the Internet

Owned by Kelli Higdon
Last updated: Jul 10, 2024
3 min read

If you attempt to login to your Admin Panel and see the message above, please troubleshoot this problem as follows:

New article - please go to:

Network Config Troubleshooter - I cannot log in to my Web Admin Panel - IP connectivity

 

Old article (last updated Oct 2008):

  1. Connect a keyboard and monitor to your PBXtra

  2. At the login screen, use ip as the username and ip as the password

  3. Select Option 3 from the list

  4. On the Hostname/IP: line, type in the IP address of your Gateway and press Enter (commonly 192.168.1.1 - contact your network administrator if you do not know the IP address of your Gateway)

  5. At the Number of times to ping (10): line, press Enter

  6. You should see replies like the following (note that in our example, the Gateway address is 10.10.10.1):

    PING 10.10.10.1 (10.10.10.1) 56(84) bytes of data. 64 bytes from 10.10.10.1: icmp_seq=0 ttl=64 time=0.226 ms 64 bytes from 10.10.10.1: icmp_seq=1 ttl=64 time=0.204 ms 64 bytes from 10.10.10.1: icmp_seq=2 ttl=64 time=0.206 ms 64 bytes from 10.10.10.1: icmp_seq=3 ttl=64 time=0.249 ms 64 bytes from 10.10.10.1: icmp_seq=4 ttl=64 time=0.215 ms 64 bytes from 10.10.10.1: icmp_seq=5 ttl=64 time=0.216 ms 64 bytes from 10.10.10.1: icmp_seq=6 ttl=64 time=0.204 ms 64 bytes from 10.10.10.1: icmp_seq=7 ttl=64 time=0.199 ms 64 bytes from 10.10.10.1: icmp_seq=8 ttl=64 time=0.198 ms 64 bytes from 10.10.10.1: icmp_seq=9 ttl=64 time=0.207 ms --- 10.10.10.1 ping statistics --- 10 packets transmitted, 10 received, 0% packet loss, time 8998ms rtt min/avg/max/mdev = 0.198/0.212/0.249/0.019 ms, pipe 2

  7. The replies above indicate that the PBXtra can communicate with the Gateway (router).  If you do not see any replies (timeout statements only) - YOU HAVE A LOCAL AREA NETWORK PROBLEM - CONTACT YOUR ADMINISTRATOR FOR RESOLUTION.

  8. At the Press Enter to return to the Menu: line, press Enter

  9. Select Option 3 from the list

  10. On the Hostname/IP: line, type in the IP address 4.2.2.2 and press Enter

  11. At the Number of times to ping (10): line, press Enter

  12. You should see replies like the following:

    PING 4.2.2.2 (4.2.2.2) 56(84) bytes of data. 64 bytes from 4.2.2.2: icmp_seq=0 ttl=57 time=2.57 ms 64 bytes from 4.2.2.2: icmp_seq=1 ttl=57 time=2.49 ms 64 bytes from 4.2.2.2: icmp_seq=2 ttl=57 time=1.76 ms 64 bytes from 4.2.2.2: icmp_seq=3 ttl=57 time=2.02 ms 64 bytes from 4.2.2.2: icmp_seq=4 ttl=57 time=2.69 ms 64 bytes from 4.2.2.2: icmp_seq=5 ttl=57 time=2.32 ms 64 bytes from 4.2.2.2: icmp_seq=6 ttl=57 time=2.20 ms 64 bytes from 4.2.2.2: icmp_seq=7 ttl=57 time=1.86 ms 64 bytes from 4.2.2.2: icmp_seq=8 ttl=57 time=2.54 ms 64 bytes from 4.2.2.2: icmp_seq=9 ttl=57 time=2.45 ms --- 4.2.2.2 ping statistics --- 10 packets transmitted, 10 received, 0% packet loss, time 9006ms rtt min/avg/max/mdev = 1.765/2.295/2.696/0.303 ms, pipe 2

  13. The replies above indicate that your PBXtra can reach the Internet.  If you do not see any replies above - YOU HAVE A PROBLEM WITH YOUR INTERNET SERVICE - CONTACT YOUR INTERNET SERVICE PROVIDER FOR RESOLUTION.

  14. At the Press Enter to return to the Menu: line, press Enter

  15. Select Option 3 from the list

  16. On the Hostname/IP: line, type in vpn1.fonality.com and press Enter

  17. At the Number of times to ping (10): line, press Enter

  18. You should see replies like the following:

    PING vpn1.fonality.com (216.52.219.204) 56(84) bytes of data. 64 bytes from 216.52.219.204: icmp_seq=0 ttl=56 time=2.45 ms 64 bytes from 216.52.219.204: icmp_seq=1 ttl=56 time=2.31 ms 64 bytes from 216.52.219.204: icmp_seq=2 ttl=56 time=3.01 ms 64 bytes from 216.52.219.204: icmp_seq=3 ttl=56 time=1.90 ms 64 bytes from 216.52.219.204: icmp_seq=4 ttl=56 time=2.57 ms 64 bytes from 216.52.219.204: icmp_seq=5 ttl=56 time=2.48 ms 64 bytes from 216.52.219.204: icmp_seq=6 ttl=56 time=2.76 ms 64 bytes from 216.52.219.204: icmp_seq=7 ttl=56 time=3.87 ms 64 bytes from 216.52.219.204: icmp_seq=8 ttl=56 time=2.32 ms 64 bytes from 216.52.219.204: icmp_seq=9 ttl=56 time=2.44 ms --- vpn1.fonality.com ping statistics --- 10 packets transmitted, 10 received, 0% packet loss, time 9006ms rtt min/avg/max/mdev = 1.909/2.617/3.873/0.501 ms, pipe 2

  19. The replies above indicate that Fonality's VPN servers are online and available.  If you see a could not resolve host error message - YOU HAVE A DNS PROBLEM - proceed to Step 26.  If you see a timeout error message - FONALITY'S VPN SERVERS ARE EXPERIENCING A PROBLEM - PLEASE NOTIFY FONALITY SUPPORT IMMEDIATELY.

  20. Fonality's Annual Support and Maintenance Agreement does not include troubleshooting or configuring customer-provided networking equipment such as Microsoft Windows Active Directory servers providing DNS services to your network.  Please do the following:

    1. In your Admin Panel, click on Options --> network

    2. Under the DNS Settings section, set Dynamic DNS to static

    3. Under the DNS Settings section, make sure that Primary DNS and Secondary DNS are set to the IP address of your company's DNS server OR you can enter the following values if you do not have an internal DNS server:

      1. Primary DNS = 4.2.2.2

      2. Secondary DNS = 4.2.2.1

    4. Click Apply All Changes

  21.  Perform Steps 20-23 again.  If you set the DNS correctly, you should now see replies, and your PBXtra will soon automatically reconnect to Fonality enabling your Admin Panel.

 

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