Unable to Open Chronicall

Overview

Chronicall fails to launch when I navigate to Chronicall inside Internet Explorer, Chronicall Desktop, or Chronicall Browserless.

Cause

The cause of this can be various, ranging from: an incorrect IP address for Chronicall Desktop, no recent Java installation (for browser version), change in network settings (blocked ports), Chronicall services not running on the Chronicall server, to corrupt files on the Chronicall server.

NOTE:  If SSL is Enabled, you need to use HTTPS://ChronicallURL:9080/ Chronicall Document BaseID.  Nginx requires that all connections (our own, or API) and need to connect with that URL, not the IP address.  If you are having issues accessing Chronicall see if they have SSL Enabled.  

Resolution

Follow the steps below to narrow down the source of the issue.

Connecting Via Browser

If you are trying to connect to the Chronicall server via Internet Explorer follow the steps here

1. First, verify you are using the correct IP address and port in the browser URL bar.  The default format is http://ipaddress:9080 as shown here.  This method of connection requires a local installation of Java to connect to Chronicall via Internet Explorer
   
   
   
   
2. Verify your local Java security settings.  You can access this by navigating inside Windows to Control Panel > Java > Security
3. You want to make sure you have an exception for your Chronicall server as shown below
   
   
   
   
4. If it still fails to connect, try connecting next with Chronicall Desktop

Connecting Via Desktop

1.  If you do not have Chronicall Desktop installed on the local machine, download the app installer to install Chronicall Desktop
2. Test launching Chronicall Desktop to see if it connects.  Also, have other users on the same subnet test access to the Chronicall server.  If it works for them, try a clean wipe uninstall and install.  Try the connection again
3. Next, verify that you have the correct IP address and port for your Document Base file
4. Open the File Explorer for the current logged in user, for example -  C:\Users\John
5. Open the .chronicall folder found here, then open the documentbase.txt file as shown below
   
   
   
   
6. Verify you have the correct IP address and port inside this file. If not, update it to the correct setting and save

Corrupt Launch File

1. Sometimes one of the two key launch files can become corrupted, causing an error at launch on the server itself whether Browser or Browserless
2. Please refer to this article which covers troubleshooting Chronicall not launching due to missing or corrupt files

Chronicall Server Access

1. Test to see if you can log into Chronical via the browser or Desktop on the Chronicall server itself
   • If you can connect without issue, the issue most likely lies in your local network, as we have verified Chronicall is up and running  
2. Recent firewall changes, local firewalls, or different subnets between the end-user and the Chronicall server can prevent Chronicall from connecting
3. You can test this by disabling your local firewall or antivirus to see if Chronicall connects.  Here is a list of Ports Chronicall needs open to communicate
4. If you still cannot connect, check to make sure the Chronicall services are running on the Chronicall server.  You can refer to this article to start the services if needed, then test access again