How to troubleshoot network connection issues

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Autify Nexus might display one of the following errors if there is a network connection issue between your environment and Autify’s servers:

  • “ERR_INTERNET_DISCONNECTED”

  • “Could not connect to this server. Please check the URL and your network connection.”

This document will help you to troubleshoot and identify possible issues in your network configuration to resolve such errors.

Initial troubleshooting steps

Confirm the following points, as they are common sources of network connection issues when using Autify Nexus.

  • Your network is correctly configured to allow communication with Autify’s servers

  • Your device is connected to the internet and can access external websites (not limited to your company’s domain)

  • You have confirmed with your IT team that the Autify Nexus application has access to the internet

  • If possible, you’ve tried restarting your router or switching to a different network

Verify that you can access Autify’s servers

If the initial troubleshooting steps didn’t solve your issue, try the following steps to confirm that you can connect to Autify’s servers.

You will need your server URL. This is the URL given to you when you signed up to Autify Nexus, and it’s the URL you use to log in to the application.

When following the below instructions, replace the placeholder URL xxxxxx.cloud.autify.com with your full server URL.

Step 1: Check your DNS settings

First, confirm that your device or environment can find Autify’s server correctly.

Open a Command Prompt (Windows) or Terminal (macOS/Linux) and run the following command:

nslookup xxxxxx.cloud.autify.com

Output on success

If successful, you’ll see a response that includes an IP address and server name. This means that your DNS settings are fine.

// Example Output
Server:         8.8.8.8
Address:        8.8.8.8#53

Non-authoritative answer:
xxxxxx.cloud.autify.com  canonical name = atlas-prd-xxxxxx.ap-northeast-1.elb.amazonaws.com.
Name:   atlas-prd-xxxxxx.ap-northeast-1.elb.amazonaws.com
Address: 35.76.183.70
Name:   atlas-prd-xxxxxx.ap-northeast-1.elb.amazonaws.com
Address: 54.199.44.111

Output on failure

If nothing shows up or you get an error, your internal DNS settings might be misconfigured.

Resolution

If you’re on a secure or corporate network, your IT team may be managing DNS. In this case, please check with them to ensure that the domain xxxxxx.cloud.autify.com can be resolved correctly.

Alternatively, try switching to a public DNS provider like Google DNS (8.8.8.8) or Cloudflare DNS (1.1.1.1) to see if that resolves the issue.

Step 2: Test your connection to Autify’s server

If your DNS settings are fine, check if your device can reach Autify’s server through the internet.

In a Command Prompt (Windows) or Terminal (macOS/Linux) window, run the following command:

curl xxxxxx.cloud.autify.com

Output on success

If successful, you’ll see a response similar to the following HTML markup. A successful response indicates that your environment can connect to the Autify Nexus servers.

$ curl xxxxxx.cloud.autify.com
<html>
<head><title>301 Moved Permanently</title></head>
<body>
<center><h1>301 Moved Permanently</h1></center>
</body>
</html>

Output on failure

If the response is an error or doesn’t match the expected output above, your network may be blocking access.

Resolution

Ask your IT team to whitelist xxxxxx.cloud.autify.com in your firewall or proxy settings to allow Autify Nexus to connect properly.

Still need help?

If you’re still experiencing network issues after following the steps above, we’re here to help.

Please contact our support team with the following information (if available):

  • The error message or behavior you’re seeing

  • Any troubleshooting steps you’ve already tried

  • A screenshot or copy of any output from your troubleshooting steps

This will help us assist you faster and more accurately.

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