Troubleshooting Connection and Access Issues

This guide helps you diagnose and resolve connection problems when accessing ProPay WEB from local networks, remote locations, or the internet.

Understanding Connection Scenarios

Three Access Methods

Local Server Access (http://localhost)

• From the server itself
• Tests IIS is running
• Bypasses network issues

Internal Network Access (http://192.168.1.2)

• From computers on same local network
• Tests internal connectivity
• Uses private IP address

External Internet Access (http://yourdomain.com)

• From outside your network
• Tests router, firewall, DNS
• Uses public domain or IP

Systematic Troubleshooting Approach

Step 1: Test Local Server Access

Start by testing on the server itself to isolate the problem.

Test Procedure:

1. On the server, open web browser
2. Go to `http://localhost`
3. Observe the result

If Successful:

• IIS is running correctly
• ProPay WEB files are accessible
• Problem is network-related
• Proceed to Step 2

If Unsuccessful:

• IIS may not be running
• IIS configuration issue
• ProPay WEB not installed correctly
• See "IIS Not Running" below

Step 2: Test Internal Network Access

If localhost works, test from another computer on your network.

Test Procedure:

1. On different computer on same network, open browser
2. Go to `http://[server-internal-ip]` (e.g., http://192.168.1.2)
3. Observe the result

If Successful:

• Internal network connectivity is good
• Server firewall allows connections
• Problem is external access related
• Proceed to Step 3

If Unsuccessful:

• Windows Firewall may be blocking
• Network connectivity issue
• Wrong IP address
• See "Cannot Access from Internal Network" below

Step 3: Test External Internet Access

If internal access works, test from outside your network.

Test Procedure:

1. From external location (different network, mobile data, friend's house)
2. Go to `http://[your-static-ip]` or `http://yourdomain.com`
3. Observe the result

If Successful:

• Full configuration is correct
• ProPay WEB is accessible from internet

If Unsuccessful:

• Router port forwarding issue
• ISP blocking connections
• DNS configuration problem
• See "Cannot Access from Internet" below

Common Connection Problems

IIS Not Running

Symptoms:

• Localhost access fails
• "Cannot connect" error on server
• All users cannot access

Check IIS Status:

1. Open Command Prompt as Administrator
2. Type `iisreset /status` and press Enter
3. Note the status

If IIS is Stopped:

1. Type `iisreset /start` and press Enter
2. Wait for confirmation
3. Try accessing `http://localhost` again

If IIS Won't Start:

1. Check Event Viewer for errors:
• Open Event Viewer
• Go to Windows Logs > System
• Look for IIS or W3SVC errors
1. Port 80 may be used by another application:
• Type `netstat -ano | find ":80"` to see what's using port 80
• Stop conflicting application
• Or configure IIS to use different port
1. Restart server if needed

Cannot Access from Internal Network

Symptoms:

• Localhost works on server
• Other computers get "Cannot connect"
• Times out or connection refused

Check Windows Firewall:

1. On server, open Windows Defender Firewall
2. Click Allow an app or feature through Windows Firewall
3. Find World Wide Web Services (HTTP)
4. Ensure Private box is checked
5. Click OK
6. Try accessing from another computer again

If Still Fails:

1. Test with Firewall Disabled (Temporarily):
• On server, turn off Windows Firewall
• Try accessing from another computer
• If now works, firewall is the issue
• Re-enable firewall immediately
• Add proper firewall rule
1. Verify IP Address:
• On server, open Command Prompt
• Type `ipconfig`
• Note IPv4 Address
• Ensure you're using this exact address
1. Check Network Connection:
• Verify computers on same network
• Ping server from client: `ping [server-ip]`
• If ping fails, network issue exists

Cannot Access from Internet

Symptoms:

• Localhost works
• Internal network access works
• External access fails

Most Common Cause: Port Forwarding

1. Verify Router Port Forwarding:
• Access router configuration
• Find port forwarding section
• Check rule exists for port 80
• Verify internal IP matches server
• Ensure rule is enabled
1. Check Static IP Configuration:
• Verify router has static IP from ISP
• Check if IP address changed
• Visit https://whatismyip.com to see current IP
• Compare to configured IP
1. Test Port is Open:
• Visit https://www.canyouseeme.org
• Enter port 80
• Click "Check Port"
• If closed, port forwarding not working

Second Common Cause: ISP Blocking

Some ISPs block port 80 for residential customers.

1. Contact ISP:
• Ask if they block inbound port 80
• If yes, request business service or unblock
• Or use alternate port (see below)
1. Use Alternate Port:
• Configure IIS to use port 5899 or 8080
• Update port forwarding to new port
• Clients access via http://yourdomain.com:5899

Third Common Cause: DNS Issues

If domain name doesn't work but IP address does:

1. Check DNS Configuration:
• Log into domain registrar
• Verify A record points to correct IP
• DNS changes take 24-48 hours to propagate
• Try using IP address temporarily
1. Clear DNS Cache:
• On client computer, open Command Prompt
• Type `ipconfig /flushdns`
• Try accessing again

Intermittent Connection Problems

Symptoms:

• Sometimes works, sometimes doesn't
• Disconnects randomly
• Slow or timing out

Possible Causes:

1. Dynamic IP Address:
• Verify you have static IP from ISP
• Check if IP changes after router restart
• If dynamic, upgrade to static IP service
1. Server Not Always Running:
• Ensure server runs 24/7
• Check server doesn't sleep or hibernate
• Disable power saving on server
• Configure to restart after power failure
1. Internet Connection Issues:
• Test internet stability
• Check with ISP about outages
• Verify bandwidth is sufficient
• Monitor for packet loss
1. Server Resource Issues:
• Check server CPU and memory usage
• Ensure sufficient resources available
• Close unnecessary applications on server
• Consider server hardware upgrade

Specific User Cannot Connect

Symptoms:

• Most users can connect fine
• One user or location cannot connect
• Error varies by user

Possible Causes:

1. User's Firewall:
• Check user's Windows Firewall
• Check corporate firewall if in office
• Temporarily disable to test
• Add exception if needed
1. User's Network:
• Some networks block unusual ports
• Try from different network
• Use mobile data to test
• VPN may interfere
1. Browser Issues:
• Try different browser
• Clear browser cache
• Check JavaScript enabled
• Update browser to latest version
1. DNS on User's Computer:
• User can access via IP but not domain name
• Clear DNS cache: `ipconfig /flushdns`
• Try Google DNS: 8.8.8.8 and 8.8.4.4

Advanced Troubleshooting Tools

Using Command Prompt Tools

Ping - Test Basic Connectivity

_CODE_BLOCK_0_

• Tests if server responds on network
• Should see replies with response time
• If "Request timed out," connectivity problem

Tracert - Trace Route to Server

_CODE_BLOCK_1_

• Shows path packets take to server
• Identifies where connection fails
• Useful for external access issues

NSLookup - Test DNS Resolution

_CODE_BLOCK_2_

• Verifies domain name resolves to IP
• Should show your static IP address
• If wrong IP, DNS configuration issue

Telnet - Test Specific Port

_CODE_BLOCK_3_

• Tests if port 80 is accessible
• Blank screen means success
• Error means port blocked or closed

Using Online Tools

CanYouSeeMe.org

• Tests if ports are open to internet
• Quick check for port forwarding
• Visit: https://www.canyouseeme.org

WhatIsMyIP.com

• Shows your public IP address
• Verify it matches your static IP
• Visit: https://www.whatismyip.com

Down For Everyone Or Just Me

• Tests if website is accessible globally
• Determines if issue is local to you
• Visit: https://downforeveryoneorjustme.com

Network Configuration Checklist

Use this checklist to verify your complete configuration:

Server Configuration

• [ ] IIS installed and running
• [ ] ProPay WEB files in correct folder
• [ ] Server has static internal IP address
• [ ] Static IP outside DHCP range
• [ ] Windows Firewall allows port 80 and 443
• [ ] Server doesn't sleep or hibernate
• [ ] Sufficient disk space available
• [ ] Server performance adequate

Router Configuration

• [ ] Router has static IP from ISP
• [ ] Port forwarding rule for port 80 exists
• [ ] Port forwarding points to correct internal IP
• [ ] Port forwarding rule is enabled
• [ ] If using HTTPS, port 443 forwarded
• [ ] Router firewall allows forwarded ports
• [ ] Router firmware is current

DNS Configuration

• [ ] Domain name registered
• [ ] A record points to static IP
• [ ] DNS changes have propagated (24-48 hours)
• [ ] Subdomain configured if used
• [ ] TTL set appropriately

Testing

• [ ] Localhost access works
• [ ] Internal network access works
• [ ] External access via IP works
• [ ] External access via domain works
• [ ] Access from multiple external locations tested
• [ ] HTTPS works if SSL configured

Browser Compatibility Issues

Internet Explorer Login or Display Problems

Symptoms:

• Client cannot log in using Internet Explorer 10 or later
• Pages don't display correctly
• Payroll entry screen doesn't work properly
• Error messages when clicking buttons

Solution A: Enable Compatibility View in Internet Explorer

1. Open Internet Explorer.
2. Press Alt key to show the menu bar.
3. Click Tools > Compatibility View settings.
4. Type your ProPay WEB URL in the field.
5. Click Add.
6. Check Use Microsoft compatibility lists.
7. Click Close.

Solution B: Use a different browser. For best compatibility, use the latest version of Google Chrome, Mozilla Firefox, or Microsoft Edge.

Windows Server 2008 IIS HTTP Errors

Symptoms:

• HTTP Error 503 (Service Unavailable)
• HTTP Error 500.19 (Internal Server Error)

Solution for 32-bit application on 64-bit server:

1. Open Internet Information Services (IIS) Manager.
2. Expand your server name and click Application Pools.
3. Find the ProPay WEB application pool.
4. Right-click and select Advanced Settings.
5. Find Enable 32-Bit Applications and change value to True.
6. Click OK.
7. Right-click the application pool and select Restart.

Solution for HTTP Error 500.19 after installing WSUS:

1. Open Command Prompt as administrator.
2. Run this command:

_CODE_BLOCK_4_

1. Restart IIS.

Connection Speed and Performance

Slow Page Loading

Symptoms:

• Pages load but very slowly
• Timeout errors
• Better from some locations than others

Possible Causes:

1. Insufficient Bandwidth:
• Check internet upload speed (not download)
• Minimum 3 Mbps upload recommended
• Test at https://www.speedtest.net
• Upgrade internet service if needed
1. Server Performance:
• Check server CPU and memory
• Close unnecessary applications
• Add more RAM if needed
• Faster hard drive may help
1. Network Congestion:
• Limit other network activity during payroll
• Schedule heavy downloads for off-hours
• Consider Quality of Service (QoS) settings on router

Timeouts During Data Entry

Symptoms:

• Session timeout while working
• Lose work in progress
• Have to login frequently

Solutions:

1. Save More Frequently:
• Click Save every few minutes
• Don't let page sit idle
• Complete tasks in shorter sessions
1. Extend Session Timeout:
• Contact Paysoft support
• Request longer session timeout
• Balance convenience with security
1. Check Connection Stability:
• Wireless connection may drop
• Use wired connection when possible
• Check for WiFi interference

When to Call for Help

Call Your Payroll Processor If:

• You cannot login (password issue)
• Need user access changed
• Questions about using ProPay WEB
• Questions about payroll data

Call Paysoft Technical Support If:

• IIS won't start after troubleshooting
• Error messages in IIS logs
• ProPay WEB application errors
• Database connection errors
• Need installation or configuration help

Call Your IT Professional If:

• Network issues beyond basic troubleshooting
• Router configuration complexity
• Server hardware issues
• Advanced security configuration needed

Call Your ISP If:

• Internet connection unreliable
• Static IP address issues
• Suspected port blocking
• Bandwidth insufficient

Documentation to Keep

Network Configuration:

• Server internal static IP
• Router external static IP
• ISP account information
• DNS configuration settings

Login Credentials:

• Router admin username/password
• Administrator web login credentials
• ISP account credentials
• Domain registrar login

Support Contacts:

• Payroll processor phone/email
• Paysoft support information
• ISP technical support number
• IT professional contact

Change Log:

• Date of configuration changes
• What was changed and why
• Who made the change
• Results of change

Related Topics

• System Requirements
• Iis Setup
• Static IP Setup
• Router and Firewall Configuration
• Error Messages
• Browser Compatibility
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