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John Nork

Single Client Computer Suddenly Cannot Connect to Remote Web Access System

We manage a law firm's computer network.  The server operating system is Windows Server Essentials 2012 R2.  We installed the new network in 2015, and overall it has worked very well.

One of the senior partners at the firm lives a long distance from the office.  As a result, he relies on the Remote Web Access (Anywhere Access) to work remotely.  His desktop computer has Windows 10 and he uses Google Chrome as his primary web browser.

Until recently, the RWA system has worked very well for him.  Recently, though, he has been unable to connect to Remote Web Access.  Instead his attempt to do through with Chrome results in a timeout error and failure.  Please note that he has used Chrome for this function since 2015 and it has worked consistently and reliably.  Also, he is able to connect to many other web address without problem.

We tested connecting to their Remote Web Access system from our office, using various browsers, computer and operating systems (Windows 10 and 7) and in every case we have connected easily to RWA.  The only time we experienced the timeout error with Chrome was when we incorrectly typed the RWA address.  Once that was fixed, everything worked perfectly.

Given this background and recent problem, does anyone have any ideas how we can fix this?  Thanks very much for your help.

 

asked10/08/2019 21:34
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Last Activity 10/11/2019 14:50

1 Answer(s)

  • John Nork

    The problem was resolved by trying Internet Explorer and Edge on the remote computers.  At first, none of them worked and the problem persisted.  On the next pass, IE did work and loaded the RWA site correctly.  From that point on, all three browsers (including Chrome) worked every time.  At this point, my theory is that an invalid DNS (IP) value got inserted into a Windows or Chrome file.  When the client tried to use Chrome to connect to the RWA system, it timed out because the corresponding IP value was invalid.  Once the connection had been made successfully with a different browser, the error was corrected to the right IP address, then all browsers worked.

    Please let me know if you have a different theory.  Thanks.

    answered 10/11/2019 14:50
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