How to diagnose DNS issues

This help topic helps you to diagnose DNS (Domain Name Services) issues from your computer to the TrackerRMS service.

Depending on your own personal network configuration, be it at work or at home, your DNS can be setup completely differently. You DNS or Domain Name Service is what links the URL’s you type into the Address Bar on your browser to the physical servers that they point to and can reside in a number of places from your broadband router in the corner of your office to a dedicated outside ISP (Internet Service Provider) such as BT or Google.

If your DNS is not up to date, your computer may find it difficult to locate the TrackerRMS servers and access the application.

How to diagnose your DNS

To perform a simple check to see if your DNS is resolving correctly to our primary servers is to perform a “ping” test. To do this, first open a command prompt. For Mac users this can be found in your Terminal Application and for Windows users you can click Start > Run and type “cmd“.

Once a Command Prompt is open, type “ping logon.tracker-rms.com” (no quotes) and press Enter.

  • If the IP Address returned is 94.236.77.102 then your DNS is working fine
  • If the IP Address returned is 94.236.98.251 then your DNS is pointing to the TLD (Top Level Domain) for tracker-rms.com as is not working fine

If your DNS is not working, please either contact your ISP for assistance, or you can use an external DNS provider (see the Article “Configuring your network settings to use Google Public DNS” in this Help folder), or perform the following steps:

  1. Open a Command Prompt again if not already in one
  2. Type “tracert logon.tracker-rms.com” (no quotes) and press Enter
  3. Take a screen shot of the results and send it to us at support@tracker-rms.com