Troubleshooting

Timeout while connecting to the Server


HTTP Timeout

 

Your firewall, Internet Explorer or other software may prevent Incredible Charts from connecting to the Internet.
Here is a quick checklist:

  1. Check that you are connected to the Internet.
  2. Do you have Internet Explorer installed? If not, please install Internet Explorer
  3. Is Work Offline selected in Internet Explorer or Outlook Express?
    This interferes with HTTP and HTTPS file transfer protocols. Select Work Online.
  4. Do you have a firewall? You will need to permit Incredible Charts to connect to the Internet:
    • Temporarily disable the firewall and try Incredible Charts again
    • If successful, you will need to configure your firewall settings

For assistance with your firewall see:

  • Windows XP Firewall
  • Norton Personal Firewall
  • Mcafee Personal Fireall
  • Kerio Personal Firewall
  • Sygate Personal Firewall
  • PC-cillin
  • Zone Alarm
  • Company Firewalls: Firewall on your LAN
  • Other firewalls

 

If you have customized your firewall settings, check that they permit outgoing TCP connection to the following addresses:

  • https://66.70.45.174    Port 443
  • https://66.70.45.174     Port 80
  • https://208.70.245.30     Port 80
  • https://195.92.253.137  Port 80

 

  1. If Incredible Charts will not connect with your firewall disabled, proceed to the next step (after turning your firewall back on).
    • Open Internet Explorer and go to Tools>>Internet Options>>Security
    • Select Trusted Sites and click the Sites button

      IE6 Security

    • Enter *.incrediblecharts.com
    • Clear the check box: Require server verification (https) for all sites in this zone
    • Click the Add button

      ie6 Trusted Sites

    • Click OK to return to the Security tab
    • Click the Default Level button (for Trusted Sites)
    • Click OK.

      If your Trusted sites are set correctly, the icon ie6 Trusted Sites icon will display in the bottom right corner of the following pages:
  2. Do you have Ad-blocking or Content-filtering software?
    Disable the software and retry Incredible Charts. 
    If the connection works, you will need to create permission for Incredible Charts to connect to the Internet.
  3. Check (under Help >> About)that you have Internet Explorer 6 Service Pack 1 or later. 
    If not, either:
    • Update to Windows XP Service Pack 3 or a later version of Windows
    • Download and install the latest version of Internet Explorer.

The above steps account for more than 99% of all connection failures. If you still receive timeout errors after trying these steps, please send us your debug files.

 

Right-click and select Copy Shortcut to link to this paragraph   Debug Files

To send Debug files (at C:\Program Files\IncredibleCharts\Debug) to Support:

Complete a Support Request, then:

  • Using the Browse button, select Local disk (C:)
  • Open Program Files
  • Open Incredible Charts
  • Open the Debug folder
  • Attach the latest file in the folder (files are named by date e.g. 20031104_170559.txt)
  • Submit the form.

 

Right-click and select Copy Shortcut to link to this paragraph   Advanced tests

More technically conversant readers may wish to attempt the following additional steps:

  1. Check Internet Explorer Tools>>Internet Options>>Advanced>>Security>>Check for server certificate revocation. If selected, your firewall must permit Incredible Charts TCP outgoing connection to:

    https://195.92.253.137    Port 80
  2. IncredibleCharts uses HTTPS for several important tasks.
  3. If Windows XP throws an error message "Class not Found - upgrade Internet Explorer" when you have the latest version of Internet Explorer (6.0 or later), you may need to reinstall Internet Explorer.
  4. Are you on a Dial-Up connection (or Virtual Private Network)?
    If so, go to Internet Explorer Tools>>Internet Options>>Connections
    Is there a proxy server on your Internet connection?
  5. Do you have a LAN or broadband connection?
    Have you specified a proxy server for your LAN (in Internet Explorer)?
  6. If none of the above suggestions help, please forward all files in your Debug folder to Support.