General Troubleshooting

Last Updated: April 15, 2019

When unable to connect to a King-Devick web app, first determine if you are connected to a network. On the system taskbar (bottom right corner near the clock) there should be a small icon that is either a computer or Wi-Fi symbol. Depending on which icon you have, there are different situations:

Not connected to Wi-Fi

This symbol is indicative of not being connected to a wireless network. Depending on your network settings you may need to enter a password to connect to your network. Unfortunately we cannot provide this information as it is something that we would not have, and you will need to contact your local support.

Connected to Wi-Fi

Both of these symbols mean you are connected to a network by Wi-Fi or ethernet (directly plugged in to the router) respectively and have an internet connection. If you have either of these you should be able to access any of the applications normally and may want to consult local support for further assistance as this may be an issue with your network configuration.

If you are on a guest network like the ones they have on school campuses or at businesses, it is likely that you will be unable to sync your apps with the server due to the limitations of traffic over these networks. If you are able to connect to the internet, but are unable to connect to a K-D app, you will need to contact local technical support in order to get connected to the correct network.

Limited connectivity

If the ethernet or Wi-Fi symbol has a yellow caution mark as seen above, then you are connected to a network, but with some sort of error. Meaning the network is connected but more than likely will not provide internet access.

The following steps are only suggested if you have a very basic network setup. If you are part of a larger network that is managed by an IT team, it is not advised to follow these steps as they will likely not resovle the issue, and may complicate the situation.
  1. Confirm your network's router is connected to the incoming data line.
  2. Right click the icon and select Troubleshoot Problems and follow the on screen prompts from windows.
  3. Attempt to disconnect and reconnect to the network (in the case of a hardline disconnect the physical cable)
  4. Do not attempt this step without warning other people on your network as this will take them offline. Try unplugging your router, waiting 10 seconds and then plugging it back in. Wait 1-2 minutes for the router to start back up and see if you are connected
  5. Open windows command prompt (press the Windows key + R, enter CMD into the text box then hit ok) and enter the commands listed below. After hitting enter each time, the commands may take a moment to run. You will know they are done running when you see the blinking cursor return.
    • Type "ipconfig /release" and hit enter.
    • Type "ipconfig /renew" and hit enter.
    • Type "ipconfig /flushdns" and hit enter
  6. At this point, if network connectivity is not restored, it is advised that you contact your local support or internet service provider as there is likely a deeper issue going on with your network or computer.

No Wi-Fi networks found No network adapters detected

These symbol indicate a failure to detect any network. There are several potential causes for this:

  • The device is in airplane mode. If you are on a Windows 10 computer this can be toggled by clicking the notification icon to the right of the system clock in the bottom right corner and then the airplane mode icon.

  • The network adapter, which handles connecting to the internet, may be disabled on your device. If you are connecting via Wi-fi on a laptop there is often a physical switch or function key combination that toggles Wi-Fi on and off. If you are connecting via ethernet then the setting may be toggled by going to the Control Panel, Network and Internet, and then Network Connection. Then right click on the adapter in question and see if it is enabled or disabled.

  • A part may have failed. Specifically the cable running to the computer or the network card (where the network cable plugs in). In the case of a direct connection to the router both are most easily tested by trying another cable or by plugging your current cable into a known working device. If you are connecting to Wi-fi, a bad Wi-Fi card is all but impossible to confirm with 100% certainty unless you replacing the part.