Overview

When mobile devices are not receiving work from Weighsoft, several factors could be responsible. This article outlines common causes and provides steps to test and resolve communication issues.

Common Causes of Communication Failures

Required services not running
Change of server IP address
Mobile network provider issues
Local network/firewall configuration

Testing Communications on a Mobile Device

To verify connectivity between a mobile device and the Weighsoft server:

Open any Weighsoft mobile application.
If logged in, log out.
Click the Settings cog below the login box.
Navigate to General.
Click Test Server Connection.

A Connection Test panel will appear showing the status of each test item. All items must pass with a green tick:

Issue-Specific Guidance

Internet Connection Fails

This indicates a problem with the device’s Wi-Fi or mobile data.
Must be resolved internally by your IT team or mobile/SIM provider.
If the device has no internet access, all other tests will fail.

Mobile Service Outage

If the tablet’s SIM provider is experiencing an outage, communication will be disrupted.
Resolution depends on the provider restoring service.

Required Services Not Running

For mobile communication to work, the following services must be running on the server:

ISYS FleetEye Service
ISYS Message Queue Bridge
ISYS Mobile Messaging Service

If any are not running, they must be started manually or by your IT team.

Local Network Configuration

The server hosting Weighsoft must be externally accessible on the port used by the mobile messaging service (typically 3020).
Your IT team must ensure this port is open and properly configured on the firewall.

Change of IP Address

If the server has been relocated, or a new broadband/router has been installed, the external IP address may have changed.
This can prevent the bridge from being accessible externally.

Resolution Steps:

If the bridge uses an Access Group-owned subdomain, notify support to update the IP address.
If the domain is owned by your business, contact your IT or domain host to update the DNS record.
Advance notice of IP changes is highly recommended to minimize downtime.