Troubleshooting Network and Connectivity Issues

Other Devices Cannot Open Atlas

Symptom: Atlas opens on the host computer but not on other devices, such as an iPad or a laptop.

Solutions:

1. Firewall: Check that the Atlas ports are allowed through the firewall of the host computer, as described in Firewall Configuration for Dermi Atlas Professional.
2. Same network: The device and the host computer must be on the same Wi-Fi or local network. Guest networks that isolate devices from one another do not work.
3. Address: Use the address shown on the Atlas Access card on the Atlas Status page in Dermi Atlas Manager, including the port. The defaults are 15015 for HTTP and 15045 for HTTPS, and Atlas Manager moves to another port when a default is busy. Devices with the certificate installed use the HTTPS address.
4. Reachability: From the device, ping the IP address shown on the Atlas Access card. No reply means the network does not let the two reach each other.

Atlas Access Shows "Local Access Only"

Symptom: The Atlas Access card reads Local Access Only with "Only accessible on this computer".

Solution: The host computer is not connected to a local network. Connect it to the practice network by cable or Wi-Fi. If the card still reads Local Access Only, select Restart in the Atlas Control card.

The Address Stops Working

Symptom: An Atlas address that worked before stops opening, for example after the host computer or the router restarted.

Cause: The router assigned the host computer a new IP address.

Solutions:

1. Select Restart in the Atlas Control card. The Atlas Access card then shows the current address; open it on each device and update bookmarks and installed apps.
2. On devices that use HTTPS, download and install the certificate again, as described in Troubleshooting SSL Certificate Issues.
3. Give the host computer a fixed address so it does not change again: see Configuring a Static IP Address for Dermi Atlas Professional.

Atlas Opens but Changes Do Not Sync

When Atlas opens on a device but its sync indicator reads "Offline" or "Loading" for long periods, see Troubleshooting Real-Time Sync Issues.