When to use this article
This article describes steps to diagnose and solve a situation when the StreamBIM web application fails to load. Depending on operating system, web browser and the specific cause, the symptom you observe may be:
- Browser hanging, not loading anything
- "Could not open web page..."
- "Site not found"
Note: if you get to a login screen but login fails it means you have already loaded the StreamBIM web application, and you do not have any of the problems described here. Please contact firstname.lastname@example.org if login fails.
Check that you have internet access
First, check that you are connected to a network either by cable, WiFi or mobile.
Open a web page you use often, one with a very high number of visitors. If such a site fails to load it is a good indication that your local network does not currently have internet access. Contact the administrator of your local network to have this resolved.
Check that your name server is able to resolve app.streambim.com
When you attempt to open https://app.streambim.com, your browser will ask a name server (DNS) for the IP address of app.streambim.com (eg 220.127.116.11). All communication between your browser and our server will use the IP address. If the DNS does not provide the IP address, your browser will not be able to load the web page.
On Windows 10 you can use the tracert or ping commands to check that your name server resolves app.streambim.com:
- At the Desktop, click Start
- Type cmd in the search bar and hit enter to open the Command shell
- In the command shell type tracert app.streambim.com and hit enter
- Check that the first line of output includes information about the server and IP address; see the IP address marked in red in the screenshot below
If tracert hangs or does not output "Tracing route to ..." it means that your name server does not resolve app.streambim.com. Proceed to section "Solve name server issue".
Check that our servers are physically reachable
In your browser's address bar type 18.104.22.168 and hit enter. This is the (current as of this writing) IP address of our servers for app.streambim.com. Typing the IP address bypasses the name server and tests the physical reachability. If everything works as it should you will get an empty page with a single line of text saying "default backend - 404". If you get anything else, there is a network problem somewhere between your local network and our servers. Proceed to section "Solve IP address not reachable".
Solve name server issue
Your name server can fail to resolve a host name for a multitude of reasons, most of them outside of your control unless you happen to work in the IT department. The proper way to proceed is to inform your network administrator or Internet Service Provider about the problem and ask them to fix it. Here is a sample text you can use as you see fit:
I am unable to access the StreamBIM cloud solution hosted at app.streambim.com. Use of "tracert app.streambim.com" indicates that our DNS server does not resolve app.streambim.com. This is a legitimate service that I need to access. The vendor can be reached at email@example.com.
Depending on how your personal computer is configured and administrated you may have permissions to choose another name server than the one provided by your network. Here is an easy to follow article describing how to change the DNS for a Windows 10 computer. We recommend using Google's public DNS which we know resolves app.streambim.com correctly; the address for the Google public DNS is 22.214.171.124.
Solve IP address not reachable
The cause of this issue can either be related to the firewall, network proxy or other security measures in effect for you local network, or a routing issue outside of you local network. The second alternative has low probability as our servers are hosted on the world's largest hosting provider AWS, with excellent connectivity globally. Any network provider loosing connectivity to AWS would quickly be notified and take steps to remedy the situation.
The first step in solving this issue is to ask your network administrator or Internet Service Provider to ensure that their security measures do not interfere with the reachability of app.streambim.com. Here is a sample text you can use as you see fit:
I am unable to access the StreamBIM cloud solution hosted at app.streambim.com. Use of "tracert app.streambim.com" indicates that the host name resolves correctly (currently to 126.96.36.199), but there is no connectivity between my computer and that IP address. This is a legitimate service that I need to access. The vendor can be reached at firstname.lastname@example.org.
If your network administrator or Internet Service Provider is unable or unwilling to establish connectivity to our servers, we kindly ask that you write to us at email@example.com. Please attach a screenshot from your web browser trying to open the page 188.8.131.52 and the full output of the "tracert app.streambim.com" command. Although the problem will be outside of our control we would like the opportunity to perform our own investigation and inform any affected Internet Service Providers about the problem.