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Live Tracking Screen Not Opening

Users may be unable to open or view the Live Tracking screen when the required communication port is blocked by the customer's network or firewall configuration.

Example Questions

    • Why is the Live Tracking screen not opening?
    • Why are users unable to access Live Tracking?
    • Why does Live Tracking work outside the customer's network but not within the office network?
    • Which network settings should be checked when Live Tracking is unavailable?

Symptoms

  • Live Tracking screen does not open.
  • Multiple users within the same organization or network experience the issue.
  • Other platform functions may continue to work normally.
  • The issue may occur across different branches connected to the same network/security infrastructure.

Information Required

  • Affected company/account.
  • Affected users and branches.
  • Customer network/firewall details, if available.
  • Screenshot or error message from the Live Tracking screen.
  • Whether the issue occurs on another network.
  • Relevant port and server details.

Troubleshooting Steps

Check Customer Network

Verify whether the required communication port for Live Tracking is accessible from the customer's network.

Check Firewall/Whitelist Configuration

Ask the customer's IT/network team to verify whether the required port or server is blocked by:

  • Firewall
  • Proxy
  • Network security policy
  • Port restrictions
  • Whitelisting rules

Test After Allowing the Port

Once the required port is allowed/whitelisted, ask the user to access the Live Tracking screen again.

Possible Cause

The Live Tracking screen may not load when the required communication port is blocked by the customer's network or firewall.

Resolution

Coordinate with the customer's IT/network team to allow or whitelist the required Live Tracking communication port.

After the port is allowed, verify that the Live Tracking screen opens and functions normally.

If the issue persists after the required port is allowed, collect the network details, affected users, screenshots, and server/port information and escalate the issue for further investigation.