songshow plus worship presentation software

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Mobile Control - Unable to connect to the host SSP system

2/21/2013

Symptom:
User is unable to connect to the host SongShow Plus system that they want to control using the iOS or Android device app installed.  When trying to connect an "Unable to connect" error message appears.

Troubleshooting Steps:
This assumes that all other setup steps have been followed first.  If you have not verified all of the SSP Mobile Control setup and settings already please consult the articles related to that first.  This also assumes that the Browser based Mobile Control function has been verified to work.  Make sure this is the case before proceeding.

PART 1 - Basic Ping Test
  1. From another PC on your network, use the basic ping utility from a command prompt to see if the target system will respond.
  2. Open a command prompt and type "ping" to get a list of options.
  3. Enter the IP address of the target system (SSP host) in the correct format and see if you get a response.  If you are unsure how to do this, contact your IT professional for assistance.
  4. If you get no response there is most likely a larger network issue.  Resolve this before continuing to PART 2.
PART 2 - Wired Network Verification
  1. If it is not already, connect the SSP host system to your network using a wired Ethernet (RJ45) connection.
  2. Launch SSP on the host system.
  3. From a second system connected to your network using a wired Ethernet connection, try to connect to the SSP host from a web browser by entering the host system IP address in the browser address bar.  If this connects then we know that it is a wireless issue and you should continue to PART 3. 
    If it does not connect in this manner, please revisit the Mobile Control setup and other related articles.  If this persists then contact support.

PART 3 - Wireless Network Verification

  1. Download and install the network tool called FING (free for both iOS and Android) on the device you are trying to connect to the SSP host system with.
  2. With SSP still running on the host system, launch the FING app on your device.  It should do the initial scan automatically.
  3. Once the scan is complete, look for the name and/or IP address of the SSP host system.  If it is not listed at all then you have an issue with your wireless network - proceed to the Possible Causes/Solutions below. 
  4. If the SSP host system is listed, select it and select the Scan Services list. 
  5. When the Scan Services is complete you should see the HTTP set up in the Mobile Control settings listed.  It should show either port 80 (default) or port 8080 (if you changed it) in the list.  Select that port to connect to the system in a browser.  If this works from your device but the app does not, contact support.
  6. If the SSP host system is listed but the default port 80 (or the alternate port of 8080) does not show up in the Scan Services list then there is an issue at the host system.  Check settings there again and other related articles.  If this is not resolved contact support. 
Possible Cause:
Incorrect or conflicting network router, modem or wireless access point settings is isolating the wireless devices.

Possible Solution: 
You may need to either modify settings (if possible) or disable the isolation feature in your router/modem/AP to allow your wireless devices to see the rest of the network.  Refer to KB MC019 for more details.



Possible Cause:
The root cause is possibly associated with the network connection or availability of the host SongShow Plus system on the network.

Possible Solution:
You can refer to the KB MC003 (iOS) or KB MC008 (Android) for complete setup instructions.
 
There are several things that must be set in order for this to work correctly.

Verify that the device is on the same network as the host system.  This can be done by verifying they are on the same subnet and can ping each other.  Contact your IT professional if you do not know how to do this.

Verify the host SongShow Plus system is running with SongShow Plus launched and running.

Verify that the host SongShow Plus system has Mobile Control enabled.  This can be found in the Tools menu or the Utilities Panel.



Possible Cause:
The root cause is possibly a firewall blocking access across the network.

Possible Solution:
Check your firewall settings and verify that SongShow Plus is allowed inbound and outbound access.
Consult KB MC010 for details.



Possible Cause:
The root cause is may be incorrect settings on the host SongShow Plus system.

Possible Solution:
It is possible that an incorrect IP address was entered in the Host system Mobile Control settings.  In most cases, no IP address needs to be entered at all.  You can check this by using the instructions below:

1.      Click on Start > Programs > SongShow Plus > Utilities to open the SSP Utilities panel.

2.      Select the Mobile Control Settings option.

3.      In the Mobile Control panel, make sure the Enabled box is check marked.

4.      *Do Not Enter an IP Address* Click the Default Settings button and leave all of the default selections as they are. 
You should not need to make any changes unless you are running IIS or other HTTP server on the Host system.  Contact your IT Specialist if you are not sure.  If there is something else using port 80 on the Host system, enter an open port of your choosing in the Port field - 8080 is a common choice.  If you are unsure about this, contact your IT Specialist.

5.      Click Save to save and close the Mobile Control configuration panel.

6.      Close the Utilities Panel and launch SongShow Plus.  SongShow Plus must be running to be accessible via Mobile Control.



Possible Cause:
The root cause is possibly duplicate networks or more than one network device in the host SongShow Plus system.

Possible Solution:
Check your Host system for multiple networks.
If your Host system has access to more than one network, it may be necessary to designate which network is being used in the Mobile Control setup on the Host SongShow Plus system.  If you have more than one network adapter in the Host system you may need to remove or disable one of them.

NOTE:  It appears that Windows will give preference to a wired network adapter over a wireless network adapter that are in the same system on the same network.  For our purposes, when two adapters are present in the same system, enter the IP address of the wired network adapter in the Mobile Control setup on the host SSP machine. 

Contact your IT professional if you have issues resolving this.


If none of the solutions listed above resolve your issue, please contact the support team for further investigation.

(MC004)

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