VisualRoute Frequently Asked Questions

MAC USER NOTICE: If you are experiencing issues starting VisualRoute then please download the latest version.

Errors:

Firewall Questions:

Java Questions:

Trace Report Questions:

General:


Errors:

Q: Why am I getting a Java error?

A: Visit the Java Support web page for complete details. If you need additional information please contact support.

 
Q:  Why do I get a "java.net.BindException: Address in Use" error when trying to install VisualRoute as a service?

A: This means that another server is awaiting incoming connections on the port that has been selected (default 80). This maybe be caused by another copy of VisualRoute being run, possibly as a service.

  Q: Why do I get "The procedure entry point getaddrinfo could not be located in the dynamic link library Ws2_32.dll" when trying to install VisualRoute Lite?

A: This error generally occurs in Windows OS 2000 and below (ME, 98 etc). There is more information regarding this error at http://support.microsoft.com/kb/955045. Both VisualRoute and VisualRoute Lite are only supported Windows XP and above.

Firewall Questions:

Q: Why is the TCP option greyed out?

A: Since Windows XP Service pack 2 the ability to perfrom a TCP trace route in Windows has been disabled by Microsoft. Due to that it is no longer possible to perform a TCP trace route.

Q: Why does tracing using just TCP not function correctly?

A: Since Windows XP Service pack to the ability to perfrom a TCP trace route in Windows has been disabled by Microsoft. Due to that it is no longer possible to perform a TCP trace route.

Q: Will VisualRoute work through my company firewall / NAT server?

A: This depends upon how your firewall / NAT server is configured. Please ask your network administrator if your firewall (or NAT server) is configured to allow PING and TRACERT to work (which use ICMP ECHO, ECHO REPLY, and TTL EXPIRED packets). You can test this yourself by running these programs on your computer (For example, try "tracert www.visualware.com"). If these programs work, VisualRoute should work just fine on your computer. otherwise, your firewall (or NAT server) will have to be reconfigured by your network administrator to allow PING and TRACERT to work before you can use VisualRoute.

Once you can successfully run a traceroute, if you are not seeing the Whois contact information when clicking on an entry in the 'Node Name' or 'Network' column of the VisualRoute report table, your firewall administrator may also need to open port 43 to enable access to WHOIS information. Additionally, VisualRoute Server may be installed outside a firewall, enabling users inside firewall access to traceroute and ping information via a web browser.

 
Q: Why am I not seeing node names in the table or lines on the map?

A: Most likely because you are running a personal firewall product, such as ZoneAlarm, McAfee Firewall, or Norton Internet Security (NIS FAQ), which is preventing VisualRoute from accessing the Internet. Please make sure that your security software is configured to allow VisualRoute access to the Internet. The VisualRoute components that need Internet access are:

  • java.exe (for SUN Java), or wjview.exe - Microsoft Java VM Command Line Interpreter
  • vrdns2.exe

Alternatively, changing the network properties to point to an outside DNS server will resolve the problem in some instances.

If you are using a company firewall please refer to the firewall FAQ

Q: Does VisualRoute work with 'Norton Internet Security'?

A: Yes. In most cases NIS will prompt you to allow access for the programs below. If not you will need to allow access for the following VisualRoute program components.

  • java.exe (SUN Java)
  • VisualRoute.exe (VisualRoute executable)
  • Incoming and outgoing ICMP

    Q: Does VisualRoute work with Trend Micro PC-Cillin, Internet Security v14?

  • A: Yes, although you will need to allow ICMP packets as described below. This is not necessary in v12 as this option was enabled by default.

    • Open main product window, click Network Security
    • Click Personal Firewall
    • Click your current profile, and click 'Edit' instead of 'Add'
    • Open the Exceptions tab and click Add again
    • In the Add/Edit Personal Firewall Exception screen enter the following:
    Description: ICMP
    Target: Specify all applications
    Connection: incoming
    Protocol: ICMP
    ICMP Types: all types
    IP Type: all IP addresses

    Q: What does "No nodes are responding. Is your Internet connection up" mean?

    A: If you know that your Internet connection is working, the most likely problem is that personal firewall software installed on your computer, or a company wide firewall is blocking VisualRoute from access the Internet. For help with your personal firewall, look for the product name in bold after the questions above. For help on a company firewall, review the company firewall FAQ.

     
    Q: Why is VisualRoute not working correctly with my Linksys Router?

    A: Due to a problem in recent firmware patches on some Linksys routers, VisualRoute does not work correctly. The problem can be resolved in most cased by flashing the router to an older firmware. Many Linksys firmware versions may be downloaded from ftp://ftp.linksys.com/pub/network/. VisualRoute does work fine on the models/firmware versions below:

       Model BEFSX41 V2 Firmware 1.45.3, Sep. 26 2003
       Model BEFW11S4, Firmware v1.50, Oct. 23 2003

    Java Questions:

    Q: I have just updated Java on my MAC and VisualRoute no longer works, why?

    A: We are aware of this problem and are working on a fix that should be available soon.

    Q: Why am I getting a Java error?

    A: Visit the Java Support web page for complete details. If you need additional information please contact support.


    Trace Report Questions:

      Q: Why do some locations appear in italics?

    A: Locations that are shown in regular type known locations, locations in italics indicate an estimate was made. Estimated locations are derived from network provider (ISP) information.

     
    Q: Why am I not seeing and location data in the table or any locations plotted on the map?

    A: For VisualRoute to work correctly you have have to set any firewall or proxy you have to accept all incoming/outgoing ICMP and open outgoing TCP port 43. Once this has been done VisualRoute should give a full list of locations and plot them on the map. On some occasions the location appears in purple which means VisualRoute is essentially guessing the location as it is not 100% sure. These locations will not be plotted on the map. There is an option in the preferences that states if the start/end

     
    Q: Why do some times reported by VisualRoute differ depending on where they are in the trace route?

    A: Depending on the accuracy of the system clock, 'ms' numbers can be correct to 5ms - that applies to all programs. But there is a big difference between pinging an address, and having that address appear in the middle of a trace route. The difference is: a router which is being pinged has to directly respond to an ICMP packet (ICMP Echo Reply). A router which appears in the middle of a trace route is simply sending an error packet back, telling the sender the packet didn't get through (ICMP TTL Expired in Transit). The latter is considered low priority and so the router put it to the bottom of its 'to-do' list, ensuring that higher-priority tasks are completed first. That is the cause of the extra delay.

    Q: Why do I sometimes get 100% packet loss at hop 2?

    A: 100% packet loss at hop 2 is in most circumstances due to a local router and is nothing to worry about. Most routers have two IP addresses, one for internal use and one for external use. In some traceroutes both these IPs are displayed. When this occurs it is common for the first (internal) IP address to show 100% packet loss because VisualRoute will not get any response from it. This is normal and will not be affecting your Internet connection.

    Q: Why are the time stamps in the traceroute analysis table incorrect?

    The time stamps in the traceroute analysis table are all supposed to be local, however there is a known issue in Java itself which can cause the wrong time stamp to be shown.

    There's information on this bug here: http://www.petefreitag.com/item/171.cfm

    An official bug report was filed with Sun Microsystems (the makers of Java), though it was closed as 'not reproducible' despite evidence to the contrary: http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=6362432

    We would suggest the following:

    (1) Please try updating your Java VM. Most customers have found that this solves the problem completely.
    (2) If this fails, try switching off the "adjust clock for daylight savings time" option. We have found that this solves the problem under older Java VMs.

    If the issue still presents itself then please contact us.

    General:

      Q: Why don't I see the VisualRoute icon in the Internet Explorer toolbar? 

    A: Try resetting Internet Explorer integration. Exit Internet Explorer and then run VisualRoute. Under Options / Preferences, uncheck "Internet Explorer Integration". Exit VisualRoute. Go back into VisualRoute and check the option. Exit and restart VisualRoute. Run Internet Explorer.  

     
    Q: What do the colored lines on the map mean?

    A: Links drawn in blue indicate known locations. Links drawn in purple indicate that a 'guess' was made. Guess locations are derived from network provider (ISP) information.

     
    Q: What does the 'TTL Bug' mean?

    A: TTL stands for Time To Live. All IP packets have a TTL field and as IP packets get passed around the Internet, this TTL value is decreased, usually by one at every hop. If this field ever gets down to zero, the IP packet is discarded and does not reach its destination. What this means to you is that if you ever try to connect to a site on the Internet that is at a hop level greater than your TTL, your connection will fail.

    The ICMP TTL Bug occurs in a TCP/IP stack when the incoming TTL value of a packet is not reset and sent out as the outgoing value (it should be initialized to some default value).

     
    Q: What is a private use network, and why can't it be traced?

    A: Private Use networks incorporate IP addresses that are reserved for internal use. When a traceroute is run, the IP address will go through a IP management utility which will change the IP address to enable it to be used externally. In VisualRoute, for any hops on a private use network the geographical location will not be shown, as these use pseudo IP addresses. All the other hops should work, if there are no firewall's or proxy servers in place.

     
    Q: Does the VisualRoute ‘Address’ box support copy/paste?

    A: Yes. Use ctrl-c for copy and ctrl-v on for paste.

     
    Q: Will VisualRoute work with a proxy server?

    A: VisualRoute uses ICMP which is not a protocol that can be proxied so VisualRoute will coexist and not interfere with a proxy. In order for VisualRoute to work through a firewall VisualRoute will require that ICMP the following outbound and corresponding inbound message types to be enabled.

    - Outbound ICMP echo request
    - Inbound ICMP echo reply
    - Inbound ICMP TTL expired in transit

    Q:  What if I need support?

    A: Simply submit a Support Request and we will be pleased to help you implement VisualRoute or answer any questions you may have.

     
    Q:  Why will VisualRoute not work under my Windows 2000/XP limited account?

    A: VisualRoute will work under a Windows 2000/XP 'limited' account if the user is given read/write privileges to the install directory.

     
    Q:  Why do I get a "java.net.BindException: Address in Use" error when trying to install VisualRoute as a service?

    A: This means that another server is awaiting incoming connections on the port that has been selected (default 80). This maybe be caused by another copy of VisualRoute being run, possibly as a service.

     

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