Troubleshooting

DNS lookups in VisualRoute fail for all host names. If you are running Zone Alarm, make sure that MS Java, vrdns2.exe, and vrping1.exe are all allowed access to the Internet.

Problems with eSafe and other anti-virus software. Several users have reported that running eSafe disables VisualRoute. This is because a 'feature' of eSafe prevents a Java application from running normally unless there is a "protection set" defined for it. Please refer to your eSafe manual for details on how to define this "protection set".

Problems with NetZIP. The NetZIP Folders feature interferes with how Java accesses class files in a ZIP file. When you attempt to run VisualRoute, you will get an "Unable to locate system class java\lang\Object" error message. The solution is to disable NetZIP while you run VisualRoute. You can temporarily disable NetZIP by right clicking on the NetZIP icon in the system tray and selecting 'Disable' from the menu.

Do you have the proper Java support installed? Most problems are caused by not having the proper version of Java installed. See the product Support page for more details.

Try reinstalling your Java VM. We have found that a lot of support issues are cleared up by reinstalling the Java VM. The problem is file versioning conflicts, which a reinstall clears up.

Test your internet connection. Do the system commands ping and tracert work? From a DOS window, try 'ping www.visualroute.com' or 'tracert www.visualroute.com'. If these commands do not work, please ask your network administrator if your TCP/IP stack is properly configured.

Are you running Microsoft's TCP/IP stack? VisualRoute works best with Microsoft's TCP/IP stack. The Microsoft TCP/IP stack comes with Windows.

Is your display set to 800x600, 256 colors, or better? This is a minimum requirement for VisualRoute.