Possible Production Issue

[Sam T]

I've got a laptop that I use at home and work. I usually hibernate my
computer after disconnecting the network cable at work. Originally, I
couldn't communicate with any workspaces at home even though I knew they were
up and running (we *really* like this product and are pushing it to the
limit). We tried getting me connected to outside contacts which worked. But
when I go outside the work network, the communication stops. I rebooted and
now I can communicate with any workspaces, but the contacts all show up as
offline even though I know some of them are online.

 

[Shirley]

Hi Sam,

Form the description, I need to double confirm the following point first:

Do you mean now you can use Groove fine. However, some users on your Contatc
lists are shown as offline, actually, they are online?

If so, let us check:

1. Since Windows firewall or other firewall may block ports 2492 and other
ports which Groove can use to publish its online/offline status, let us check
if the ports (2492, 80,443) have been enabled for communication. If not,
please temporarily disable your firewall on your computer to test this issue.
What’s the result?

2. I would like to know if you are using Groove on multiply computers and if
you had done Groove account export and import the account file to another
computer before. If so, please let me know if the online/offline status is
correct on other computers with your Groove account.

3. If you use your Groove account on only one computer, I wonder if you had
created new identity recently. If so, have your contacts added your new
identity in their contacts list?

4. If you use your Groove account on only one computer, and you also show as
Offline on these Users computer, the issue may be caused by your contact
information on other persons’ computers is out of date. I suggest you try the
following method to update your Vcard information on these users’ computers.

a. Save your Vcard as a .vcg file.
1)In Groove, Options-> Preferences, on the Identities tab; click “save this
contact as File†link.
2). Input the file name and save your current identity as a .vcg file.

b. Send this .vcg file to the users via email or other methods.
c. When the users get your .vcg file, they can double click the file to add
your latest Vcard information to their contacts list. They should be able to
see your online status if you are online.

d. Then let them send an instant message to you. Then, you open the message.
Click the From: to the left of the contact name. A Contact window will
display. Click Add to My Contacts. This way, you also add your contacts’
latest information in your Groove.

e. After do above step to your contacts one by one, you and your contacts
should be able to see each other’s online/offline status correctly.

Please refer to the following KB article:
Certain Groove contacts appear offline when they are not
http://www.groove.net/support/kb/detail.cfm/docnum/TCN-01054

Hope it will be helpful.

Thanks.

Regards,

Shirley