Colleague Error: "This site can't be reached", or Receiving a Blank Purple Colleague Screen

Error Message

"This site can't be reached" or receiving a blank purple Colleague screen.

Description

Only devices on the staff wired VLAN are allowed access to the Colleague server, no other wired VLANs are allowed. 

Resolution

  1. Process for testing computer access to Colleague:  Colleague Web UI
  1. Test to see if customer has access to the UI server.
  2. Have user attempt to ping site via IP address--Ping 172.30.5.152. If successful, create ticket for Information Technology Application Technologies.
  3. Wired users - Get user IP
  4. Second test to check if the computer is on the correct VLAN.

IP address third octet: X.X.Y.X 

If (Y-1)/16 has no decimal places (whole number)

If it is not a whole number create a ticket for Campus Desktop Support. Include MCC number, IP address, location, etc.

If it is a whole number, it is on the correct VLAN.  Clear cache and/or try a different browser.  If still no connection, create ticket for Information Technology Application Technologies.

  1. Get needed port information for Network Engineering.  Campus Desktop Support will:

a.  Fluke port computer is using.

b.  Ensure device is not using a static IP address.

c.  Reassign ticket to Network Engineering. Add current computer IP, switch name, switch IP, and port to ticket (take a picture of fluke as well if you can)

 

Additional Information

For the most efficient support experience, please submit a ticket using the "Get Help" button, or call 531-622-2900.

 

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