If you are unable to access your Winshuttle Connect license for any reason, before contacting Winshuttle Support we suggest you try the following to Troubleshoot the issue:
Make sure a Connect license has been assigned to you.
In order to access Winshuttle Software you must have been added to Connect and a valid license must be assigned to your User Profile.
Make sure your Connect user profile is complete.
After your admin has assigned you a license in Connect, you must finish creating your user profile before accessing the license, which includes, creating a password. When a user is added to Connect an email will be sent to the new user from email@example.com containing a Registration Link, which takes you to your user profile, and where you create your password
Make sure you are launching correct software for your license
For example, if you have a Runner license, make sure you are launching Runner software. If you are unsure, you can login to your Connect site and verify what license has been assigned to you on your home page
Make sure you are connected to the Internet
Connect requires an active internet connection in order to authenticate the license.
Verify Proxy server settings
a) If your company uses a proxy server for your Internet connection, make sure your system is configured with the correct details (user credentials, etc.) for it. (If you do not know this information, check with your IT team).
b) You may also need to ensure that your proxy/firewall allows access to the following IP addresses. To test this please make sure you can access both of the corresponding web addresses.
- 220.127.116.11 - Port: 80, 443 - connect.winshuttle.com
- 18.104.22.168 - Ports: 80, 443 - connectsvr.winshuttle.com
Are you able to create a Connect service?
In order to be able to access Connect you need to be able to create a Connect service.
How to test to see if you can create a Connect service.
If the service is created successfully you will see a message indicating that you have created a service.
If the service is not created successfully, then something is blocking access to Winshuttle Connect. Please contact your IT team to ensure you are able to connect to the site.
If none of the above works, please create a support ticket. Include details from your troubleshooting so far to help identify the issue.