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Why can't I access QuickBase? (using traceroutes)
If you are unable to access QuickBase, please review the following suggestions as well as those described in KnowledgeBase article below to get to the source of the problem.
To make sure you can connect to the Internet, type http://www.intuit.com/ in your browser's address bar. If you cannot access this site, it suggests broader networking problems and we recommend contacting your network administrator or your Internet Service Provider.
Check if you can access other Internet sites that use HTTPS encryption by typing https://www.amazon.com or https://www.fidelity.com in your browser's address bar. If you cannot access these sites, check the security settings on your browser to make sure secure sites are allowed.
Visit http://service.quickbase.com/ to see the service status of QuickBase. If the service status is not normal, the page should indicate the type and duration of the service problem.
Try refreshing your screen and deleting your temporary Internet files. With this clean slate for your browser, type www.quickbase.com into the browser window bar (do not use shortcuts or links). Click the blue Sign In link in the upper right corner of the web page to sign in to QuickBase. If you are able to sign in, you have successfully regained access to QuickBase and will be brought to your My QuickBase page. From there you can access your applications as usual.
If you are unable to reach either service.quickbase.com or www.quickbase.com, but you can access www.intuit.com, the problem is somewhere in the Internet between your computer and QuickBase. To learn exactly where the network problem is occurring, you can perform a network analysis called a traceroute.
This article explains traceroutes. http://en.wikipedia.org/wiki/Trace_route
To perform a traceroute:
1. Open the Start menu on your computer
2. Choose All Programs
3. Select Accessories
4. Choose Command Prompt
5. Enter "tracert www.quickbase.com"
6. Perform a second trace route "tracert quickbase.intuit.com"
Your traceroute should look similar to the example below.
(Traceroute example showing our connection through ATT using "tracert www.quickbase.com".)
C:\Documents and Settings\jsalem>tracert www.quickbase.com Tracing route to www.quickbase.com [220.127.116.11] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms router.mycompany.com [192.168.1.1] 2 1 ms 1 ms <1 ms gateway.mycompany.com [192.168.10.1] 3 2 ms 1 ms 1 ms router1.myisp.net [18.104.22.168] 4 4 ms 4 ms 4 ms router2.myisp.net [22.214.171.124] 5 4 ms 4 ms 4 ms router3.myisp.net [126.96.36.199] 6 6 ms 6 ms 6 ms gi0-7.na21.b007216-0.bos01.atlas.cogentco.com [188.8.131.52] 7 6 ms 6 ms 7 ms gi1-38.3557.mpd01.bos01.atlas.cogentco.com [184.108.40.206] 8 28 ms 27 ms 29 ms te3-2.mpd01.ord01.atlas.cogentco.com [220.127.116.11] 9 39 ms 39 ms 40 ms te3-4.mpd01.mci01.atlas.cogentco.com [18.104.22.168] 10 66 ms 49 ms 51 ms te3-3.mpd01.dfw01.atlas.cogentco.com [22.214.171.124] 11 54 ms 62 ms 54 ms te3-2.mpd01.iah01.atlas.cogentco.com [126.96.36.199] 12 107 ms 88 ms 89 ms te7-4.mpd01.lax01.atlas.cogentco.com [188.8.131.52] 13 151 ms 193 ms 163 ms vl3493.mpd01.lax05.atlas.cogentco.com [184.108.40.206] 14 88 ms 88 ms 88 ms gr1-a350s3.sffca.ip.att.net [220.127.116.11] 15 89 ms 89 ms 90 ms tbr2.la2ca.ip.att.net [18.104.22.168] 16 88 ms 89 ms 95 ms gbr2.sd2ca.ip.att.net [22.214.171.124] 17 89 ms 88 ms 90 ms gar2.sd2ca.ip.att.net [126.96.36.199] 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. 21 * * * Request timed out. 22 * * * Request timed out. 23 * * * Request timed out. 24 * * * Request timed out. 25 * * ^C C:\Documents and Settings\jsalem>
Due to QuickBase's security configuration, the final lines of your traceroute will show only a series of * asterisks followed by a 'Request Timed Out' message. This is normal.
When using traceroutes, look for a final router with something like either 'sd2ca.ip.att.net' or 'sdg2.alter.net' in the name. [These names are subject to change.] If the final router is something else, that could indicate a networking problem and you should contact your ISP. If your ISP says there is nothing they can do, they can send us a copy of the traceroute for review.
Share the results of the two traceroutes:
To contact us with a copy of your traceroute, go to the QuickBase Support Portal (https://quickbase.intuit.com/support/portal/). Log in, click Add a New Case, fill in the Subject, Phone, and Details fields, and upload your traceroute file to the file attachment field. Submit the case, and QuickBase Customer Support will contact you.
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