FBO One troubleshoot checklist

Introduction

The following checklist should only be used in case of connection problems.

Connection problems could vary from a 'slow' feel of FBO One to not being able to reach the FBO One website at all.

In case you are experiencing connection problems with FBO One, please read and follow the below steps carefully.

Note: In case of uncertainty, please contact your system administrator first!

Step 1: Can you reach the FBO One webpage?

Please check if you can reach the FBO One webpage via the internet browser on https://live.fboone.aero/YOURNAME.

If the FBO One webpage can be reached:

Go to step 2.

If the FBO One webpage cannot be reached:

  1. Please check if you can reach http://www.google.com
    1. If YES, continue with point 2.
    2. If NO, there might be a problem with your own internet connection. Please make sure you are connected to the internet and go back to the top of Step 1.
  2. Please try a different internet browser and see if the FBO One webpage can be reached. Different internet browsers you can try are:
    1. Internet Explorer
    2. Google Chrome
    3. Mozilla Firefox
  3. Please try to reach the following webpage: http://www.roosroos.nl/default.aspx. This webpage is hosted in the same datacenter as FBO One.

If the FBO One webpage still cannot be reached:

Please contact our support team and prepare the following list of information:

  • What is your FBO One system web address?
  • From which location are you using FBO One?
  • Could you reach the webpage http://www.roosroos.nl/default.aspx
  • Which internet browser are you using and which others have you tried?
  • Which operating system are you using?

Amsterdam Software support team contact details:

Step 2: Check FBO One response time

Please check if other websites feel 'slow' or 'slower than usual' as well. Some websites you can check are:

If other websites feel 'slow' as well: 

  1. Please try a different internet browser and see if FBO One and the above pages still feel 'slow'. Different internet browsers you can try are:
    1. Internet Explorer
    2. Google Chrome
    3. Mozilla Firefox
  2. Reset your internet connection (If you are not allowed to do so, please contact your system administrator). This can be done by:
    1. Disconnecting and reconnecting to the internet via your PC (bottom right corner of the start bar).
    2. Resetting the modem / router, please wait a few minutes once it has been reset.
  3. Go back to the top of Step 1.

If only FBO One feels 'slow':

  1. Please try a different internet browser and see if FBO One still feels 'slow'. Different internet browsers you can try are:
    1. Internet Explorer
    2. Google Chrome
    3. Mozilla Firefox
  2. Please check the response time of several different pages in FBO One. 'Normal' response times vary between 0 - 1000 ms.
    Note: The response time is the time for the server to react to the request and is NOT the time it takes for the page to load on your screen. The time it takes for the page to load on your screen depends on your own internet connection.

The response time can be found on the bottom of each page, next to the version number of FBO One and looks like this:

2. Please perform the following test:

    1. Open the Windows start menu and type in: cmd, hit enter (this will open a black command window)
    2. Type in: tracert live.fboone.aero
    3. Hit enter (the command window will now start tracing the route and display the response times
    4. After a while you will only see stars (* * *), the tracing is now finished
    5. Make a screenshot of the window and save it somewhere convenient (desktop for instance)

The command window looks like this:

If the response times are higher than normal:

Please contact our support team and prepare the following list of information:

  • What is your FBO One system web address?
  • From which location are you using FBO One?
  • Which internet browser are you using and which others have you tried?
  • Which operating system are you using?
  • A list of the different response times you get from different pages in FBO One
  • The screenshot of the black command window

Amsterdam Software support team contact details: