Troubleshooting DeskDirector Connection Issues

Niamh Ferns Updated by Niamh Ferns

Service IP Addresses

Connection issues from DeskDirector to your various services can be caused by firewall restrictions in your environment or an incorrectly configured proxy. Depending on your location, we would have built your instance on a server close to where you operate.

To figure out which you are on, you can open a console and use the following command:

ping <your subdomain here>.deskdirector.com

You will see an output that looks something like this:

C:\Users\Jane.Doe>ping lancom.deskdirector.com

Pinging dd-au-1.deskdirector.com [4.191.174.158] with 32 bytes of data:

Please make sure you have whitelisted this IP in your company's firewall. This IP address can change from time to time, so if you notice a drop in connectivity, please confirm whether you have whitelisted the correct IP.

Troubleshooting Custom Domains

Please note that any DNS records you set up should be CNAME records pointing to your DeskDirector.com instance - do not point an A record to the IP.

If you are having trouble accessing DeskDirector through a Custom Domain, please first confirm whether you are able to access it through <your subdomain>.deskdirector.com. If only your custom domain is not working, please log in to your Admin Portal, go to System > Custom Domain to confirm that it is still added.

In both instances, please reach out to the DeskDirector support team for further assistance.

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