Whilst using the ClickView Publisher software, you may notice that the standard "Push To" icon is replaced by an icon that appears in the form of an exclamation mark within a blue circle.
Hovering your mouse cursor over the icon will display the below message:
"A communication error occurred. Please make sure the publisher service is up and running and the communication port 9053 or 9064 is unblocked in Windows Firewall."
This article aims to cover the more common causes associated with this error, as well as the best approaches to take in order to address it.
It is possible for the ClickView Publisher Master and a ClickView Publisher client to run different versions, however, this is not recommended and can result in reduced functionality within the ClickView Publisher.
To prevent this from occurring, you will need to ensure all instances of the ClickView Publisher within your institution are up to date and running the same version of the ClickView Publisher software.
The error is also likely to occur when the ClickView Publisher Master services are not working correctly, such as when the services are stopped or unable to connect to the Internet.
To verify the status of the ClickView Publisher Master services and start them if needed, you can follow the below steps:
- On the ClickView Publisher Master machine, run 'services.msc'.
- Within the Services Console, locate the 'ClickView Library Server' service.
- The Status field will indicate whether or not the service is running.
- If the service is not running, right-click on the service and select the 'Start' option.
- Repeat the above steps with the 'ClickView Online Upload' service.
NOTE: The ClickView Publisher services can take a few minutes to start up, meaning the communication error may persist until the service has successfully started.
Certain ClickView Publisher setups may require the use of a custom service account to allow certain functionality to work correctly.
It is important to ensure these service account details are kept up to date on the Publisher Master machine. In the event that these details are incorrect, certain aspects of the ClickView Publisher software may stop working.
You can verify and update the service account details by doing the following:
- On the ClickView Publisher Master machine, run 'services.msc'.
- Within the Services Console, locate the 'ClickView Library Server' service.
- Right-click on the service and select the 'Properties' option.
- Within the Properties window, select the 'Log On' tab and ensure the custom service account details are correct.
- Once the details are corrected, restart the service.
- Repeat the above steps with the 'ClickView Online Upload' service.
NOTE: The ClickView Publisher services can take a few minutes to start up, meaning the communication error may persist until the service has successfully started.
Upon being provided with an updated license for your ClickView subscription, you will need to ensure the ClickView Publisher Master is updated with this license once the old one has expired.
In the event that the current license expires without being updated, the ClickView Publisher Master will enter an unlicensed state which will cause all ClickView Publisher services to stop running after being started for one hour.
To address this, you can do the following once you have confirmed you have an updated license for your subscription:
- On the ClickView Publisher Master machine, start up the ClickView Publisher software.
- Once the Publisher is running, click on the 'Help' menu and select the "Activation Wizard" option.
- Follow the prompts within the Activation Wizard until finished.
- Restart the ClickView Publisher Application.
- To verify your license is now up to date, click on the 'Help' menu and select the "About ClickView Publisher" option.
- A new window will pop up containing your ClickView license expiry date. Ensure this information is now correct.
NOTE: Once the Activation Wizard has finished running, the ClickView Publisher services should automatically startup. These can take a few minutes to start up, meaning the communication error may persist until the service has successfully started.
If your institution utilises a proxy server or firewall with web filtering in place, this can occasionally interfere with the ClickView Publisher services and prevent them from connecting to the Internet whilst starting up.
To address this, domain/URL whitelisting can be performed on the web filter to ensure that network traffic between your ClickView Publisher and ClickView Online's services remains unimpeded.
A list of the domains/URLs required to be whitelisted can be found in the below article: