If you have completed the installation of the RE Connector steps described in the document, "RE Connector Installation Instructions.pdf" and you are receiving errors during the “Verify Installation” steps, below are some things to check.
  1. Check to see if the following directory exists in this exact directory structure? C:\Convio\Apache\Tomcat50\work\Catalina\localhost\convio If the directory structure is at all different, then Apache was installed into the wrong directory or something went awry with the Apache Install. Please uninstall APACHE then remove the directory “C:\Convio”, and reinstall the connector being careful to place things into the specific directory found in the instructions. Pay particular attention to the directory name given during the Apache installation portion of the instructions. Remember to stop and restart the Apache as described in the instructions as a number of necessary files are created the first time you start up Apache.
  2. Check to see if the Windows Firewall is turned off on the machine hosting Connector? This may be blocking the necessary ports. You should ensure that the windows firewall is turned off on that machine OR that the same ports are open to the same IP ranges that are specified on the corporate firewall.
  3. Ensure that the version of Java that Tomcat is using is correct.
    1. Open a command window and type "java –version". Note the version on the first line.
    2. Open the Tomcat Configuration utility by going to Start Menu > Apache Tomcat 5.0 > Configure Tomcat
    3. Click on the “Java” tab and make sure that the Java Virtual Machine text box has one of the following depending on the version of Java you have installed.


Java Version:

Path to JVM

SDK 1.4.2_xx


JRE 1.4.2_xx

C:\Program Files\Java\j2re1.4.2_18\bin\client\jvm.dll

SDK >= 1.5.x_xx

C:\Program Files\Java\jdk1.X.X_XX\jre\bin\server\jvm.dll

JRE > = 1.5.x_xx

C:\Program Files\Java\jre1.X.X_XX\bin\client\jvm.dll

  1. If the Tomcat Server fails to start. Look the Java bin folder and find the file “msvcr71.dll”, copy it and paste the copy into the C:\WINDOWS\system32\ folder. Then restart Apache Tomcat.
  2. Verify your Firewall settings using the configuration in the diagram below:

There are many types of firewalls and they differ in sometimes subtle ways. In general, to configure a firewall you need to know the following information: the service protocol, the source, the presumed destination of the incoming packets and the internal destination behind the firewall. The service protocol is TCP (Transfer Control Protocol). To specify the source and destination, you must know the IP Address and Port. Some firewalls ignore the source port others require it. The source IP addresses are the three IP Address Ranges specified in the checklist. The source port (from which the incoming packets originate) is a random port so if the firewall allows one to specify a range of ports for the source, it should be 0 – 65535. The destination port (to which they were to be directed) is always 11921 and the destination IP address is the internal IP address of the RE connector assigned by the client.