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Collector message "You are not connected to the internet"

GaryLyon

I am operating Collector on a Surface Pro 3 with Windows 10. When I attempt to start Collector and log into AGOL (docked and undocked) I get the message "You are not connected to the internet". Yet, I can access the internet through my browser without any problems. Can anyone tell me the TCP port(s) Collector uses, or anything else that may help me figure this out?

Thanks in advance.

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GaryLyon

To update everyone, our desktop support folks figured it out. Turns out it the Windows Credential Manager had to be cleared and Collector reinstalled. Very odd that if it was an issue with Collector using an old password, why would it return "You are not connected to the internet" as the error message? Something for the Collector developer team to think about I guess. Thanks to all for the assist. Log this for your Surface Pro users.

All comments

DougMorgenthaler

Gary-

All communication should be over HTTP or HTTPS. Can you connect on a different network (perhaps public or home WiFi)?

Anonymous User

Gary,

Are you logging in for the first time on this device or are you reopening collector with an existing login? I have seen a couple other cases with ESRI Support that have this issue.

Are Windows 10 and Collector up to date? 10.4.1 is the latest version of Collector on Windows.

GaryLyon

Tried it at home on my WiFi and Collector wouldn't even get to the point where it would ask me if I wanted to sign in. I'm suspecting there may be some security on my Surface Pro that is limiting how I connect to the Internet. As to HTTP or HTTPS...does collector use port 80 or another port?

GaryLyon

Existing login. Have had Collector on my Surface Pro for about 6 months.

Anonymous User

Gary, can you check for any windows updates on your surface and also go to the Windows store to see if Collector needs to be updated? Collector doesn't necessarily use ports like ArcGIS Server would. It just makes communication to the respective ArcGIS Online or Portal organization over http/https.

AdamZiegler1

I've experienced this same issue in windows 10. Logging out of collector and back in resolved the issue for me. When you click on yourself after clicking the hamburger, click on the 'Current' user and then remove. You'll then be prompted to sign back in and hopefully return to connectivity.

-Adam Z

GaryLyon

DougMorgenthaler

Thanks for sharing this Gary. We'll take a look and clarify the message to make it more informative.

NancyThompson3

We are experiencing this same issue with a Dell Windows 10 Pro (Latitude 7275) and Collector 10.4.1. Our users have downloaded maps and data and are working offline to collect data and then sync when they are in the office with good internet connectivity. Sometimes when attempting to sync they receive the error "You are not connected to the internet". They are actually connected to the internet but no longer connected to ArcGIS Online and did not sign out of ArcGIS Online. There appears to be two options for reconnecting; Remove Profile and then add user or go straight to Add User. It has been our experience that when a profile is removed the previous data available to sync can be lost, not always but this has occurred on several occasions. What is the best practice for reconnecting to ArcGIS Online without losing data? Is there a plan to fix this issue?

KevinBurke

Hi Nancy,

Thank you for that information. I tested this behavior with Collector 10.4.1 using a Surface Pro 4 and I believe saw the same behavior, however I would like to confirm.

While connected to the internet, I downloaded a map for offline use. I then took that map outside and walked to a location where I lost my connectivity to WiFi. I then captured a few features and proceeded to walk back inside WiFi range. Now it took me a few times to reproduce this issue, but I was able to eventually reproduce the behavior where despite the device having internet connectivity, I was receiving the same error when trying to sync.

In my case, however, I found that in order to regain connectivity, I would simply choose Maps > My Maps/All Maps > then click the ellipsis button in the upper right corner and then click 'Refresh' to refresh the map gallery. Once the maps were populated I was able to sync successfully. I didn't have to remove the account or sign back into AGOL. I still had the same amount of edits and was able to sync successfully at that point.

Have you tried this on your end as well with refreshing the map gallery?

We're still looking into this behavior, but I wanted to share my feedback and workaround.

Thank you.

-Kevin

NancyThompson3

We were unsuccessful at reestablishing a connection using the fix you provided. In our case, another user needed to be added and switched to in order for the the original person to then add themselves, switch to and successfully log into Collector in order to sync their data. Is there a way to track the progress ESRI is making on this issue? Is there a bug number assigned to this issue?

GaryLyon

My Esri Case Number was #01880261, but I don't know if it was turned into a bug report.

GISUSER6

I am randomly experience the same issue - running the newest version of collector on a Windows 10 Panasonic Toughpad.

Randomly while the user is collecting data, they will be unable to submit edits, and they get the message that there is no internet connectivity. It was confirmed that the device did have an active data connection though (able to browse webpages, ect.)

The only fix we have found is to uninstall and reinstall the application. Is there any way to fix this issue?

GeorginaCutler

Hi there,

We are having the same issue on the Panasonic FZG1 Toughbook..... It sounds like it is an issue with the Windows version of Collector as the IPads we have using Collector are fine. In general the Apple version of the app is nicer to use which is a little frustrating as we need to migrate our users to the Windows version.

ESRI - have you fixed this bug yet or do you know when it is being looked into?

Many thanks

DougMorgenthaler

This will be addressed in an upcoming release of Collector on Windows (slated for early May).

BismarckGIS

I am having the same issue with an Ipad 2.

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