Simlink disconnecting

[GAV190]

Over the past few weeks simlink keeps disconnecting. Ive follow the instructions to remove and redownload and reinstall with no difference. I thought it was an internet issue at first, but the engineer arrived today and my Internet is working great. As I write this my internet is working fine on vatsim, etc, but simlink wont connect or reconnect.

Pls can you assist

Darren

[skysail]

Hello! Welcome back to our forum!

Please provide us with the logs from your Simlink application by following these steps:

1. Open Simlink
2. Select the Logs tab
3. Press the Open log folder button in the bottom right
4. In the window that opens, find the latest modified file and upload it to your next post here!

[GAV190]

Hi Im in the middle of a flight and the simlink dropped out. After about 40mins it allowed me to sign in again . is 1.1.34.2901 the latest version?? when the flight finishes ill attach my log file.

[GAV190]

simlink_2024-02-01.dlog (4.5 KB)

[skysail]

That log includes numerous instances of requests failing to reach our servers. I can assure you that they are up and running and reachable (Amazon is responsible for this), so the issue is somewhere between you and your ISP (Internet Service Provider).

Please note that your internet connection could be absolutely fine, but your ISP could still be having a hard time routing the requests through their network to Amazon - this happens now and then and only the ISP can fix it.

Unfortunately, it is tough to narrow this down further. Please start by making completely sure that your computer time is correctly set. You can verify this by opening https://time.is - it should immediately tell you how far behind your clock is running.

If the clock is fine, then you’ll have to keep digging. Our logs just show that your computer is having trouble reaching our servers, so here are a few more steps that could be useful:

@skysail

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Network stability

Issue
The network is unstable. Sub-second disconnects that are not apparent when browsing cause critical communications with our servers to outright fail because the application is unable to reach the internet, alternatively being aborted “mid-flight”.

Proposed solution
Try to move to a more stable connection. If you’re on WiFi, see if it is possible to connect your computer using a network cable instead. If you’re already using a cable, make sure that you don’t have any loose connections anywhere.

In order to exclude connectivity issues, please attempt to use the “personal hotspot” feature of your smartphone or some other source of internet.

---

Firewall rules

Issue
The firewall (either as part of your computer’s built-in/third-party anti-virus or as part of your router/modem) is blocking the connection, resulting in communication between the application being forced to a standstill due to incorrectly set up rules.

Proposed solution
Configure your firewall to allow traffic associated with the Navigraph Charts and Navigraph Navdata Center.

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DNS Issues

Issue
The DNS server is either not responding at all (incorrectly configured) or contains bad/outdated records, resulting in invalid communication between application and the internet.

Proposed solution
Try to (re)configure your DNS server, preferably using a reliable provider such as Google (8.8.8.8 and 8.8.4.4).

---

Proxies

Issue
Your internet connection is behind a proxy or is being intercepted. There are multiple reasons why this might be the case, here are a few examples:

• You are using a work computer that has a proxy set up by default
• You are using a proxy for personal/security reasons
• Your anti-virus is intercepting all traffic to scan for malware
• Your anti-virus/network security software has installed a self-signed certificate to encrypt insecure connections
• You have tried to reverse-engineer our or someone else’s applications using reverse-proxy tools like Wireshark, Charles, and the BURP suite and then forgot to turn it off.
• You have been infected with malware that is now actively deploying a MITM (Man-in-the-middle) attack towards you.

Proposed solutions

• Disable any proxies
• Investigate if turning off any anti-virus solves the issue
• Disable any active reverse proxies
• Investigate if your antivirus has any features related to scanning/intercepting network traffic. If it does, try to find related settings and turn them off temporarily to see if that resolves the issue.
• Run virus scans for the whole system. Also, run a rootkit scanner such as this one .

[GAV190]

These are my firewall settings for incoming. Are they correct, ive not toch them at all, this is what W10 firewall has set

[GAV190]

Ive also changed the dns settings to what you advised and added navigraph to the firewall exceptions.

[skysail]

The firewall rules look good to me! Did you also verify the time?

[GAV190]

yes time was spot on

[skysail]

Could you try with a different internet connection? Such as your phone for example? Preferably something with a different ISP if possible.

[GAV190]

I cant do it from my phone and ive no access to a different ISP. Sorry. Ichanged the dns settings to 8.8.8.8 erc, but on a floght today, the EFB on the Fenix A320 navigraph tab dropped out acfew times but when I rebooted the EFB, it came back.

[skysail]

Does the EFB have other online features, and were they working while the Navigraph tab did not? Your computer is having trouble reaching our servers - we did not develop that EFB so it is clear that the issue is not with any of our apps.

I’m trying to figure out if you are only having issues with Navigraph servers and no others, but that’s a bit hard to verify, unfortunately

Do you use any antivirus?

[GAV190]

Only windows defender.

[skysail]

That should not be an issue.

The next time you see this issue, please follow these steps:

1. Press ⊞ Win + R
2. Type cmd.exe /K nslookup identity.api.navigraph.com
3. Press enter

This should open up a command prompt, and it should show some information about how your computer would connect to our servers, if it is able to find a route.

Also, please try to open the Navigraph Charts application. If it works, try signin out and then in again. Does it still work?

[skysail]

We have seen this exact issue before, and so far we have never been able to trace it back to our products unfortunately… Here is a recent instance:

Unable to reach Navigraph Server AGAIN

Hello! Sorry for the late reply. Your logs indicate that your computer is spontaneously having a hard time reaching our servers. There are 6 (!!) instances of this error in your log: But the majority of the requests are successful, which is great! Our servers are hosted on AWS, the world’s leading cloud provider, and we have no reports of this being an issue for anyone else. Our server logs are showing a steady stream of incoming traffic from all over the world. The HTTP_CODE: 0 is to be co…

[GAV190]

I logged out of Navigraph charts and re logged in , without issue.

[skysail]

Great, thanks for checking! And did you try this?

@skysail

1. Press ⊞ Win + R
2. Type cmd.exe /K nslookup identity.api.navigraph.com
3. Press enter

[GAV190]

When I did, it stated didnt recognise K. Someting like bad command.

[vishalahir]

Hello,

Have you completed the Simlink configuration cleanup mentioned in this link: Navigraph Simlink sign-in - #10 by vishalahir?

Best regards,

Vishal Ahir

[GAV190]

Hi Vishal, yes I have. no change unfortunately.