Picaboo Yearbooks Connection Troubleshooting

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The ability to use Picaboo successfully relies on unconditional access to multiple different URLs through an Internet connection.  If a connection cannot be established to one or more of these URLs, the following may happen:

1.    A user may log into Picaboo and not see any of their projects on the Library shelf.
2.    A user may see "broken" project icons on the Library shelf.
3.    A user may get stuck during the saving process while working on a project.
4.    A user may get stuck attempting to open an existing project (this can be caused by other issues as well).
5.    A user may attempt to order a project, but not see anything on the order page.
6.    A project may never finish uploading.



When one of the above occurs, a quick way to determine if the internet connection is actually the problem would be to have the user visit this web page:  http://onlinecheck.picaboo.com/test.html

That page will run through a connection check of all the necessary URLs required to use Picaboo.  If one or more URLs are unable to connect, they will be flagged in red as "Failure," and the URL that could not be reached will be listed:
 



When this happens, the listed "Failure" URLs are almost certainly being blocked by a program on the user's computer, or an external security protocol.  

Please make sure the tech department allows the following urls to their trusted sites:


http://www.picaboo.com/
http://yearbooks.picaboo.com/
http://mds.picaboo.com/
http://picaprodmds.s3.amazonaws.com/
http://picaproduploads.s3.amazonaws.com/
http://app.picaboo.com/
https://appssl.picaboo.com/
http://backgroundsmds.picaboo.com/
http://backgrounds.picaboo.com/


While there can be many different causes, the following are the most common:


1.    Secured School or Corporate Networks.

2.    McAfee Net Guard.

3.    Blue Coat K9.
4.    Webroot.



Here are some potential solutions for the above:




School or Corporate Network:

More often than not, school and corporate networks have very strict security protocols in place which are controlled by a network administrator.  Most of the time the only solution will be to have the network administrator specifically allow the URLs required to use Picaboo.  Providing the user with the connection test page (http://onlinecheck.picaboo.com/test.html) will help quickly identify which URLs need to be allowed through the network security, which they can forward to the network admin if necessary.



McAfee Net Guard:  

McAfee is a very popular personal security/antivirus program, which comes bundled with a "Net Guard" feature.  The Net Guard actively blocks certain web addresses from being accessed.  Depending on the configuration, it may block one or more of Picaboo's required URLs by default.  The solution would be to manually allow any blocked Picaboo URLs through Net Guard, turn off Net Guard specifically for the web browser being used with Picaboo, or just turn off Net Guard entirely.



Blue Coat K9:

Blue Coat is a popular free internet filter geared towards family/child browsing protection.  By default, it may block some of Picaboo's required URLs.  The user will need to visit the connection test page to find out which addresses are being blocked, and specifically allow them in Blue Coat's exceptions list:
 




Webroot:

Similar to McAfee, but far more clunky and limited in options.  Depending on the version, the only option may be to have the user disable or shut down Webroot entirely before they will be able to use Picaboo.  Newer versions of Webroot should have an exception list similar to McAfee or Blue Coat.


 

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