If the Vuture platform in unable to connect to your ContactEase system use the following steps to help diagnose the issue:

 

Unable to load ContactEase lists

If you are unable to load ContactEase lists when on the send email screen check the following:

 

1. Public URL and IP Address 

We connect to your ContactEase system using a public URL that should resolve to an IP address that points at the firewall that connects Vuture to your ContactEase Application Server. Vuture Support can provide you with this URL. Check that this URL has the correct public IP address.

 

2. Firewall 

There should be rules allowing incoming traffic from Vuture to your ContactEase Application Server on port 443 - check these rules haven't been changed. Vuture Support can provide you with the IP addresses that Vuture is using to connect.

 

3. IIS Bindings

There should be a secure binding on the IIS on the ContactEase Application Server for the public URL in 1. above. Check this binding has not been removed or changed 

 

4. SSL Certificate 

There should be a valid public SSL certificate for the public URL in 1. above installed on the ContactEase Application Server.

 If the SSL certificate has expired there is a temporary workaround that can be put in place until the certificate is renewed which should be done as soon as possible. See this helpdesk article for details.

 

5. Hosts File

Sometimes we have seen the requirement for a hosts file entry for the public URL in 1. above pointing at the internal IP address of the CE Application Server 

 

6. Application Server

Please make sure you have the latest version of ContactEase installed, and that your system is running Cole Valley's iSubscribe. 

 

7. Usernames and Passwords

Typically there is an IIS username and password and a ContactEase username and password. Confirm that Vuture has the correct value for these.

 

8. Category Names for Marketing Lists

Check the names of recently created Categories/Marketing Lists in ContactEase. If the Categories or Marketing List names contain special characters (en-dashes,em-dashes, ©,&,*,%, ; , " etc) rename the list without these characters in ContactEase. 

 

9. Update App Pools in IIS on the ContactEase server

In some cases, the App Pool that is setup may only accept a 64bit connection.  In App Pools in IIS check that the App Pool the Vuture user is a member of (usually CEMIWS Application Pool) has 32 and 64 bit connections enabled in Properties.