Troubleshoot Your TopsEcho Connection at the Server Location

Is your iPhone or iPad not connecting to TopsEcho at the server location? Here are some items to check.

Re-Pair your device

It's possible that your device became un-paired from your Tops server. See the related article, Set Up TopsEcho on your iPhone or iPad, below.

Address the "Database Disconnected" error

• This error typically occurs because TopsEcho always uses a public IP address to connect to a Tops server. When the device running TopsEcho is located on the same LAN (Local Area Network) as the Tops server, TopsEcho uses the public IP address of the practice and not the local IP address.
• In order for the connection request to succeed, the router in the office must have a feature named NAT Loopback. A router using NAT Loopback will recognize that the public IP address requested by TopsEcho is the router's own public IP address and convert it to a local IP address and complete the connection to the Tops server.
• If the router does not have NAT Loopback, it sends the connection request out to the internet where it never returns, so no connection is ever made.
• Note: Some routers don't support loopback connections at all.
• A permanent solution for this is to enable NAT Loopback or replace the router with a router that supports NAT Loopback.
• A temporary workaround is to turn off WiFi on the TopsEcho device so that it uses the cellular network. Doing so takes the device off the LAN of the Tops server and puts in on the external cellular network. Connections from outside the LAN will work fine. Of course, if the TopsEcho device does not have cellular capability, this method will not work.