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Resolve problems with AdvanceFlow

Troubleshoot CS Professional Suite network issues with PingPlotter

PingPlotter helps you find potential issues with your internet connection.
We provide this information as a courtesy. If you still have questions or need help, you'll need to contact a qualified IT professional. Support is available to help with Thomson Reuters products within our scope of service.
Download a free trial for PingPlotter Standard or Professional and install it. You can't save your connection test history with the Free version, and your IT professional may need this.
  1. Open PingPlotter
  2. Enter netlinksolution.com or gofileroom.com under
    Target Name
    .
  3. Select
    1 second
     as your
    Interval
    .
  4. Select Button to begin testing to start testing.
Let PingPlotter analyze your connection while you work. At the end of the day, save the data for your IT professional. Let them know if you encountered any issues with your connection and what time they occurred during the day.
Internal use only

Support information

If your consultant or resolver tells you that the issue is related to your customer's Internet Service Provider (ISP), the you can use the following text in an email to help the customer contact their ISP.
Hello [NAME],
The PingPlotter logs you provided show an issue with one of the connections to the internet maintained by your Internet Service Provider (ISP). This connection is called a backbone provider’s router.
To resolve the issue, you can give these PingPlotter logs and router information (listed below) to your ISP to contact the router provider.
Please note: it is common for these issues to take several months to fix. If you need a more immediate fix, a third-party solution such as a Proxy server may be necessary. A proxy server allows you to connect to our servers through a different route on the internet and therefore bypass the error caused by the ISP’s connection.
As this is not a Thomson Reuters provided solution, we recommend that you consult with a certified network technician regarding this issue.
The information for the router affecting your connection is as follows:
  • Router Name: [INSERT ROUTER NAME]
  • Router Owner: [INSERT ROUTER OWNER]
Thank you,
[Your Name]

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