Troubleshooting & Support FAQs
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For all aspects of MangoApps to function properly, the following ports needs to be open from all user machines:
HTTP: 80
HTTPS: 443
XMPP: 5222
RTMP: 1935
If you have enabled email or active directory integration, ports configured for those services must also be open on your server so that our servers can reach them. Here’s an extended article for all the necessary IP addresses and ports for the shared cloud.
Yes. We’ve narrowed crashes in MangoApps for Office down to a problem in the Microsoft Office DLL file “clr.dll”. Microsoft provides a Hotfix for this issue as described in this help Microsoft Help Article: http://support.microsoft.com/kb/2640103
To verify that you should get the Hotfix from Microsoft, you can find the error in your Windows Event Viewer Application logs. To launch Event Viewer:
Launch Event Viewer by typing EVENTVWR in the “Run” box or searching in Windows 8:
2. You can also launch EVENTVWR through “Control Panel” -> “Administrative Tools” -> “Event Viewer”.
To find the indicative error that shows that you need the Hotfix from Microsoft:
Inside Event viewer choose “Windows Logs” -> “Applications” from the left side tree.
Click the “Find” binoculars on the right-side.
Type “clr.dll” in the find box and click the “Find” button.
Note the exception code 0xc0000005
If your computer has this exception code we recommend getting the Hotfix from Microsoft by following the steps in the Microsoft Help Article: http://support.microsoft.com/kb/2640103
The IP and port questions that are being answered in this article are:
What are the general ports and IPs for MangoApps?
What are the specific ports and IPs for AD / LDAP?
What are steps to troubleshoot connectivity issues?
For traffic from customers computers to MangoApps, following ports must be open for all ip-addresses:
HTTPS: 443
XMPP: 5222 or XMPPS: 5223
For traffic from MangoApps to customer systems (e.g. for Active Directory Integration) following ips must be white-listed:
For United States Hosted Shared Cloud Customers:
107.21.126.90
34.239.230.100
54.197.239.71
—-optional—
54.227.240.99
204.236.233.127
107.21.252.107
For Europe (Ireland) Hosted Shared Cloud Customers:
54.247.118.124
54.75.244.83
54.75.243.185
52.50.226.239
For Europe (Germany) Hosted Shared Cloud Customers:
52.28.72.134
52.29.41.213
18.184.250.230
35.158.225.95
52.29.15.208
18.184.93.137
For Australia Hosted Shared Cloud Customers:
54.253.123.26
For Asia Hosted Shared Cloud Customers
54.251.240.37
52.74.84.36
18.136.58.42
13.251.254.54
LDAP: 389
Secure LDAP: 636
For IP addresses, please see the list above in the “What are the general ports and IPs for MangoApps?” section.
Verifying the MangoApps-specific ports in your environment can minimize connectivity and functionality problems. The ports can generally be tested using a command line Telnet client. Below are how to start Telnet in a terminal in Mac OS and in a DOS window on Microsoft Windows. After that, the commands to test each port are the same.
Open a DOS command prompt and type: telnet /?
Since Telnet is not installed by default on Windows, you will know if you need to install it If you get an error like:
'telnet' is not recognized as an internal or external command, operable program or batch file.
If typing telnet /? shows the Telnet help and not the above error, you can skip to the Telnet Commands to Test Ports section.
If Telnet is not installed, you should be able to install it from a DOS command line by typing the below command. If you don’t get an error and the DOS prompt returns, it is installed. You MUST close the current DOS window and reopen a new one to be able to use the newly installed Windows Telnet command line client.
pkgmgr /iu:"TelnetClient"
On Mac OS X, navigate to the “Applications” -> “Utilities” folder and choose the “Terminal” app.
The Application server is based on where your datacenter is located such as: In the United States, Europe, Germany or Australia. Make sure you test against the appropriate application server. Application Server Tests First, find your appropriate data center IP from the list above. Then run a Telnet command test (e.g. for US datacenter you would run a command like “telnet 204.236.233.127 443” to test connectivity to port 443. You would want to make sure that connectivity is open for all the IPs and ports to the data center where your domain is located. Both IPs and ports required are listed in the “What are the general ports and IPs for MangoApps?” section above.
If there is a connectivity issue, you will receive an error after a short time. If connection is successful you will see a window without any prompt. To bring up the prompt type the 2 key combination: 'CTRL' + ']' to bring up a prompt. Then type “quit” to exit.
The IP and port questions that are being answered in this section are:
What are the general ports and IPs for MangoApps?
What are the specific ports and IPs for AD / LDAP?
What are steps to troubleshoot connectivity issues?
For traffic from customers computers to MangoApps, following ports must be open for all ip-addresses:
HTTPS: 443
XMPP: 5222 or XMPPS: 5223
For traffic from MangoApps to customer systems (e.g. for Active Directory Integration) following ips must be white-listed:
For United States Hosted Shared Cloud Customers:
107.21.126.90
34.239.230.100
54.197.239.71
—-optional—
54.227.240.99
204.236.233.127
107.21.252.107
For Europe (Ireland) Hosted Shared Cloud Customers:
54.247.118.124
54.75.244.83
54.75.243.185
52.50.226.239
For Europe (Germany) Hosted Shared Cloud Customers:
52.28.72.134
52.29.41.213
18.184.250.230
35.158.225.95
52.29.15.208
18.184.93.137
For Australia Hosted Shared Cloud Customers:
54.253.123.26
For Asia Hosted Shared Cloud Customers
54.251.240.37
52.74.84.36
18.136.58.42
13.251.254.54
LDAP: 389
Secure LDAP: 636
For IP addresses, please see the list above in the “What are the general ports and IPs for MangoApps?” section.
Verifying the MangoApps-specific ports in your environment can minimize connectivity and functionality problems. The ports can generally be tested using a command line Telnet client. Below are how to start Telnet in a terminal in Mac OS and in a DOS window on Microsoft Windows. After that, the commands to test each port are the same.
Open a DOS command prompt and type: telnet /?
Since Telnet is not installed by default on Windows, you will know if you need to install it If you get an error like:
'telnet' is not recognized as an internal or external command, operable program or batch file.
If typing telnet /? shows the Telnet help and not the above error, you can skip to the Telnet Commands to Test Ports section.
If Telnet is not installed, you should be able to install it from a DOS command line by typing the below command. If you don’t get an error and the DOS prompt returns, it is installed. You MUST close the current DOS window and reopen a new one to be able to use the newly installed Windows Telnet command line client.
pkgmgr /iu:"TelnetClient"
On Mac OS X, navigate to the “Applications” -> “Utilities” folder and choose the “Terminal” app.
The Application server is based on where your datacenter is located such as: In the United States, Europe, Germany or Australia. Make sure you test against the appropriate application server. Application Server Tests First, find your appropriate data center IP from the list above. Then run a Telnet command test (e.g. for US datacenter you would run a command like “telnet 204.236.233.127 443” to test connectivity to port 443. You would want to make sure that connectivity is open for all the IPs and ports to the data center where your domain is located. Both IPs and ports required are listed in the “What are the general ports and IPs for MangoApps?” section above.
If there is a connectivity issue, you will receive an error after a short time. If connection is successful you will see a window without any prompt. To bring up the prompt type the 2 key combination: 'CTRL' + ']' to bring up a prompt. Then type “quit” to exit.
This article covers how to turn on or off the IFRAME object in your browser and how MangoApps behaves when the IFRAME object is turned off.
How does MangoApps use the IFRAME object?
How do I turn on or off the IFRAME object in my Browser?
How will UI elements appear in MangoApps when the IFRAME object is turned off?
MangoApps allows bookmarking of your web apps as links or iframe in Bookmarks app which can be configured from the admin portal -> Apps -> Bookmark Apps. They offer a good way to get external sites visible from within the MangoApps sphere. Administrators create iframe.
Bookmark Apps
Turning on the IFRAME object may allow malicious websites to run harmful scripts on your computer.
MICROSOFT INTERNET EXPLORER
In the Internet Explorer browser, choose “Tools” -> “Internet Options”
Choose the “Security” tab and verify that the “Internet” zone is selected.
Choose the “Custom Level” button and scroll down to find “”.
Make a setting and choose the “OK” button on both windows.**
**Available settings are Disable and Enable as well as Prompt.
MOZILLA FIREFOX
In the Firefox browser, type about:config in the address box and hit the key to display a list of settings.
Search for frame to narrow the list to what we need to set.
From the results, RIGHT-CLICK on the browser.frames.enabled line item and choose the “Toggle” menu choice.**
**A setting of true enables the IFRAME object in Firefox, false disables the IFRAME object.
When the IFRAME object is turned off in your browser, the custom app will just not show anything from that app that is within an iframe.
iframe
There are several ways to contact an MangoApps support engineer depending on which MangoApps client you are using. Desktop and iPhone MangoApps clients have an inline support feature that will initiate an e-mail directly to our support team. Use the “Email Support” option below for Web and Android (or any) MangoApps client email support. Phone support is also available during business hours Pacific Time.
Support requests are handled in the order that they come in and are prioritized by our support staff based on your MangoApps subscription level and priority ranking of the issue. To see more information regarding MangoApps subscription levels and priority ranking, visit our Contact Us page.
An initial response to your support request will ALWAYS arrive within 24 hours. Some solutions require a longer period of time based on the nature of the issue. We strive keep you informed of your issue’s progress.
Inline Support Contact support directly from the MangoApps client you are using when you want to ask us a question. To locate the inline support option from within any client, follow the steps from one of the following:
Desktop From the desktop, click the “Gear Menu” -> “Help” -> “Report a Problem” menu to open a composition window where you can describe your problem. Use as much detail as possible when describing your issue to ensure a proper solution from our support professionals. When you’ve finished composing your support request, click the “Send” button. You will be contacted by our support staff in the order that your request was received, based on priority.
2. iPhone To receive support from your iPhone, simply navigate to the Login screen and click the “Report a Problem” link at the bottom of the screen. An email composition window will appear allowing you to describe your issue. Please be as detailed as possible.
Email Support Email MangoApps Support directly using support@mangoapps.com and receive an initial response the same day. Support requests are handled in the order they arrive.
Phone Support To reach MangoApps Support by telephone during normal Pacific Time business hours please call the number listed on our support site. Voice-mail messages can be left and will be responded to within one business day. Phone Support is reserved for paid subscriptions while free subscription phone support is currently being handled on a case-by-case basis.
Guest Users Guest users may not have a path to download The Desktop Client for their use, in that case please use this link Desktop Client This will give you access to the downloads page.
On your computer keyboard, press the 'Windows' and 'R' button at the same time to open the run window.
In the “Run” window type: 'çmd' and then press 'Ctrl' + 'Shift' + 'Enter' on your computer’s keyboard to open the command prompt in administrator mode.
If the User Account Control dialog box appears,click on 'Yes''.
At the command prompt,type 'sc delete MangoApps' and press enter.
At the command prompt, type 'sc delete MangoAppsBckServ' and press enter.
Restart your computer once.
After the restart, try the installation again.
Verifying the MangoApps-specific ports in your environment can minimize connectivity and functionality problems. The ports can generally be tested using a command line Telnet client. Below are how to start Telnet in a terminal in Mac OS and in a DOS window on Microsoft Windows. After that, the commands to test each port are the same.
Open a DOS command prompt and type: telnet /?
Since Telnet is not installed by default on Windows, you will know if you need to install it If you get an error like:
'telnet' is not recognized as an internal or external command, operable program or batch file.
If typing telnet /? shows the Telnet help and not the above error, you can skip to the Telnet Commands to Test Ports section.
If Telnet is not installed, you should be able to install it from a DOS command line by typing the below command. If you don’t get an error and the DOS prompt returns, it is installed. You MUST close the current DOS window and reopen a new one to be able to use the newly installed Windows Telnet command line client.
pkgmgr /iu:"TelnetClient".
On Mac OS X, navigate to the “Applications” -> “Utilities” folder and choose the “Terminal” app.
The Application server is based on where your datacenter is located such as: In the United States, Europe or Australia. Make sure you test against the appropriate application server. Application Server Tests First, find your appropriate data center from the headings below. Then run each Telnet command test. If there is a connectivity issue, you will receive an error after a short time. In most cases, a successful connection will require the terminal window or DOS window to be closed prior to attempting a subsequent test.
DATA CENTER | TELNET COMMANDS |
US Data Center |
|
Europe (Ireland) Data Center |
|
Australia Data Center |
|
Europe (Germany) Data Center |
|
If you are having one of the below issues while installing MangoApps for Windows, you may want to uninstall any previous version of MangoApps for Windows, Restart Microsoft Windows, download the current version of MangoApps for Windows then reinstall the current version. The error messages you may get that require these steps are:
Installing MangoApps for Windows
Error 1001. Unable to get installer types in the C:\MangoAppsForWindows.exe assembly. -> Unable to load one or more of the requested types. Retrieve the LoaderExceptions property for more information
To resolve this issue:
Quit any running instance of MangoApps for Windows.
Use Windows Control Panel to completely remove MangoApps for Windows from your computer.
Restart your computer after uninstalling MangoApps for Windows.
Reinstall MangoApps for Windows.
To uninstall MangoApps for Windows, completely close any running instance of MangoApps for Windows then:
On your keyboard, press the 'Windows' and 'R' button at the same time to open the run window.
In the “Run” box, type “Control Panel” (without the quotes).
In the Control Panel, navigate to: “Control Panel” -> “Programs” -> “Programs and Features”
Find MangoApps for Windows in the list of installed applications and choose “Uninstall” to start the uninstall process.
Follow the steps in the uninstall process to completely uninstall MangoApps for Windows from your computer.
You can download the current version of MangoApps for Windows from Client’s App in the left navigation bar.
While installing MangoApps for Windows, you may be asked to install some required prerequisites for Microsoft Windows. Accept the installation so that the required prerequisites get installed and MangoApps for Windows will function correctly after the install.
If you receive this error: Service 'MangoApps" (MangoAppsService.exe) could not be installed. Verify that you have sufficient privileges to install system services.
On your computer keyboard, press the 'Windows' and 'R' button at the same time to open the run window.
In the “Run” window type: 'çmd' and then press 'Ctrl' + 'Shift' + 'Enter' on your computer’s keyboard to open the command prompt in administrator mode.
If the User Account Control dialog box appears,click on 'Yes''.
At the command prompt,type 'sc delete MangoApps' and press enter.
At the command prompt, type 'sc delete MangoAppsBckServ' and press enter.
Restart your computer once.
If you notice a black screen when capturing an image or video on your computer using Recorder, then it is possible a security software installed on your computer is disallowing the same.
One of the most common one being AVG, to address the issue we would recommend adding an exception in AVG for Recorder for smooth functioning, refer steps here to add an exception;
Step 1 : Launch AVG from the system tray — to open the AVG Control Panel.
Step 2 : Double-click “Anti-Virus” in the Control Panel to view its settings.
Step 3 : Click the “Manage exceptions” button.
Step 4 : Click the “Add Path” button to add an entire folder to the Exceptions list or “Add File” button to add a single file to the list.
Step 5 : Select the folder or file and click “OK” to add it to the Exceptions list.
Step 6 : Click “Apply” to apply the new settings.
Step 7 : Click “OK” to close the AVG Advanced Settings window.
MangoApps client collects lots of logs regarding errors and events happening within the app to help us debug any specific issues. This can be enabled from MangoApps Preferences.
Windows
To Enable the debug logs in MangoApps for Windows client, go to MangoApps Preferences and then check the box “Enable debug logs” under “General” tab.
Mac
To Enable the debug logs in MangoApps for Mac client, go to MangoApps Preferences and check the box “Info Level” or “Error Level” under “System” tab.
MangoApps logs contain lots of important information regarding a particular issue and help the support team to quickly troubleshoot the issue and fix the same. Below are the instructions to send the MangoApps logs to the support team
Windows
Go to MangoApps Preferences by clicking on your profile icon
From the “General” Tab, tick the box “enable debug logs then Send logs (remember to untick the debug logs after issue is fixed)
Note- If your email client like Outlook is configured, the logs will be automatically attached to a new email with all the details filled in. If not, you will get a pop messages informing that the logs are saved to a location and asking you to send the same on support@mangoapps.com
Alternative steps:
Go to Start > Run > type %appdata% > navigate to “Mangoapps for windows > logs” folder > Zip the “Logs” folder. Attach it to an email and send it to support@mangoapps.com Location may look like this: C:\Users\Mangoapps\AppData\Roaming\MangoApps for Windows\LOGS
Mac
Open the MangoApps application on Mac, Select “Email Problem Report to MangoApps Team” under Online Help.
Enter your email ID along with a short description of the issue and send it to MangoApps Support Team for investigation.
Click on Send Report to send the Application Logs Report to MangoApps Support
iPhone
Non Logged in Mode
Launch the MangoApps iOS app and from the login screen tap on “Settings”
Tap on “Report a Problem” action
A new email will open with all the details pre-filled. Send this email to support@mangoapps.com
Logged in Mode
Login into your MangoApps account and from the left hand navigation select “Settings” option
Scroll down on the setting page and locate “Report a Problem” section.
Tap on “Report a Problem” action
A new email will open with all the details pre-filled. Send this email to support@mangoapps.com
Android
Non-Logged in Mode
Launch the MangoApps Android app and from the login screen tap on “Settings”
Tap on “Report a Problem” action
A new email will open with all the details pre-filled. Send this email to support@mangoapps.com
Logged in Mode
Login into your MangoApps account and from the left hand navigation select “Settings” option
Scroll down on the setting page and locate “Report a Problem” section.
Tap on “Report a Problem” action
A new email will open with all the details pre-filled. Send this email to support@mangoapps.com
When troubleshooting complex issues, it is sometimes necessary for our support team to obtain additional information about the errors being seen in the console along with network requests that are generated in your browser while an issue occurs. A support team member may request that you record a HAR and Console log file, or a log of network requests, and console errors/actions while that issue is occurring and then provide those files to them for further analysis.
To generate the HAR file for Chrome
Open Google Chrome and go to the page where the issue is occurring.
From the Chrome menu bar select View > Developer > Developer Tools.
From the panel opened, select the Network tab.
Look for a round record button in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.
Check the box Preserve log.
Click the Clear button to clear out any existing logs from the Network tab.
Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer.
Upload your HAR file to your ticket or attach it to your email and send it to support@mangoapps.com so that our Support team can analyze it.
To generate a Console log file for Chrome
Open Google Chrome and go to the page where the issue is occurring.
From the Chrome menu bar select View > Developer > Developer Tools.
From the panel opened, select the Console tab.
Click the Clear button to clear out any Console history.
Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.
Once you have reproduced the issue, right-click anywhere on the grid of console action, select Save as…, and save the file to your computer as a log file.
Upload your Console log file to your ticket or attach it to your email and send it to support@mangoapps.com so that our Support team can analyze it.
To generate the HAR file for Firefox
Open Mozilla Firefox and go to the page where the issue is occurring.
From the Firefox menu bar select Web Developer.
From the menu panel opened, select the Network option.
Look for a pause button in the tab, and click on it to Play and Record to start recording.
Check the box Persist log.
Click the Clear button to clear out any existing logs from the Network tab.
Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save All As HAR, and save the file to your computer.
Upload your HAR file to your ticket or attach it to your email and send it to support@mangoapps.com so that our Support team can analyze it.
To generate a Console log file for Firefox
Open Mozilla Firefox and go to the page where the issue is occurring.
From the Firefox menu bar select Web Developer.
From the menu panel opened, select the Console option.
Click the Clear button to clear out any Console history.
Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.
Once you have reproduced the issue, right-click anywhere on the grid of console action, select Export Visible Messages To > File, and save the file to your computer as a log file.
Upload your Console log file to your ticket or attach it to your email and send it to support@mangoapps.com so that our Support team can analyze it.
To generate the HAR file for Internet Explorer
Open the Internet Explorer and go to the page where the issue is occurring.
From the Internet Explorer Action bar, click on Tools (Alt+X) > F12 Developer Tools
From the panel opened, select the Network tab.
Click on the green play button to Start profiling session.
Click the Clear button to clear out any existing logs from the Network tab.
Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once you have reproduced the issue, click on the Save button to save the HAR file and save it as a .har file or .xml file. .
Upload your HAR file to your ticket or attach it to your email and send it to support@mangoapps.com so that our Support team can analyze it.
To generate a Console log file for Internet Explorer
Open Internet Explorer and go to the page where the issue is occurring.
From the Internet Explorer action bar select, click on Tools (Alt+X) > F12 Developer Tools
From the panel opened, select the Console tab.
Click the Clear button to clear out any Console history.
Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.
Once you have reproduced the issue, right-click anywhere on the grid of console action, select Copy All.
Paste the code on a notepad file as .txt and send it to support@mangoapps.com so that our Support team can analyze it.
To generate the HAR file for Edge
Open Edge and go to the page where the issue is occurring.
From the Edge action bar select Three dots > More Tools > Developer Tools.
From the panel opened, select the Network tab.
Click on the green play button to Start profiling session.
Click the Clear button to clear out any existing logs from the Network tab.
Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once you have reproduced the issue, click on the Save button to save the HAR file and save it as a .har file.
Upload your HAR file to your ticket or attach it to your email and send it to support@mangoapps.com so that our Support team can analyze it.
To generate a Console log file for Edge
Open Edge and go to the page where the issue is occurring.
From the Edge action bar select Three dots > More Tools > Developer Tools.
From the panel opened, select the Console tab.
Click the Clear button to clear out any Console history.
Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.
Once you have reproduced the issue, select the content under the console tab & copy the code.
Paste the code on a notepad file as .txt and send it to support@mangoapps.com so that our Support team can analyze it.
To generate the HAR file for Safari
Open the Develop menu and select Show Web Inspector.
Click the Network tab and complete the activity that is causing issues.
Click the Export icon on the far right of the network tab and save the HAR file.
Send us the file via your support ticket to support@mangoapps.com so that our Support team can analyze it.
To generate a Console log file for Safari
Open the Develop menu and select Show Web Inspector.
Click the Console tab and complete the activity that is causing issues.
Select the Console tab content, copy and send it to support@mangoapps.com so that our Support team can analyze it.
