Error resolving Address connect.iqan.se

Tim Reen 2 years ago in IQANconnect updated by Gustav Widén (System support) 2 years ago 6

Hello IQAN Team,

We have been having an ongoing issue when trying to connect to IQAN systems using IQAN connect remote assistance and G11 / G12. When the user attempts to connect to the G1x for remote assistance using their smart phone the following error is displayed:

Error resolving Address connect.iqan.se:

nodename nor servname provided, or not known (8)

Image 3302

If the user is able to connect their smart phone to a WiFi connection the error is not displayed and remote assistance is possible. The user can even get a shared WiFi connection using a personal hotspot and remote assistance is possible. It seems like a 3G or 4G cellular connection directly from the device with IQANgo is the problem somehow. This problem is occurring in Australia on multiple IQAN systems and smart devices.

It seems as if the problem might be with the DNS the mobile network operator is using. 

What mobile network operator / mobile service provider is used for the devices that have problems?

It looks like the issue is mainly with Telstra users (Australia), but seems that there are some Optus users who are reporting the same problem.


Thank you. 

Last week we made an update related to DNS. If you check again now, I think this might have solved also the issue your users were seeing. 


This issue does seem to have gone away, thank you!