When Terrain Navigator Pro fails to connect to the Internet to retrieve aerial photos (and any map type other than the traditional USGS topographic maps), there is almost always another application or device that is preventing access. Such applications include corporate firewalls, "Zone Alarm", various virus protection programs, and even the security settings present in Microsoft Internet Explorer. If one (or more) of these prevent unrestricted HTTP access from Terrain Navigator Pro to our servers, Terrain Navigator Pro will report an Internet connection error; this could be manifested as a red "Internet" indicator in the lower right hand corner of the screen, a "Cannot access Trimble server" error, and/or the presentation of the Subscription and User Account preferences when TNP starts.
First, be certain the Terrain Navigator Pro's preference has been set to allow Internet connectivity. Open the File menu, choose Preferences, Internet Access and Map Cache, then ensure the option to allow Terrain Navigator Pro to connect to the Internet is checked. (If it is not, please check it, then restart Terrain Navigator Pro.)
Next, double check the computer's date, time, and time zone settings. Some of the verifications used by Terrain Navigator Pro rely on tokens stamped with the correct date and time. If the time is not set accurately on the PC, the aerial orthophotos will not authenticate and load.
To allow Terrain Navigator Pro open, unrestricted HTTP (port 80) and HTTPS (port 443) access to our servers, ensure that any firewall (which may be external to your PC) is not preventing Terrain Navigator Pro (terpro.exe) from accessing our servers:
Certain functions require TLS 1.0 or 1.1 security. Ensure that your Internet options are so set. Open the Windows Control Panel, then choose (or search for) Internet Options. In the Internet Properties window, open the Advanced tab. Scroll down to the Security Settings. Ensure that these settings are checked: Use TLS 1.0, Use TLS 1.1, and Use TLS 1.2. Press OK and restart Terrain Navigator Pro. (Note: Some versions of Windows may require slightly different steps to allow TLS security. Other versions of Windows may not include TLS 1.0, 1.1 and 1.2; in that case simply check whatever TLS version(s) available.)
"Zone Alarm", "PeerBlock", "BitDefender" and other various blocking utilities (including some virus software) can be configured to restrict access to certain web sites, and to prevent unauthorized applications from accessing the Internet altogether. Ensure that any zone/virus software installed on your desktop lists Terrain Navigator Pro as a "trusted" application and is allowed open, unrestricted HTTP and HTTPS access to the Internet. In addition:
Those using "WebRoot Secure Anywhere" may need to set the Firewall settings such to "Allow all processes to connect to the Internet unless explicitly blocked."
We have received a report from one customer that the blocking in "BitDefender Plus 2014" is more restrictive than previous versions - and will always block Terrain Navigator Pro, even when 'white listed'. This customer also reports that this is not an issue with BitDefender 2013.
Another customer reported that he was able to lift the restriction on accessing terrainnavigator.com by disconnecting his Cisco Any Connect secure mobility client.
Yet another customer has reported that setting Environment Variable KMP_DUPLICATE_LIB_OK to TRUE will correct Error Code 15 when starting Terrain Navigator Pro. To set this Environment Variable, open the Windows Control Panel, search for Environment Variables and click Edit the system environment variables. In the Advanced tab of the System Properties window, press Environment Variables, then press New and add a variable name of
KMP_DUPLICATE_LIB_OKand variable value of
TRUE(or Edit the existing KMP_DUPLICATE_LIB_OK value to TRUE.) Note: Some versions of Windows may differ slightly in these instructions.
There has also been a report that TNP may be blocked when the DNS is set to auto. This was reflected in the test tool (below) giving the error "DNS lookup failed with error: 11002." Try entering the actual DNS for your ISP (available from your ISP) in the DNS settings for your Internet connection/proxy server.
Windows' trusted web sites (whose settings can be found via Internet Explorer - even though they affect all of Windows, regardless of browser or application) can be configured with various security settings. As with the other blocking utilities noted previously, ensure that Terrain Navigator Pro (terpro.exe) and:
Your Internet options may also affect Terrain Navigator Pro's ability to connect to the server. Open the Internet Options window in Microsoft Internet Explorer and select the Connections tab. Ensure that these are correct. (For example: the dial-up option to "Dial whenever a network connection is not present" may block Terrain Navigator Pro; instead, choose "Never dial a connection".) Note that these options affect most Internet-enabled applications, even if Microsoft Internet Explorer is not your browser of choice.
Terrain Navigator Pro makes no provisions for communicating through a Proxy Server. Instead, those Proxy Servers must be configured to allow Terrain Navigator Pro open HTTP and HTTPS access to our servers at terrainnavigator.com, tileserver.trimbleoutdoors.com, api.tiles.mapbox.com, cloudfront.net, and s3.amazonaws.com. The system administrator responsible for the Proxy Server should be able to set this up. Please feel free to contact your IT professional or Internet Service Provider if you need further clarification on how to configure your system to allow Terrain Navigator Pro (terpro.exe) open, unrestricted HTTP and HTTPS access to terrainnavigator.com, tileserver.trimbleoutdoors.com, api.tiles.mapbox.com, cloudfront.net, and s3.amazonaws.com. For example, this can be done using the PopUp Blocker in Internet Explorer 10. One IT administrator set an exemption in his proxy server to allow traffic to s3.amazonaws.com without https inspection.
Firewalls may also need to be adjusted to allow Terrain Navigator Pro access to the necessary servers. One government agency reported that adding a NAT rule in their firewall allowed TNP to pass through to the Internet. Another government agency allowed traffic through their firewall to compute.amazonaws.com (which wasn’t going out through the proxy server as they had expected.)
Getting the Latest TNP SoftwareOn occasion, we may find a network compatibility issue that is best addressed within the main Terrain Navigator Pro application. Thus, be sure that the most current version of Terrain Navigator Pro is being used. For details on downloading and installing the latest version of TNP, please see: https://tnp.uservoice.com/knowledgebase/articles/165863
TP Connection Test UtilityTo assist in troubleshooting, the download below will communicate directly with our servers, and report any error messages that it receives along the way. It is designed for IT professionals to use in order to help debug Internet connection problems with Terrain Navigator Pro. Once this application (which can be installed independently of Terrain Navigator Pro) is successful in communicating with our servers, Terrain Navigator Pro will be able to do so as well.
How to use TP Connection Test
Download and run the file below. It will automatically extract and run the TP Connection Test utility. If TNP is not found on the machine, a warning will appear - and the username and password for the associated account will not be automatically retrieved. Please provide these credentials in order to fully test the connectivity.
Press Start! and TP Connection Test will verify connectivity with each server required by Terrain Navigator Pro. Please be patient as each connection is verified. Any errors received will be reported in the results window area. These errors (along with the servers returning them) should help identify what is being blocked.
Once the test is complete, use the "Save As" button to save the results into a text file. The text file can then be shared with your IT professional to identify what servers are being blocked.
If all servers are accessible by the TP Connection Test, but TNP is still not displaying aerial photos or other map types, it is possible that the map engine has become corrupted. For details, see: https://tnp.uservoice.com/knowledgebase/articles/1117054
If all servers are accessible, but the Test Trimble Login fails, please contact TNP Support to reset and verify your username and password.
Please note that we are unable to provide assistance with Internet configurations. Consult your IT professional for further assistance.
Download Link:TP Connection Test debugging tool
Version 1.13: released 09/10/2019