Zoo Connection Issues


A user is working from home and is having troubles connecting to the Zoo. Other users in the office are using license from the Zoo with no problems at all. Below is the Zoo Diagnostics.

I believe the likely cause is the users’ home WiFi, although they also tried to connect to the modem via a direct connection. Does anyone have any likely solutions to this issue?

Pinging USW000528.us.ad.westfield.com [] with 32 bytes of data:
Reply from bytes=32 time=29ms TTL=124
Reply from bytes=32 time=27ms TTL=124
Reply from bytes=32 time=26ms TTL=124
Reply from bytes=32 time=31ms TTL=124
Ping statistics for
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 26ms, Maximum = 31ms, Average = 28ms

Server: USDCPR-MSDC02P.us.ad.westfield.com
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
Name: USW000528.us.ad.westfield.com

Tracing route to USW000528.us.ad.westfield.com []
over a maximum of 30 hops:
1 25 ms 20 ms 27 ms
2 20 ms 19 ms 20 ms
3 29 ms 29 ms 29 ms
4 80 ms 33 ms 31 ms
5 32 ms 28 ms 36 ms USW000528.us.ad.westfield.com []
Trace complete.

Error: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

Communication exception with “USW000528.us.ad.westfield.com”: There was no endpoint listening at http://usw000528.us.ad.westfield.com/mcneel/zoo/5/client/basic that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details.

The recent Windows (1803) update caused a couple problems.
Here’s a link to Support papers to help get them sorted:

Any luck?

Hmm thanks John. We’re on Windows 7 (for now anyway, we hope to upgrade to Windows 10 in Q3, 2018 and we haven’t sue to Enterprise issues).

Hi @eenglish,

We have many customers who connect remote Rhino users to corporate Zoo via a VPN. Is this what you are trying to?

– Dale

Hi Dale,

Yeah, it is. We have other people in office who do also, but this one particular user have been experiencing difficulties, hmmm.

Thanks :slight_smile:

Hi @eenglish,

The this user hit other resources inside your VPN? An internal web site, for example?

– Dale

Hi Dale,

Everything else seems to be working fine in terms of the VPN. Another user came to me this morning and told me the same thing, they were unable to access the Zoo through the VPN. I will try myself when I get home this evening.

Lately we’ve had a few issues with Rhino. Another user had it vanish off his computer, I had to reinstall it. An intern had issues connecting to the Zoo within the office. So it’s all a bit of a, “Hmmm”. I’m also wondering if there are issues with our Zoo computer, it’s a HP Z600 tower.

Any suggestions would be greatly appreciated.