Troubleshooting Network Connectivity

The BD Access Portal application window has Network Diagnostic tools to help IT professionals troubleshoot connectivity through their network.

To access, click on the three dots icon, then select the Diagnostics tab.

Running Diagnostic Checks:

Network Tab -

The Network tab runs a series of checks to verify your connection to the BD Access Portal service.

Click Run Diagnostics to start.

The checks run in order. If an early check fails, later checks that depend on it are automatically

skipped — this helps you focus on the root cause rather than a cascade of secondary failures.

What Each Check Does

1 Network Interface - Confirms your computer has an active network connection (WiFi orEthernet)

2 DNS Resolution - Confirms your computer can look up website addresses

3 Internet Access - Confirms you can reach the internet

4 Portal DNS - Confirms your computer can find the BD Access Portal server address

5 Portal Reachability - Confirms your computer can connect to the BD Access Portal server

6 Portal Status - Confirms the BD Access Portal service is online and responding

7 System Clock - Confirms your computer's clock is accurate (must be within 5 minutes of server time)

8 Auth Token - Confirms your login session is valid

9 Online Heartbeat - Confirms your product license session is active

10 Offline Heartbeat - Confirms you have a valid offline token stored (only checked when offline)

You can copy the full list to your clipboard for sharing with support.

Understanding Results

Each check shows one of these statuses:

• Pass (green) — Working correctly

• Fail (red) — A problem was detected; see the message for details

• Skipped (grey) — Could not run because a prerequisite check failed

Common Issues and What to Do

Failing Check	Likely Cause	What to Try
Network Interface	No network Connection	Check that WiFi is connected or your Ethernet cable is plugged in
DNS Resolution	DNS server unreachable	Restart your router, or contact your IT team about DNS settings
Internet Access	Firewall blocking traffic	Check firewall or security software settings; contact IT if on a managed network
Portal DNS	Portal domain blocked	Your network may be filtering the portal address; contact IT
Portal Reachability	Port blocked	A firewall may be blocking the connection; contact IT
Portal Status	Service temporarily unavailable	Wait a few minutes and try again; if persistent, contact BD Support
System Clock	Computer clock is wrong	Sync your clock: Windows → Settings → Time & Language → Sync now; macOS → System Settings → Date & Time → enable "Set date and time automatically"
Auth Token	Session expired	Sign out and sign back in

Traceroute (Trace Tab)-

The Trace tab shows the network path between your computer and the BD Access Portal server, hop by hop. This is useful for identifying where a connection problem occurs along the route.

How to Use

1. Click Run to start the traceroute

2. Watch as each network hop appears in real time

3. Click Cancel (red) to stop early if needed

Reading the Results

Each row represents one step (hop) your data takes on the way to the server:

Hop # — The step number (1 is closest to you, higher numbers are closer to the server)
Hostname / IP — The name or address of the network device at that hop
Time — How long it took to reach that hop (in milliseconds)
* * * — The device at that hop did not respond (this is common and not always a problem)

Tip: If all hops after a certain point show * * *, the blockage is likely at or near that hop. Share this information with your IT team.

You can copy the full traceroute results to your clipboard for easy sharing.

Network Stats (Stat Tab) -

The Stat tab shows a snapshot of your current network environment. This information is helpful when working with IT support.

Information Displayed:

Field	What It Shows
Network Interfaces	Your active network adapters (WiFi, Ethernet, VPN) and their IP addresses
DNS Servers	The DNS servers your computer is configured to use
Default Gateway	Your router's address
Public IP	Your internet-facing IP address
Portal URL	The BD Access Portal server you're configured to connect to
Portal IP	The server's resolved IP address (both IPv4 and IPv6 if available)
VPN Detected	Whether a VPN connection was found
NAT Type	Your network address translation type (Direct, Cone NAT, or Symmetric NAT)

Portal SSL Certificate Check -

Click Check to verify that the connection to BD Access Portal is not being intercepted by a network device (such as a corporate proxy that inspects encrypted traffic).

Result	Meaning
No interception detected	Your connection to the portal is direct and secure
Possible SSL interception	device on your network is inspecting your encrypted traffic — this is common on managed corporate networks and may be intentional. If you're having connection issues, share this finding with your IT team

You can copy all stats (including the SSL check result) to your clipboard.

Connected Apps (Apps Tab) -

The Apps tab shows two things:

Active Connections (top section)

Lists the BD applications currently connected to BD Access Portal on your machine (for example, FlowJo 11), along with their connection status:

Connected — App is connected but hasn't started a session yet
Authorized — App has an active, licensed session
Unauthorized — App connected but authentication was not successful

Running Apps & Services (bottom section)

Lists software running on your machine that may affect network connectivity. Security tools, VPN clients, and firewalls are highlighted:

• Red highlight — A known security/network tool is running and could potentially interfere with connectivity

• Amber highlight — A known security/network tool is installed but not currently running

Note: A highlighted application does not necessarily mean there is a problem — many of these tools are normal and expected on managed workstations. The highlighting simply helps you and your IT team identify potential sources of interference if you're experiencing issues.

Use the search box to filter the list by name. Toggle non-running to include stopped services.