Troubleshooting: Set Your DNS Server to Reach MoldPlan (Windows 7/10/11)

You enter the MoldPlan address on a company computer and the browser shows "This site can't be reached" or "server IP address could not be found," while other websites open normally. This usually means the computer's DNS server setting needs to point to your company's DNS server. Once it does, the connection works again.

Why it happens: the computer asks the wrong DNS server

A DNS server translates web addresses into IP addresses, much like a phone book. Before opening a site, the computer asks its DNS server for the address's IP, then connects to that IP.

Your MoldPlan address is registered on the DNS server your company designates. A computer set to obtain DNS automatically usually asks your internet provider's DNS or a public DNS such as Google's. A public DNS only lists public websites, so it answers "domain not found" for your company's address, and the browser shows an error.

After the computer switches to your company's DNS server, it finds the MoldPlan server's IP address and connects.

Before you start: get the DNS server addresses from your sales contact

Each company uses its own DNS server addresses. Ask your MoldPlan sales contact for your company's DNS server addresses. You will usually receive two:

• Preferred DNS server: the first address
• Alternate DNS server: the second address (leave this field blank if you receive only one)

The screenshots below use 192.168.1.10 and 192.168.1.11 as examples. Enter the addresses from your sales contact instead. Changing network settings requires administrator rights on the computer.

Windows 7 steps

1. Click Start → Control Panel → Network and Internet → Network and Sharing Center.
2. Click Change adapter settings on the left.
3. Right-click the connection you use (for example Local Area Connection or Wireless Network Connection) and choose Properties.
4. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
5. Choose Use the following DNS server addresses, then enter the Preferred DNS server and Alternate DNS server.
6. Click OK, then close the connection properties window.

Windows 10 steps

1. Press Windows key + R, type ncpa.cpl, and press Enter to open Network Connections.
2. Right-click the connection you use (for example Ethernet or Wi-Fi) and choose Properties.
3. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
4. Choose Use the following DNS server addresses, then enter the Preferred DNS server and Alternate DNS server.
5. Click OK, then close the connection properties window.

Windows 11 steps

1. Right-click Start, choose Settings, and open Network & internet.
2. Click the connection you use: Ethernet for a wired network, or Wi-Fi followed by the connected network's name.
3. Find DNS server assignment and click Edit next to it.
4. Change the drop-down to Manual and turn on IPv4.
5. Enter the Preferred DNS and Alternate DNS, then click Save.

Confirm the setting works

1. Press Windows key + R, type cmd, and press Enter to open Command Prompt.
2. Type ipconfig /flushdns and press Enter to clear old lookup results.
3. Type nslookup followed by your MoldPlan address (for example nslookup example.moldplan.app) and press Enter. An IP address in the output means the DNS setting is working.
4. Close and reopen the browser, then enter the MoldPlan address again.

If MoldPlan still does not open after these steps, send a screenshot of the browser error and the nslookup output to your MoldPlan sales contact, and we will help you troubleshoot further.