Issue: Dealer is getting a 404 – File or directory not found error message (attached) when they click the ALEX Pro icon or manually type in http://alex.mybioguard.com.

Cause: This is an issue with AT&T’s DNS Setup

Symptoms: The “Favicon” on the tab is showing up as the AT&T logo instead of ALEX Pro.  The URL/Address is showing up as http://alex.mybioguard.com/cgi-bin/redirect.ha.

Optimal Resolution – Force the computer to use Google’s DNS servers:

IMPORTANT:  Before making this change, ask the dealer if they have a person or company that handles their IT needs. If they do, ask to work with that person/company. To make this change, you must be logged in as a local administrator.

1. Navigate to Control Panel » Network & Sharing Center » Change Adapter Settings (left menu)
2. Right click the “active” network connection and select Properties
3. On the Networking tab, locate the Internet Protocol Version 4 (TCP/IPv4) option.  Double click this option or highlight it and press properties.
4. On the General tab select the “User the following DNS server addresses” option
5. Enter the following:
   1. Preferred DNS server: 8.8.8.8
   2. Alternate DNS server: 8.8.4.4

1. Click the OK button 2x to save the changes and close out the windows
2. This will momentarily disconnect the computer from the dealer’s network and the Internet while the settings are applied
3. Clear the browser cache and moving forward you should not receive this error message

BioGuard Customer Care note: if you are making this change for the dealer and using Bomgar, you will likely lose connection during step 7.

Alternative – Clear browser cache each time this happens:

1. Let the caller know that when they see this error message, they can simply clear their browser cache and it should resolve the issue.  This

***PRIVILEGE AND CONFIDENTIALITY NOTICE***

This communication and all attachments are confidential and may be legally privileged. It should only be read by the person to whom it is addressed. If you have received this communication in error, please notify BioLab, Inc., do not review it or forward it and delete it and all attachments from your system.