Troubleshooting basics

Start by checking the following:

  • Check your cache and clear the proxy server cache, this may resolve the connection issue.
  •  Check your audit logs for errors or messages, as they may point out the issue you’re experiencing.
  • The connection might be affected by internal system changes, such as an update to a financial software package, SSH key, IP (exit point) or software patches. Talk to your technical support team as they may be able to resolve the issue quickly.

Troubleshooting using Telnet query

Run a Telnet query to determine whether the connection issue is at your end or NAB’s end. When you create the query, use the following Telnet query structure: telnet<host name> <port number>.

Telnet ‘NO’ response

A ‘NO’ response means the issue is on your end. Check your firewall and network settings to ensure the connection is not being blocked. 

Telnet ‘OK’ response

An ‘OK’ response means further investigation is required. For support, email NAB Connect Tech Support and include the following details:

  • Mailbox ID
  • Date and time the connection was lost 
  • IP address of connection
  • Error messages received, or screenshots of any error messages
  • Connection log files displaying errors.

Contact us for NAB Connect enquiries

Call us

Monday to Friday, 7:30am to 8:00pm (AEST/AEDT)
Saturday, 9:00am to 2:00pm (AEST/AEDT)

Within Australia: 1300 888 413

Overseas: +61 3 8641 9930

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