Cannot connect to desktop client 8.2.2

[DCIM_Support]

This question was originally posted on DCIM Support by Nigel Fanning on 2018-09-20

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Hi,

We are having connectivity issues here.  All users cannot access the DCO desktop client, the web client seems unaffected.

On occasion, when the desktop client does stay online for a short amount of time it might appear usable but the work orders are not accessible. 

We will create log and backup files but in the meantime can you look at this problem?, it is affecting our planning capabilities so is quite important to us.

Thank you

(CID:134034245)

[DCIM_Support]

This comment was originally posted on DCIM Support by Elvedin Gunic on 2018-09-20

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Hi Nigel 

We are looking into the issue, you are experiencing while we are waiting for backup and log files, can you try increasing connection time out and receive timeout (Desktop client Login screen under advanced settings section) just to check if that will reduce connection issues you are experiencing.   

(CID:134034278)

[DCIM_Support]

This answer was originally posted on DCIM Support by Nigel Fanning on 2018-09-20

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I have increased the times as suggested (100 connection & 800 receive).  The client does appear to work and the work orders are there and can be edited but I am still seeing the error appear below.

We are still working on the backup and log file uploads.  I need to feel confidence we will not see continued problems again.

We have not deleted any rooms or spaces from DCO lately as that would perhaps impact the user groups as we have seen before and deny people access.

We have also created a local user not via active directory who can access DCO, but they could not see work orders.

(CID:134034384)

[DCIM_Support]

This comment was originally posted on DCIM Support by Elvedin Gunic on 2018-09-20

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Hi Nigel 

Ok I am glad that this helped, that you are now able to use desktop client and see work orders, lets see if you experience those previous issues again with increased timeout settings.

The message you are now seeing might have something to do with connection lose to the server, but we will need to investigate more when we receive backup and log files. 

Regarding to user who can not see any work orders does the user have access to rooms (Equipment Permissions) where work orders apply to? 

(CID:134034459)

[DCIM_Support]

This comment was originally posted on DCIM Support by Nigel Fanning on 2018-09-21

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Morning.  We have uploaded the logs and backups to a directory on the FTP share.  Directory 20-09.

The local user account we set up can now see the work orders too.

(CID:134034620)

[DCIM_Support]

This comment was originally posted on DCIM Support by Elvedin Gunic on 2018-09-21

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Hi Nigel 

That sounds great.

Let us know if you experience same issues again with not able to connect with desktop client or not able to get work orders, in mean while we will look into log files and backup to see if we can reproduce  issue you are experiencing and we will let you know. 

(CID:134034646)

[DCIM_Support]

This comment was originally posted on DCIM Support by Elvedin Gunic on 2018-09-21

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Hi Nigel 

Is it possible for you to upload client log files as well. 

(CID:134034693)

[DCIM_Support]

This comment was originally posted on DCIM Support by Nigel Fanning on 2018-09-21

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Client logs and backups are uploaded.  If you mean the local logs - the isxo directory - I am uploading that now.  (it has dropped and failed a couple of times)

(CID:134034745)

[DCIM_Support]

This comment was originally posted on DCIM Support by Nigel Fanning on 2018-09-21

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The DCO desktop client is still dropping out and disconnecting.  This is the same for all users at the moment.

(CID:134034766)

[DCIM_Support]

This comment was originally posted on DCIM Support by Elvedin Gunic on 2018-09-21

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ok, we are looking into log files and backup now.

I am not able to see client log files (local logs - the isxo directory) let me know its available. 

(CID:134034788)

[DCIM_Support]

This comment was originally posted on DCIM Support by Nigel Fanning on 2018-09-21

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client logs in the directory 2018-09-21--14-25-36.  The larger isxo directory keeps dropping out due to file size and length ( I am working off site). Can you proceed without local logs?

(CID:134034802)

[DCIM_Support]

This comment was originally posted on DCIM Support by Elvedin Gunic on 2018-09-21

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Hi Nigel 

I have downloaded log files and I think we have what we need for now. Thanks for the help. 

(CID:134034808)

[DCIM_Support]

This comment was originally posted on DCIM Support by Nigel Fanning on 2018-09-26

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As communicated off the community - we have resolved this fault.  Connectivity problems were a result of internal active directory system upgrades.  Thanks for all your help.

(CID:134036164)

[DCIM_Support]

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