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Disconnect

Last post 03-10-2009, 12:31 PM by PatrickC. 14 replies.
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  •  03-03-2009, 6:08 PM 49452

    Disconnect

    Operators are getting disconnected - how do we diagnose NOCONNECTION errors? We're using Version 5 of Live Support.
     
     
     
     
    Edit: Seems to be related to the javascript that calls the button - the page doesn't load sometimes and when it does the operators are disconnected.
  •  03-03-2009, 6:21 PM 49453 in reply to 49452

    Re: Disconnect

    It looks like the internet connection is lost. So operator clients cannot connect to the server.

    asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
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  •  03-03-2009, 6:46 PM 49454 in reply to 49453

    Re: Disconnect

    We've also seen disconnect error numbers 108, 114, 10B, and 10D. This is all on our intranet - no external internet connections. I'm thinking it might be a problem with our database server.
     
     
    Update: The server ended up crashing with a 503 error.
     
     
     
  •  03-04-2009, 1:25 AM 49463 in reply to 49454

    Re: Disconnect

    It's a scalability problem either with our IIS or SQL servers, when I try to open 12 or more pages that display the status button I get disconnected from the operator client.
     
  •  03-04-2009, 12:31 PM 49474 in reply to 49463

    Re: Disconnect

    Hi,
     
    Did you write any ChatProvider code ?
     
    Regards,
    Terry
  •  03-04-2009, 1:34 PM 49475 in reply to 49474

    Re: Disconnect

    Nope we didn't write any ChatProvider code.

     
    I think the problem is the size of the application pool on our production server. We were able to load more requests on our other server before any operators were disconnected.
  •  03-05-2009, 1:37 PM 49518 in reply to 49475

    Re: Disconnect

    Here is the result of the diagnostic running when the site crashed:
     
     
     
    In w3wp__PID__6184__Date__03_05_2009__Time_09_39_31AM__788__Second_Chance_Exception_C0000005.dmp the assembly instruction at ntdll!RtlpCoalesceFreeBlocks+128 in C:\WINDOWS\system32\ntdll.dll from Microsoft Corporation has caused an access violation exception (0xC0000005) when trying to read from memory location 0x6ae7b3d5 on thread 8 Heap corruption was detected in heap 0x01ae0000, however pageheap was not enabled in this dump. Please follow the instructions in the recommendation section for troubleshooting heap corruption issues. Current NTGlobalFlags value: 0x0
  •  03-05-2009, 2:54 PM 49525 in reply to 49518

    Re: Disconnect

    Server Microsoft.net framework = 1.1 version 1.1.4322.573
     
    What are the recommended settings for the application pool running Live Support?
     
  •  03-05-2009, 2:54 PM 49526 in reply to 49518

    Re: Disconnect

    Rapid fail Protection is set for 5 failures in 5 minutes
  •  03-05-2009, 2:54 PM 49527 in reply to 49518

    Re: Disconnect

     
     Is there a way to extend the timeout for operators so that if the server is under heavy load they don't get disconnected? Or, is there a way to auto-reconnect without having to click "OK" in the status message?
     
     
  •  03-05-2009, 3:55 PM 49532 in reply to 49527

    Re: Disconnect

    Another note is that the operator disconnects occur when loading Support-Image-Button.js.aspx OR Support-Visitor-monitor.js.aspx - the script is being called from multiple sites interally, all referencing our livesupport server.
  •  03-05-2009, 11:01 PM 49544 in reply to 49532

    Re: Disconnect

    Hi,
     
    You can goto the administration page , the Functionalities tab , and change the 'Network Error Timeout'
     
    But I think your issue is caused by the ASP.NET thread be blocked , and that force the server get 503 error.
     
    Can you try to setup the most simple website , which only contains the LiveSupport , and then try again ?
     
    To fix your issue , we must find the reason out.
     
    Regards,
    Terry
  •  03-05-2009, 11:05 PM 49545 in reply to 49544

    Re: Disconnect

    Hi,
     
    You can build another IIS application to run the LiveSupport , and just link the
     
    CuteSoft_Client/CuteChat/Support-Visitor-monitor-crossdomain.js.aspx
     
    to your website , instead of Support-Visitor-monitor.js.aspx
     
    )
     
    Regards,
    Terry
     
  •  03-09-2009, 11:44 AM 49648 in reply to 49545

    Re: Disconnect

    Updated the site using the crossdomain script but still getting operator disconnect errors. The crossdomain script does not show visitors in the operator panel, maybe because all of the sites are hosted on the intranet (internal domains are all *.web.company.com).
     
    Support-Image-Button.js.aspx alone causes disconnects and 503 shutdown of the application when loading 10-20 pages simultaneously.
     
    Setting "Network Error Timeout" to 900 did not fix the disconnect error.
  •  03-10-2009, 12:31 PM 49694 in reply to 49648

    Re: Disconnect

    Our IIS manager reviewed the logs and thinks the problem is related to the Oracle Webgate product we use for authentication.
     
    Update: patching the Oracle Webgate product fixes this issue. Thanks!
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