Hi,
On one of our customer sites, some technicians get the following error when logging in to the Mobile Edge application: “An error happened while downloading equipment status.”
I can’t reproduce the issue on my side, and I’ve asked the customer to run an IISRESET on their server.
Note also that the equipment status table is empty for this customer.
What could be the cause, and how should we investigate?
Thanks for your feedback.
Regards,
Christophe
Hi Christophe,
You can check the mobile service logs to see if the application is communicating with Alliance at all. If you don’t see any activity in the log, check the mobile services application pool. We’ve seen this issue for other clients as well, and recycling the mobile application pools resolved the issue.
Thank you,
Andrew
+15Hi Christophe,
As Andrew mentioned above, see if you see any error details captured in the Mobile logs...also check the Astea-Cache Event Viewer logs on the Alliance application server to see if there are any details captured in there (maybe it’s really just an issue with the Redis Cache in this environment), so if that is showing errors that it can’t read from Cache then try stopping and restarting the cache services and follow that up with an IISRESET right afterwards and see if that helps…
Thanks,
Reid
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