In Astea alliance v14, dispatch console is not connecting to only 2 out of 6 sessions.
Tried (DSE and cache services) service restarts and IIS resets.
Even after multiple such attempts the dispatch console remains disconnected to the 2 sessions only.
Anything we can do to resolve it?
Best answer by Phil Seifert
Hi,
Glad to hear it was sorted out with restarting the DC session itself. I would have tried the DC Session restart first as the least intrusive.
Yes, I agree that that if the service restart and iisreset did not resolve, restarting the sessions should be done. I thought you had already done that but happy you are back online.
Most likely, after the DSE service restart, the system was not fully up when the sessions were started and thus some of them may have ‘hanged’ which is likely why your session restart fixed the issue.
+24Hi,
Not seeing any screenshots, etc. I can only speculate.
If only two sessions are not functioning while the other four are working, this implies there is a a configuration issue somewhere.
I would check what address the Dispatch Console is configured for those two sessions versus the other four sessions.
Some customers use different servers for for different sessions. If the address is correct and working sessions are on a different server, then I would check if the services are running on the defined server or if there are firewall rules blocking access to the defined server for port 2659 (client to DC) and port 2658 (Alliance server to DC).
The user clients who are trying to use the two DC sessions not functioning, check if they have access from their client to the DC server that is defined on port 2659. For example, they may need to be on the corporate network or VPN. Or perhaps not able to resolve the server address if it is a domain or hostname.
Hi Phil,
Thanks for the detailed explanation.
All the DC sessions pointed to the same server.
However, by simply deactivating and activating the session for specific regions in the Dispatch Console Session module, the affected dispatch consoles started working.
Not sure about the technical aspects of this fix here, but it seems if assuming all the setup is correct and no changes were made and still DC is in disconnected state, then Standard Operating Procedure must be DSE service restart, IIS reset and finally as a last step (if first 2 did not fix the issue) deactivate and activate the sessions.
Kindly correct my answer if I am misleading here on the topic. But following these, the issue was resolved for us.
+24Hi,
Glad to hear it was sorted out with restarting the DC session itself. I would have tried the DC Session restart first as the least intrusive.
Yes, I agree that that if the service restart and iisreset did not resolve, restarting the sessions should be done. I thought you had already done that but happy you are back online.
Most likely, after the DSE service restart, the system was not fully up when the sessions were started and thus some of them may have ‘hanged’ which is likely why your session restart fixed the issue.
+15Hi Narendran,
Take a look in the Event Viewer logs files on the server running the DSE Services...do you see any Error entries captured in those at the time of the outage (if those logs haven’t been overwritten already?) Check the Alliance logs, the Astea-Cache logs and the Windows Logs/Application logs, sometimes there are additional details on the error captured in those which can help to further pinpoint the root cause.
Thanks,
Reid
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