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Problem with remote user timing out on uploads

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    Problem with remote user timing out on uploads

    I have an upload using an UX component loading into a SQLServer database. When the upload is used by a staff member in our building, it works fine. She is accessing the application thru the same website that our remote users do. When the upload is used by remote users, it times out in less than 2 minutes. They also do not get the session timeout warning that I included. The staff member does get the timeout warning after about 15 minutes and is able to extend the session.


    Are there any log files that I could examine or has anyone run into this situation before?

    I am using Alpha Anywhere v4.6.1.2 Build 6012 with System Addin Build 5338 .

    #2
    Re: Problem with remote user timing out on uploads

    Are they truly timing out or are they getting kicked out. I think they are losing connection for some reason.

    I am not sure, exactly, what you mean by remote users to a website. Is this a VPN setup? Are you using Remote access of some sort?

    A little more information on your setup might help us help you.

    Also, you are talking about an upload - is that the only function this serves? Are there other UX components that do not have this issue?

    Comment


      #3
      Re: Problem with remote user timing out on uploads

      They are only having a problem with the Upload. The other reporting features of the application are not having a problem. By remote users, I mean users not in our office building. The upload is a UX that uploads the data in a CSV file and processes it into the appropriate tables. There is xbasic code and a SQLServer stored procedure involved in the processing. The users are getting a "Connection Timed Out" message. They are not getting the session timeout warning popup, which is set at 2 minutes. As stated before, users in our office building are accessing the application in the same manner, being a link on our web page. They are not having the same issues with timing out. They get the warning popup after about 15 minutes and sometimes have to extend the session in order to load a 400kb file.

      Comment


        #4
        Re: Problem with remote user timing out on uploads

        Have you personally tested this from outside your office? A look at the console may reveal stuff. A 400kb file should load almost instantly. If it's still loading after 1 minute you know there's a problem.

        http? https?

        Comment


          #5
          Re: Problem with remote user timing out on uploads

          You may be having a security issue of some type.

          Users in your office are connected directly to the server while users outside the office are connecting through some kind of security device/firewall, yes?

          But I also agree that a file of 400kb or even 400MB should upload very quickly - you have some kind of network latency issue you also need to address.

          What you don't mention is whether the disconnected session every completes either partially or completely. Do uploads from outside the office actually happen, even though the get disconnected or no?

          Comment


            #6
            Re: Problem with remote user timing out on uploads

            I have not been able to test it personally from outside my office. https. I don't believe it is the actual loading of the file that takes time, but the processing. My puzzlement comes from why it would act differently for users outside the office vs users in the office when they are both accessing it through the web page link. Our remote users loading small files (~50kb) are not having problems. We have decided to move all post-upload processing to the database using a stored procedure rather that a combination of xbasic and stored procedure. I hope this will help.

            Comment


              #7
              Re: Problem with remote user timing out on uploads

              That's the first thing you should do... duplicate what your users are seeing. Check the console... see what's actually going on. Processing, loading, whatever on a 400kb file should be seconds.

              Comment


                #8
                Re: Problem with remote user timing out on uploads

                I will take a file home tonight and try running the load from my home computer, but I'm not sure what 'console' you are talking about. I know how to run the debug from my alpha development system, but I can't do that from my home computer.

                Comment


                  #9
                  Re: Problem with remote user timing out on uploads

                  P.S. this was all working fine 3 months ago before I installed the latest build of Alpha Anywhere.

                  Comment


                    #10
                    Re: Problem with remote user timing out on uploads

                    In chrome, use Control Shift I. It will turn on the java console so you can see if there are any JavaScript errors.

                    And if an upgrade to Alpha is the culprit, try going back a version (or to whatever you were at before) to see if it fixes the issue.

                    Comment


                      #11
                      Re: Problem with remote user timing out on uploads

                      Originally posted by Anita Headley View Post
                      P.S. this was all working fine 3 months ago before I installed the latest build of Alpha Anywhere.
                      Shocking !

                      Browser console... Control+Shift+J will open the Console Panel. The console tab will show Javascript, HTML, loading errors. The Network tab is required when trying to figure out problems like the one you're having. Learn how to use these tools... indispensable. Without duplicating what your users are doing it's all just guessing.

                      Comment


                        #12
                        Re: Problem with remote user timing out on uploads

                        Sounds to me like a firewall rules issue. Whomever manages your company firewall system should be able to easily see if it's being rejected by the firewall. If it is, then it's usually an easy adjustment to the rules policy. If that isn't it, then something in the app build. I would rule out the firewall issue first.

                        Comment


                          #13
                          Re: Problem with remote user timing out on uploads

                          Uploads fine from my home computer. Problem must be at other end. Different agency, so I don't know yet what we are going to do.

                          Comment


                            #14
                            Re: Problem with remote user timing out on uploads

                            Does the different agency have a different server or are they all going to the same server?

                            Comment


                              #15
                              Re: Problem with remote user timing out on uploads

                              Is it a browser issue? Do you know what they are using, are there session cookies they aren't accepting as part of their agency security policy?

                              Comment

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