Connection interrupted while starting uploading file

[cesare]

Hello

I kindly ask the community for a suggestion, if any, to a case happening to some of our TSPlus remote users (probably the problem is not at all depending on TSPlus... if you have a suggestion...).

The problem is that some users (using both Remote Desktop application and also HTML5 with Chrome) when they select a file to upload to our application, they got the network disconnected.

I was able during assistance to them to catch a case and made a screenshot: where one of these users, with HTML5 with Chrome, after having uploaded successfully the file to server (you can note that it is present on "WebFile" folder), our application prompt with a standard File select dialogue, user select the file to start the upload, but on clicking OPEN (I saw he clicked OPEN and not 2clicking on it to select) they got immediately error of CONNECTION INTERRUPTED.

What can be done ?

TsPlus is installed on a Windows 10 machine, having 1607 version.

TsPlus is 9.70.12.25

The user who tried the upload, that I catched the screenshot, is a Mac user.

Thanks in advance for any help.

Bye.

[admin]

Hello,

Does this issue occurs each time you try to transfer a file or is this due to a bad connection and have you tried with a different browser ?

In case of bad connection, you can activate an automatic reconnection.
In the AdminTool, click on the Server tile and click on "Group Policies (GPO)"

Check the "Allow users reconnection when sessions are disconnected."
Check also the "Allow automatic reconnection when user session are disconnected".

[juwagn]

Hello,

>>using both Remote Desktop application and also HTML5 with Chrome
Could you please do following
Open on the server in browser
http://localhost:81/w0j41 (or http://localhost/w0j41 if the real http port was 80)
and follow the recommendation to install Java64bit. At least that would reduce possible error sources.

If you say, that RemoteDesktop application looses connection too while uploading then check in this time the state of your connection, as example if wifi is still ok.

[cesare]

Hello

thanks for the reply.

The network connection for the above case seems not the problem, because when I catched the screenshot (where it was shown TsPlus CONNECTION INTERRUPTED) during assistance to that user, I was still able to see it live (I was able to chat with him, outside Tsplus, with no problem), even if TsPlus was showing error of CONNECTION INTERRUPTED.
This is making me thinking that network was stable and not disconnected.

The problem happens not only with HTML5 version, but also using TsPlus with Micrososoft Desktop Application, So it seems something broke TsPlus connection during file upload.

Anyway I have followed your suggestion to set this 2 check enabled, before one of them was off:
- "Allow users reconnection when sessions are disconnected."
- "Allow automatic reconnection when user session are disconnected".

About the Java version you are telling to check, I inform that on Tsplus server there is the Java 32 bit and not the Java 64 bit.
Is it really needed to update Java to 64 bit ?
We are not having memories issues or performance issues: all users, apart the above problem to few of them, are running fine.

If you have other suggestions, it is appreciated.

Thanks again.

[juwagn]

>>We are not having memories issues
http://servizi.omnisyst.it:81/w0j41
Actually there is memory issue according to internal health check.
Even if it is not potential error source please follow the instruction in the link anyway.
When there is no memory issue you will get following message https://demo.tsplus.net/w0j41

Then we can continue to look for the problem.
Additionally after upgrading to Java64 you could check https instead http
https://servizi.omnisyst.it:81/
to see if the connection is more stable.

[cesare]

Thanks for the help given.