Why did I get disconnected in the webclient for staffing?
Last updated on Nov 26, 2019
The webclient for staffing does not have any automatic time-outs. However, it stays in constant communication with our server to make sure you're connected, and when it cannot reach the server, it tries to reconnect automatically.
If it is unable to auto-reconnect within a couple of minutes, it gives up and alerts you that it has become disconnected, so that you can login again.
Common causes of webclient disconnects:
- Poor network conditions. Examples: dropped packets, low connectivity over wireless, oversubscribed wireless networks, and upstream problems.
- Proxy servers. A proxy server will even drop a connection in the middle of active chats. They have several problems:
Note that we are NOT concerned with proxy servers such as EZProxy. That is a different animal and does not impact chat. We are concerned with proxy servers used internally, often to boost performance on large networks.
- They don't respect the long-running connections to our server, causing the disconnects.
- They cache responses, which interferes with the reconnection attempts.
- Depending on configuration, they may also limit the number of simultaneous connections to any particular host across the network. This may cause the problem to appear only once a particular critical mass of people is signed in and/or chatting all at once, as can happen when bringing a service up live, following a successful testing period with fewer numbers of simultaneous logins.
- Signing into the admin dashboard in the same browser as a different user. This will work, but it may disrupt chat management functionality like send file, access to the integrated Activity page, access to the integrated profiles page, etc.
- Computers going to sleep because of idle time. Because of browser sandboxing, this problem may manifest as the webclient appearing to be signed in when it really is not. The computer's idle process will not always communicate the closed state of the connection back to the browser.
- Switching between networks while signed in. Example: taking a laptop out of its dock to switch from a wired to a wireless network. You must sign out and back in when changing networks.
- Minimizing Safari. Safari has a power saving function that minimizes network interactions and will eventually result in a disconnect from LibraryH3lp servers.
Suggestions for users of proxy servers:
The proxy server problem often can be solved completely by increasing proxy read timeout and/or increasing the number of allowed connections to a site.
Locally-installed clients are more robust
Despite all our efforts to make the webclient as reliable as possible, it will not work well for everyone. Locally-installed clients (those installed directly on a computer rather than only running through the web browser) will always be more robust than a web client because they tie into your operating system directly. You may have to use one of these.