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HUD 3.0.002781 Dropping Connections to Server

guyadmin
Posts: 15
 Member Since:
2008-11-03
Submitted by guyadmin on Mon, 11/16/2009 - 7:56am.

We are having issues with HUD clients randomly dropping connection to the HUD server for a few seconds and then automatically reconnecting.

Our vendor says that this could be Network related (which is a very BROAD statement). So can anyone give me an idea about WHAT could be happening on the network to cause this?

My network is usinng a Netgear GS748TP switch (Gigabit ethernet). There are two switches joined together via Fiber-Optic cables. The router is a Cisco 1841 series router. DHCP/DNS are handled by Windows Server 2003.

I am getting good response times from the Trixbox server with no packet loss.

C:\Program Files\Windows Resource Kits\Tools>ping serveridx.trixbox.fonality.com

Pinging serveridx.trixbox.fonality.com [10.0.1.2] with 32 bytes of data:

Reply from 10.0.1.2: bytes=32 time=1ms TTL=64
Reply from 10.0.1.2: bytes=32 time=1ms TTL=64
Reply from 10.0.1.2: bytes=32 time=1ms TTL=64
Reply from 10.0.1.2: bytes=32 time=1ms TTL=64

I am using Windows DNS instead of Trixbox. Why are they so insistant on using the trixbox DNS?

Is there a HUD log I can look at to see where the connection drops between the client and server to determine if there is a communications timeout or something?

Thanks

‹ HELP! Hud 3 not running on the server? Latest version of HUD download location ›

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guyadmin
Posts: 15
 Member Since:
2008-11-03
HUD Updated to 3.0.00021 M1
Mon, 11/16/2009 - 8:28am

I found the HUD update and applied it to my own and the offending machine. Will monitor to see if it drops again. I do have a capture file .cap from MS Network Monitor 3.3 if anyone is interested in reviewing it to see why the connection on the previous client version may have dropped.


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Schwood
Posts: 478
 Member Since:
2006-06-23
How did this work after your
Mon, 11/30/2009 - 2:08pm

How did this work after your HUD update?

We recommend using the trixbox Pro as the DNS server so that the phones don't have issues...HUD doesn't need to use trixbox Pro DNS though. This article explains it further, and gives AD DNS setup instructions/considerations: http://help.fonality.com/index.php?title=Troubleshooting/Why_must...

--

Chris Sherwood
FtOCC Admin and Tech Certified
Fonality Sales Engineer


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guyadmin
Posts: 15
 Member Since:
2008-11-03
Still having issues
Fri, 12/18/2009 - 1:16pm

@schwood

As of today we are still experiencing issues.

From HUD>About:

Client Version: 3.0.003542 M1.3
Server Version 3.0.003494 M1.3

FONCore fon_o_1.2.17
Java version 1.6.0_17

Seems to be HUD clients dropping connections. Do you have other customers experiencing this? Happens over wireless, wired (100/1000) connections. Server seems to be OK. Wireshark doesn't reveal anything.

Is there any way to turn on diagnostic logging to see why the client disconnects from the server, and then attempts a reconnect? Is there a startup switch to enable this? Can the HUD programmers tell us what is built into the software to indicate connection status in the HUD client. When HUD goes offline, active calls are still fine. I believe there is some kind of bug in the connection between HUD Client and HUD server.


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kwarnimo
Posts: 79
 Member Since:
2008-05-19
We had these issues with
Fri, 12/18/2009 - 8:54pm

We had these issues with Netgear switches too when we used to use them for clients. Never could figure out why. On a couple of deployments, we switched to using Dell PoE switches and the issues started going away. No idea if it was just coincidence or what, but we've been sticking with them and haven't had this problem. I only mention it because it left me confused for a while too, tried that at random, and it solved itself.


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Schwood
Posts: 478
 Member Since:
2006-06-23
Agreed. Think about basic
Tue, 12/22/2009 - 11:41am

Agreed. Think about basic network troubleshooting...what would you do? First, connect a HUD client into the same switch as the server...does the problem still happen? If no, then your problem is something else on the network...if yes, then it is a software problem, OR a problem with that switch. Step 2...replace the switch with a different brand/model (as suggested by kwarnimo)...did the problem go away? If no, then it is most likely software related, and you should call Fonality Support and open a ticket. If yes, then you know that there is some issue with the original switch.

Thanks,

--

Chris Sherwood
FtOCC Admin and Tech Certified
Fonality Sales Engineer


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guyadmin
Posts: 15
 Member Since:
2008-11-03
RESOLVED
Thu, 02/04/2010 - 9:11am

You cannot have a ':' character in the name of a call queue. After removing the ':' the disconnects have ceased.


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