Lyonel Posted October 31, 2016 Share Posted October 31, 2016 Hi guys, anybody came across an error message after displaying a slideshow for a while on a screen? We have a big TV in our office where we display a slideshow. It is configured to change slide every 5 minutes and refresh the data on widgets every 5 minutes. But after a certain period of time, we get error messages saying it cannot connect to the server, like if it timed out? Link to comment Share on other sites More sharing options...
Alex8000 Posted November 1, 2016 Share Posted November 1, 2016 Hi @Lyonel, I think we have been having these same problems, @m.vandun doesn't our screen keep giving timeouts as well? Link to comment Share on other sites More sharing options...
m.vandun Posted November 1, 2016 Share Posted November 1, 2016 @Alex8000, yes we're having thse timeouts as well. Usually they are around the same time (14:00 BST). Now we're having this constantly. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 1, 2016 Share Posted November 1, 2016 @Lyonel , @Alex8000 , @m.vandun Are you using a dedicated login on the client running your dashboard screens? I know we had some disconnection issue before when using a shared user login. Cheers Martyn Link to comment Share on other sites More sharing options...
m.vandun Posted November 1, 2016 Share Posted November 1, 2016 Hi Martyn, I'm using a shared user login. Link to comment Share on other sites More sharing options...
Lyonel Posted November 1, 2016 Author Share Posted November 1, 2016 Shared login too Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 1, 2016 Share Posted November 1, 2016 Hi All Next time this happens can you provide an exact date / time of the error, if possible a screen grab of the error and we can take a look at the logs and try and find out why these logins are timing out. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Lyonel Posted November 1, 2016 Author Share Posted November 1, 2016 Ok @TrevorKillick I will try to get you a screenshot. Link to comment Share on other sites More sharing options...
m.vandun Posted November 1, 2016 Share Posted November 1, 2016 Hi Trevor, It seems to have something to do with the amount of sessions 1 account can have active. I logged in on our wallboard system, my own system then logged out. When I logged in on my own system the wallboard system got logged out. This was working normally last week. I've attached a screenshot. Unfortunately I do not have the time when this occured. Mark Link to comment Share on other sites More sharing options...
Lyonel Posted November 1, 2016 Author Share Posted November 1, 2016 I have exactly the same error message too. Just need to wait until it happens again so that I can tell you a date and time. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 1, 2016 Share Posted November 1, 2016 @Lyonel @m.vandun We were having this, so I presumed that when I logged out using the option rather than just closing the browser tab, from Hornbill on any device, that would kill all my connections irrespective of which machine my sessions are associated with. As we use SAML I created a separate user and the set the home page on my machine running the dashboard to bypass saml and use a dedicated separate account, which seems to be a lot more reliable. Does use a license though! Cheers Martyn Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 1, 2016 Share Posted November 1, 2016 Cheers Guys Will bring this up with our platform guys and try and get an answer for you. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
samwoo Posted November 1, 2016 Share Posted November 1, 2016 Just wanted to add that this is impacting us as well. Thanks, Samuel Link to comment Share on other sites More sharing options...
Lyonel Posted November 1, 2016 Author Share Posted November 1, 2016 @TrevorKillick, got a screenshot. Error occurred around 16:50 GMT Link to comment Share on other sites More sharing options...
m.vandun Posted November 9, 2016 Share Posted November 9, 2016 Is there an update on this issue? We currently cannot use our wallboard at all. Link to comment Share on other sites More sharing options...
m.vandun Posted November 14, 2016 Share Posted November 14, 2016 Any updates on this? This is getting really frustrating as we currently cannot use this functionality, which is part of the advanced analytics subscription, at all! Regards, Mark Link to comment Share on other sites More sharing options...
m.vandun Posted November 18, 2016 Share Posted November 18, 2016 Hi @TrevorKillick, Do you have any information regarding this issue? Regards, Mark Link to comment Share on other sites More sharing options...
Gerry Posted November 18, 2016 Share Posted November 18, 2016 @m.vandun In your case, your instance was configured with allowMultiLogin disabled, this means if you log in as you a second time it will automatically kick any open sessions on your account. We have disabled this option for you so that should not happen any more. Gerry Link to comment Share on other sites More sharing options...
Gerry Posted November 18, 2016 Share Posted November 18, 2016 @Lyonel Not sure why you are getting these timeouts, as a general rule things work better if the wallboards use a dedicated account. However, if multoLogon is disabled (this is a system setting you can change in the admin tool) then a user logging in using the same account will kill other sessions for that account. This is off by default. However, on some instances we have had to turn this on because a bad integration implementation (customer developed) was logging in, querying some data and not logging out, and that was happening once a second so the instance was slowing down as 10's of thousands of sessions were being created and not destroyed. We advised to not use the userLogon/userLogOff API's for integration a) because its very bad practice as it leads to passwords being hard coded into scripts and b ) because it was killing all of the instances allocated resources. The correct way to use the API's for integration is with the API keys scheme. So its worth checking your settings to see if multi logon is disabled, that would be a good start. I would also recommend you use a separate user account for you dashboards, if not for reliability for the sake of security. The count should have the minimum rights needed to display the dashboard and no more. Gerry Link to comment Share on other sites More sharing options...
Gerry Posted November 18, 2016 Share Posted November 18, 2016 @Martyn Houghton As above, check the allow multilogon setting. However, what you are doing now running a separate account is the correct approach for an unattended logged in session, at least it is if security is important. Gerry Link to comment Share on other sites More sharing options...
Lyonel Posted November 22, 2016 Author Share Posted November 22, 2016 @Gerry, thanks for your reply. I checked the setting you mentioned (that's a cool one by the way, I like it!). I believe everything is ok: Also, the account we use for Dashboards display on TV is unique and that is his sole purpose. No other rights but display dashboards and slideshows. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2017 Share Posted January 9, 2017 @Gerry We are seeing the disconnection error now on a daily basis from our dashboard screens running our slideshow. We are using a dedicated user account and 'multiLoginUSer' ie set to allow, though as we are using a dedicated user this should not apply. It seems to occur around 8 to 9 hours after I go in close the browser and re-open it and log back in again, starting up the slideshow again. I have tested this in both Internet Explorer and Chrome. Is there a session or inactivity timeout applied elsewhere which might not be picking up that the slideshow activity? Cheers Martyn Link to comment Share on other sites More sharing options...
Gerry Posted January 9, 2017 Share Posted January 9, 2017 @Martyn Houghton I will need to ask some of the devs some questions, as far as I am aware this should only happen when there is no inactivity. In the case of a dashboard slideshow this will never be the case. However, we are using Websockets for notifications and screen update events so I am wondering if it has something to do with this -I will need to investigate further. However, we have many customers using the slideshows and most of them do not seem to be having this problem so I am not sure how easy it will be to replicate, its possible environmental. Gerry Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2017 Share Posted January 9, 2017 @Gerry Thanks. Though we are configured for SSP, the login used by the Dashboard machine is using the bypass option and logging in as Hornbill authenticated user. Cheers Martyn Link to comment Share on other sites More sharing options...
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