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idata
Community Manager
1,482 Views

All HUB Disappeared on screen sometimes PIN Request

Hello Unite Team,

Here is an issue that HUB Disappeared on screen sometimes PIN Request in enterprise version unite 3.2.

after check IIS Log we found that the timeout value is more than 10000ms when HUB request PIN as below. A few seconds later the PIN will come out on the screen.

and the network report as below, they told us that is cause of application long response.

anyone has this issue also? and below is HUB debug log

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20 Replies
idata
Community Manager
238 Views

Hello, sdh1984. Thank you very much for taking the time to reach the Intel Communities Team. I will do my best to assist you further.

 

 

For me to perform a deeper research regarding this issue I would like to know which is the version of the Intel Unite® app installed on the HUB and the Clients and the hardware used on them.

 

 

 

Antony S.
idata
Community Manager
238 Views

Hello,

The issue first been found time is 15th Feb.

The version of Unite Server, HUB and Client are the 3.2.82.42

and the hardware of HUB is OptiPlex DELL7050 & 7040. If you need get more information, your can scheduled a remote conference if you like.

regarding the IIS log, the long time of timetaken is it means the server application take this times?

Thanks.

idata
Community Manager
238 Views

Thank you very much for the information provided, sdh1984.

 

 

In this case, allow me to perform a deeper research on this issue. I will be back to you soon.

 

 

 

Antony S.
idata
Community Manager
238 Views

Hello, sdh1984.

 

 

Can you please confirm for me the Stock Keeping Unit number (SKU# ) of the HUBs?

 

 

 

Antony S.
idata
Community Manager
238 Views

Sorry, I don't know waht's SKU# , how to check it? HUB Service Number: FSY40K2

idata
Community Manager
238 Views

Hello, sdh1984.

 

 

The SKU# is an identification number that your DELL* units should have on it. It should be on a label.

 

 

 

Antony S.
idata
Community Manager
238 Views

DELL OptiPlex 7040

idata
Community Manager
238 Views

Hello, sdh1984.

 

 

For DELL* products this is known as the Service Tag as well.

 

 

 

Antony S.
idata
Community Manager
238 Views

Service Number: FSY40K2

Quick Service Code: 34402082258

idata
Community Manager
238 Views

Hello, sdh1984.

 

 

Thank you very much for the information. I will be back to you soon.

 

 

 

Antony S.
idata
Community Manager
238 Views

Hello, sdh1984.

 

 

This issue could happen if the HUB is unable to find the DNS record. On the Windows* command line run the nslookup command to ping the DNS server. Please make sure that the HUB is able to ping the server in which DNS service is running and a DNS services record was created for Intel Unite®.

 

 

Please share with us the results.

 

 

 

Antony S.
idata
Community Manager
238 Views

Hello Antony,

thanks your feedback.

1. I have been modify the hostname of the serverconfig file in HUB, that means by pass the DNS Record. the issue was still happened.

https:///unite/ccservice.asmx

2. the takentime was 10 seconds in IIS Log, that means what? where is the 10 seconds taken?

thanks.

idata
Community Manager
238 Views

Hello, sdh1984.

 

 

Thank you very much for your reply and performing these steps. Allow me to continue researching regarding this matter.

 

 

 

Antony S.
idata
Community Manager
238 Views

Hello, sdh1984. Thank you for your patience.

 

 

I would like to have a screenshot of the PIN before and after it disappears on the HUB. Additionally, on the Admin Portal, is the window mode enabled?

 

 

 

Antony S.
idata
Community Manager
238 Views

Hi Antony,

It's difficult for us to get the screenshot of PIN disappears. IT may be 3-4 times happen one day per HUB. but I can provide to you the wireshark package for your reference.

HUB Debug log: 2:16:03 to 2:16:13 is the Checkin time whitch failed.

IIS log: UTC+8, 18:16:13 taken 9078ms

HUB Wireshark: 10.199.172.62 is the HUB IP address and 10.188.250.67 is the server. 2018-05-10 02:16:03.938010 start "Client Hello" form HUB

Server Wireshark: mark with green is PIN checkin success, red is failed.

If you will need the full Wireshark log, please leave a email address.

thanks.

idata
Community Manager
238 Views

Hello, Hello, sdh1984. I really appreciate that information.

 

 

Can you confirm if on the Admin Portal the window mode is enabled?

 

 

 

Antony S.
idata
Community Manager
238 Views

Antony,

Yes, the window mode is enabled when I debug and capture logs.

idata
Community Manager
238 Views

Hello, sdh1984.

 

 

Thank you for that information. I will be back to you soon.

 

 

 

Antony S.
idata
Community Manager
174 Views

Hi Antony,

intel_corp intel_admin

Here is a update for your reference.

Below picture is the Database trace for uniteserver. it show that the timeout taken is take by SQL query.

idata
Community Manager
238 Views

Sorry, I don't know waht's SKU# , how to check it? HUB Service Number: FSY40K2

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