Update - SOLVED. I can confirm it was the Firewall. The Firewall does a "stateful inspection" every hour and teminates sessions/ports that are not appearing active. The client then appears to hang, and while it is renegotiating the port and handshaking etc you see the spinning donut for 20 seconds. Our firewall admin called Palo Alto Networks (our firewall manufacturer) and they updated this setting to 10 hours, and instantly the problem went away. SOLVED!!!! Thanks group!!!
On Thu, Jun 30, 2011 at 2:26 AM, Terje Moglestue <[email protected]> wrote: > Thank you for looking into this. > > We got the same issue. Done some research without finding out why. It is very > irritating that the user tool times out. It is not a fixed / floating license > issue. Users with fixed license got the same issue. > > I do think it is a network connectivity issue. I got the feeling that the > connection times out and need to be re-established. We got the same timeout > with or without port mapper. Tracing the IP/TCP traffic might explore what is > happening. I did some tracing but was unable to find anything useful. > > ~ > Terje > ________________________________________ > From: Action Request System discussion list(ARSList) [[email protected]] On > Behalf Of remedymarv [[email protected]] > Sent: 29 June 2011 19:02 > To: [email protected] > Subject: Re: Remedy User Tool has 20 second delay after a period of > inactivity > 40 minutes > > Update: > > As part of troubleshooting, I had already ruled out the license type. I > determined that the issue happens for users with both fixed and floating > licenses. Thanks for the reminder to check for the "Floating Licence > Timeout". I checked that, just in case, and it is set to 2 hours, so is also > not the problem. I even had looked into the parameter called "Currency Ratio > Cache Refresh Interval / Client Refresh interval" and Remedy support told me > it only has to do with calculating currency". There was also a thread which > I can't find where someone having the same issue hacked the Windows registry > to create a KeepAlive DWORD so the Windows server itself refreshed the TCP > connections under 60 minutes, to avoid the issue. > > However the most viable explanation currently is that there is some piece of > network equipment, either our Palo Alto networks firewall, or some other > device that is ending the sessions at 60 minutes. Our Firewall administrator > has a ticket into the vendor and is pursuing that route. Will keep you > posted. Remedymarv. > > > > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Remedy-User-Tool-has-20-second-delay-after-a-period-of-inactivity-40-minutes-tp6506445p6530074.html > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
