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ragee01
Participant

Smart Console keeps losing connection to the Smart-1 Cloud.

I have a customer in Florida that has a 1600 gateway that they are managing using the Smart-1 Cloud. They use SmartConsole to connect to the cloud management,

The problem is that it constantly loses connectivity to the cloud and they have to log back in.

I do not believe that it is an internet connection problem because it did it today, about 5 times in 30 minutes, while I was controlling his screen through a zoom session and we never saw a hiccup.

The Smart Console version is R81.10

Anyone else seeing this? 

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9 Replies
the_rock
MVP Gold
MVP Gold

You may need to engage TAC for this...I always work with customer who also uses smart-1 cloud and for anything related to it, we have to contact TAC, as we dont have access to it via ssh to troubleshoot. Now, personally, I would make sure to try few different browsers or give a go via regular dashboard as well, just make sure to input cloud server and enter token from the portal. 

Andy

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ragee01
Participant

Thanks, Andy. They have a ticket open, but no resolution yet. They are using the regular dashboard. I am going to have them try the cloud VM dashboard to see if that helps. The customer is also installing the SmartConsole on another PC to see if it still happens.

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the_rock
MVP Gold
MVP Gold

See, the challenge is this...sadly. because product is fairly new, R&D needs to be engaged 9 times out of 10, so the responses might be delayed. Ping me directly if you need help, I can certainly say I have lots of experience with the product myself.

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ragee01
Participant

Thanks. I will update once we have a meeting tomorrow and get more info on it.

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the_rock
MVP Gold
MVP Gold

sure, any time, glad to help.

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Chris_Atkinson
MVP Gold CHKP MVP Gold CHKP
MVP Gold CHKP

Does the issue occur when installing policy or at random?

If yes please verify your connection persistence settings in the gateway properties as a first step.

Gateway Properties > Other > Connection Persistence > Keep...

CCSM R77/R80/ELITE
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ragee01
Participant

Randomly. setting idle, scrolling through policy, clicking on object, etc..

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the_rock
MVP Gold
MVP Gold

I dont think that setting would have much to do with his issue, its strictly how connections are handled when policy is installed. @ragee01 ...maybe ask TAC to engage R&D for this, because there is literally nothing you can do in this instance, since ssh access is not available. It might not be a bad idea to have them reboot it on back end.

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ragee01
Participant

Thanks. I had customer install the SmartConsole on a different box and it seems stable. This is looking like a local problem on his laptop. I will update once i can confirm.

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