Update. We have been working on this problem continuously since this post. Remedy Support has not come up with anything despite asking for many logs. On the production server, we've switched from having no assigned ip address, to port 2020. After much research and observation using tools such as netstat, we've think we at least understand a little more about what is going on:
1) the issue never occurs when running the Remedy client on the Remedy Server itself. It also does not seem to occur in the server room itself, when my laptop running client is plugged into the same switch. 2) the client PC running the remedy client software seems to experience the delay after EXACTLY one hour, possibly indicating that something, somewhere is timing out, after 60 minutes. While the Remedy server port is now always 2020, the client seems to pick a random port for its side of the connection (e.g. 5617), and right after an hour, when the server and client try to re-connect as you press the button doing something in the client, the spinning donut or "hang" appears to be due to the client re-negotiating this link... because immediately after the donut disappears, there is a new port on the client side (e.g. 5623). Is there a way to permanently set the outgoing port on the client? This could help, or at least force a real timeout errror to show up in the logs, if that original port really did get shut off. 3) we have one smart user who shared with us that he sets "auto-refresh" in his Remedy client to avoid the problem. We don't want to recommend this to all users, since this could work but create an extra load on the database. Right now our security network person is trying to find out if the Palo Alto Networks firewall has some inbuilt timeout after 60 minutes that could be the root of the problem. Thanks for any comments, advice, or sharing about your similar experience. -- 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-tp6506445p6527773.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"
