Ticket ID: 21551 Creation Date: 4/13/2015 10:44 PM Product: SiteRemote Attachment: -
TicketType: Support Request Version: 4.0.0 Language: English
Views: 26355 Last Modification Date: 5/14/2015 2:38 PM Platform:
Level: Closed

Support Request: Configuration tab times out

Description

We have noticed that every time we go to the "Configuration" tab for either Windows or Android machines within SiteRemote, we get an "Unexpected Error' page after a delay. An event log is created every time this happens:


Page error.
This request operation sent to net.pipe://localhost/SrsService/ApplicationMonitor did not receive a reply within the configured timeout (00:01:00). The time allotted to this operation may have been a portion of a longer timeout. This may be because the service is still processing the operation or because the service was unable to send a reply message. Please consider increasing the operation timeout (by casting the channel/proxy to IContextChannel and setting the OperationTimeout property) and ensure that the service is able to connect to the client.

Server stack trace:
at System.ServiceModel.Dispatcher.DuplexChannelBinder.Request(Message message, TimeSpan timeout)
at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean oneway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan timeout)
at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)
at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)
at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)

Exception rethrown at [0]:
at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
at Provisio.Longinus.Server.Monitoring.Applications.IApplicationMonitorService.GetAllConfigs(Int32 teamId, Int32 userId)
at Provisio.Longinus.Server.Web.terminal.config.current.DataBind()
at Provisio.Longinus.Server.Web.terminal.config.current.OnLoad(EventArgs e)
at System.Web.UI.Control.LoadRecursive()
at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)


The team that uses this instance of SiteRemote has not tried to use this functionality recently and nobody can remember if it has ever worked.

I confirmed that our firewall settings on both client and server were good as per this article: http://w.sitekiosk.com/en-US/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=20332

Please advise, thank you.

Answer: (3)
Re: Configuration tab times out 4/14/2015 11:21 AM
Hello,

The error message means there is a time out with the connection to the database when you open the Config page.
Do you use a local database (installed on the same machine with SiteRemote) or an external database?
Can you open other pages containing some more information read form the database (e.g. the software or hardware information page of a client machine)?
You may also check the connection to the (external) SQL DB with using the SQL Management Studio on the machine you installed SiteRemote to.

If that does work you may check the corresponding table (SiteRemoteBackEndServer-->Tables-->dbo.tblConfigInfo) in the SQL Database with using the SQL Management Studio and send the information of that table via e-mail to support-europe(at)provisio.com

Alternatively create a backup of the complete database and provide it as download link that you send via e-mail.
General information about how creating a Backup of the SiteRemote db you will find at the last page of the installation brochure:
http://www.provisio.com/Download/brochures/siteremote-server-install-en.pdf

Regards,
Michael Olbrich
Re: Configuration tab times out 4/14/2015 4:35 PM
Hello,

The SQL Server instance in this case is installed on the same server as the SiteRemote application.

I can connect to it normally via SQL Server Management Studio and we can log into SiteRemote and access other client information (overview, software, hardware, etc.) normally. I have reconfirmed that other parts of the application such as user management and SiteRemote settings are working normally as well. The only section that seems to be experiencing this timeout issue are the client configuration sections.

I have also reconfirmed that no other error messages are showing up in either the SiteRemote logs or the Window Event logs when this happens.

I will email the contents of the tblConfigInfo table as directed.

Thanks!
Re: Configuration tab times out 4/16/2015 2:20 PM
Hello,

Thank you for the DB Backup. Our developer has analyzed the DB and the issue is caused from a combination of using the old SiteRemote version 4.0 and having a lot of Jobs (also finished jobs) in the team.

The Config and the Jobs page use the same tables in the DB and with SiteRemote 4 the access to the Database on the Config page wasn’t optimized.
This does not happen anymore with the current SiteRemote version 5.1.

Workaround with SiteRemote 4.0: You can/should lower the number of Jobs on the Jobs page (currently over 2000) by deleting completed jobs.
Then it should work again (to display the Config page without any issue).

Regards,
Michael Olbrich
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