FastCards Posted February 22, 2018 Share Posted February 22, 2018 Has anyone come across users getting stuck on the "Loading..." screen? This only affects 3 of my users out of 400+ and those 3 all work for the same company and therefore use the same network. 2 of the 3 users retried a few times and the damn thing fixed itself. One is left unable to get past Loading. Everyone else is fine so no issues with path settings on the server, I think. No issues recorded in UniGUI logs. I can see the user's IP address in the IIS logs but can't see any further problem. Any tips on where to look? I upgraded the DLL over the weekend and it seems very coincidental that this has happened now. I'm just confused as to what is causing an issue limited to such few users. Thanks Andy Quote Link to comment Share on other sites More sharing options...
Sherzod Posted February 22, 2018 Share Posted February 22, 2018 Hi, Perhaps they have a problem in their own network ?! What are the values on your ServerModule -> ServerLimits -> ? Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 22, 2018 Author Share Posted February 22, 2018 ServerLimits are defaults: Max concurrent users is only about 20. I agree it looks like a problem on their network. Their IT people have checked it out and found nothing. Anything else you can suggest? Quote Link to comment Share on other sites More sharing options...
Administrators Farshad Mohajeri Posted February 22, 2018 Administrators Share Posted February 22, 2018 Please ask those users to clear their browser cache and see if this solves the issue. Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 22, 2018 Author Share Posted February 22, 2018 Hi Farshad, I will check with the client now to see if this has been done. Your and DelphiDev's quick replies are most appreciated Andy Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 22, 2018 Author Share Posted February 22, 2018 Browser cache cleared. Still same problem. Quote Link to comment Share on other sites More sharing options...
Sherzod Posted February 22, 2018 Share Posted February 22, 2018 If there are other local web resources, do they open quickly? Can they check it? Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 22, 2018 Author Share Posted February 22, 2018 Everything else seems to be Ok. I'm confused as to why this should happen to a small subset of users directly after an upgrade to the DLL. Is there any specific issue you can think of that would cause a client's browser to stop on the Loading message? Is there anywhere else on the server I could check for clues? Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 22, 2018 Author Share Posted February 22, 2018 To be precise, it is stuck on "Launching..." not "Loading..." Quote Link to comment Share on other sites More sharing options...
mhmda Posted February 24, 2018 Share Posted February 24, 2018 Farshad ones suggested to check spyware that might redirect the traffic to wrong destination, I had this issue ones and was because of spyware. Quote Link to comment Share on other sites More sharing options...
alfr Posted February 24, 2018 Share Posted February 24, 2018 If possible I'd try to get user to open browser developer tools and view the network part there for getting more information what is loaded and possible errors. Ask the user to try if it works with another browser to see if it's related to the user's browser. Agree with above that it can be related to spyware/other plug in or browser problem - or perhaps some firewall content inspection restricting traffic. Quote Link to comment Share on other sites More sharing options...
Administrators Farshad Mohajeri Posted February 24, 2018 Administrators Share Posted February 24, 2018 To be precise, it is stuck on "Launching..." not "Loading..." Is this a random problem or are they blocked completely? Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 26, 2018 Author Share Posted February 26, 2018 alfr: good idea re browser dev tools. I know the affected user is running Chrome so will try this. The firewall may need to be inspected too. Farshad: At the moment this is a permanent situation for one specific user. Stuck on "launching..." every time. I setup the previous version of the DLL to make sure that the upgrade wasn't the problem. It wasn't, same situation. The user did manage to log in on a different PC in the office (same network/IP Address) so I've concluded that it must be a PC issue. The user was convinced it was something to do with her login to my software; however, she never even reached the login page so I have discounted that idea. This situation is fine in one sense: it's not something that I can resolve via the DLL or the server. In another sense it is annoying as I would really like to get to the bottom of why this happens (and share this with the Forum for future reference) I will continue to investigate and will report back if anything is discovered. Thanks to all for ideas/assistance. Andy Quote Link to comment Share on other sites More sharing options...
FastCards Posted February 27, 2018 Author Share Posted February 27, 2018 Problem fixed. The quote from the client's IT people is: "I believe there was something the firewall was doing. The site was not blocked, which lead to the confusion. I have added the website as an exception on the HTTP proxy which seems to have corrected this." Quote Link to comment Share on other sites More sharing options...
Sherzod Posted February 27, 2018 Share Posted February 27, 2018 Hi, Thanks for the update Quote Link to comment Share on other sites More sharing options...
Abaksoft Posted March 1, 2018 Share Posted March 1, 2018 Thank you Andy for your expertise. Can we know wich FireWall they are using ? Quote Link to comment Share on other sites More sharing options...
FastCards Posted March 1, 2018 Author Share Posted March 1, 2018 Abak, They didn't disclose which Firewall was in use or provide any further info. The interesting thing is that they said that the site wasn't blocked, and yet something in the firewall config was blocking access to the site. My concern was to ensure that the problem wasn't caused by the upgrade I had just installed or by a server issue. If one client out of many is having difficulties accessing your site it really has to be something at their end causing the problem. However, thankfully it has been resolved and the client is happy, which is the #1 concern. 1 Quote Link to comment Share on other sites More sharing options...
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