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CMS Server Connection Error

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pkenagy2

Systems Engineer
Sep 18, 2018
16
US

I have a user that when she undocks her laptop and returns to her desk, she is locked out of CMS for an extended period of time. Her notes are below...she indicates she does logoff before undocking, so it rules out that. Could it be related to multiple real-time reports she may be running, even though she logs out and it hangs up the connection? Thoughts? I have created another test login for her to use in the event it happens again to see if it lets her use it vs. being an issue with her login.


I am writing to you to see if there is something that we can look into to allow for me to have uninterrupted access into Avaya CMS Supervisor. When locked out it can take up to 45minutes to an hour to get reconnected.
I have opened multiple tickets about this and never get a resolution other than having to live with it. I always seem to eventually get connected so they close my ticket.
I go into sandy’s office and come back and my CMS wont connect. Happens when I move about. I really need to have the ability to access the application at any given time of the day.
It is not specific to my Laptop this has gone on for a while now. I know Sandy has experienced it as well.
Collaboration Engineering has looked and determined its not my device. Network Engineering never seemed to get on the same page with me at times. We did a ping and found that I can ping the ip of the server it just won’t allow authentication for some reason.
 
The one question I would have is are you she they are logging out? They may be closing the application, that is not logging out.
When it happens again, check to see who is logged into CMS. It sounds to me that they are not logging out and there log in ID is still showing connected so they are not being allowed back on till that ID times out.
 
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