Web-based application timeout with thin client

[MagicGirl]

Hello,

I am relatively new to the world of thin clients, so please bear with me. To answer my question, you may need to ask me additional questions which I will refer to our Citrix guru.

My company has implemented Compaq Windows-based terminals
which are Windows NT-embedded, to use applications on a Citrix server. We have 2 users who access the same Web-based application, Magic Total Service Desk, through IE 5.5. One user has issues with intermittent timeout messages occurring, usually when saving data, but also when leaving the application unused for a period of time. The application has a session timeout on the virtual Web directory app options, which is set for several hours, so this has been ruled out. Timeout messages also occur in Magic if certain features are accessed when other Web browser sessions are open, but this user is not using those features.

The second user of this application is not experiencing any of these problems. She leaves the application open for several hours without any timeouts.

The application vendor has not certified the application for use through a thin client, and has no answers for us on where to begin troubleshooting. The engineers have swapped out the thin client unit, changed network jacks and cables, recreated her profile, and probably have done other things that I will have to verify if asked. User error doesn't appear to be a factor, since the problem occurs when the application is accessed after sitting unused. Any info or hints on where to look for the cause would be truly appreciated.

 

[Highland]

How many servers are involved in the overall set-up....???? Is it Citrix Server (running IE5.5), Web Server and Database Server ....??? Are all servers NT based O/S...???

What happens if the user who is having the problems logs on using the IDs of the user who is OK....????

Are there any error messages shown when the user/session times out...??? Have you checked event viewers on the servers for any fault messages....???? Can both users access the App simultaneously (and from the same Citrix Server)...???

Sorry for all the questions....!!!!

 

[MagicGirl]

Hi - thanks for your reply! I will have to check with our Citrix guys for some of the answers, but you have given me a couple of areas to look into. I am intrigued by your question about both users accessing the application simultaneously, this may provide a clue and is worth investigating.

We have a single Citrix server, and a single Magic server which contains both the Web-application and database portions of the application. Will follow up when I obtain more information. Thanks!!!

 

[CitrixEngineer]

If the first user is remote, it could be ISP related...

Just a thought CitrixEngineer@yahoo.co.uk

 

[MagicGirl]

Unfortunately, neither user is remote, they are both in the office. We are currently conducting a longer-term test of the "bad" user logged in as the "good" user at her own station. They have successfully both used the application at the same time, so it doesn't appear that simultaneous use might be the cause. Citrix gurus still unavailable to provide answers on error messages and event viewers as requested above by Highland.

While I am waiting for the info, I would like to know if anyone has experience or anecodotal information regarding other Web-based applications that drop connections. The only other Magic user who has responded to my inquiries had Cirix connectivity problems, and not application connectivity. Thanks!!

 

[MagicGirl]

Thanks to Highland and CitrixEngineer for their input. I was notified by our Citrix guru that the user's profile was recreated, and she no longer has the problem with dropping connection to Magic. He doesn't know what specifically caused the problem.