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Troubleshooting the "Disconnected" Error in DispatchLog

After installing or updating Perspective or moving the application to a new a server, some users see a “disconnected” error message at the bottom of the DispatchLog screen.

This is usually due to a configuration error on the web server that’s preventing DispatchLog from connecting. This issue can often be resolved by going through the following steps.

Check the Perspective_Default.config File

  1. On the web server, navigate to the website directory. By default, this directory is located at C:\inetpub\wwwroot\Perspective\PerspectiveServices.

  2. Double-click the Perspective_Default.config file to open it in Notepad.

  3. Locate the <PerspectiveRealTimeURL> tags.

  4. Ensure the localhost value within the <PerspectiveRealTimeURL> tags shows the fully qualified server name of the machine hosting Perspective. You can confirm the machine’s name by opening your System settings in Control Panel and reviewing the Full computer name.

  5. Save any changes you made to the Perspective_Default.config file, then close it.

  6. Perform an IIS reset using Command Prompt (IISRESET).

    Note: Resetting IIS will cause the service to be unavailable for 10 seconds, so notify your users of this temporary outage before performing the reset.

Check the IIS Configurations

  1. Open IIS on the web server.

  2. From the Connections pane to the left, expand the top node (server name), then expand the Sites and Default Sites nodes.

  3. Right-click RealTime, hover your cursor over Manage Website, then click Advanced Settings.

  4. In the Enabled Protocols section below Behaviors, ensure net,tcp is entered.

  5. Click OK to save any changes you made and close Advanced Settings.

  6. Perform an IIS reset through IIS or Command Prompt (IISRESET).

    Note: Resetting IIS will cause the service to be unavailable for 10 seconds, so notify your users of this temporary outage before performing the reset.

Contact Support

If, after following the above steps, you’re still experiencing this issue, contact Resolver to create a support ticket and arrange a meeting for a Technical Support agent to review your server settings.

Note: Please ensure you have access to the server prior to scheduling a meeting with Technical Support.

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